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Misra, Satya Narayan
- Customer Perception of Service based on Servqual Dimensions:A Study of Indian Life Insurance Companies
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1 School of Management, KIIT Deemed to be University, Bhubaneshwar, Odisha, IN
1 School of Management, KIIT Deemed to be University, Bhubaneshwar, Odisha, IN
Source
Parikalpana: KIIT Journal of Management, Vol 15, No 1&2 (2019), Pagination: 166-182Abstract
The research paper studies the difference between public sector LIC and four banks led listed private life insurance companies i.e. HDFC Standard Life, SBI Life, ICICI Pru Life and Max Life Insurance based on the quality dimensions as provided by Indian customers. It also compares private life insurance companies on the given parameters. The sample consist current customer of various Life Insurance companies (both public sector and 4 banks led listed private sector) named LIC, HDFC Standard Life, SBI Life, ICICI PRU Life and Max Life insurance from different parts of Mumbai and New Delhi (the capital of India). The researchers considered respondents who have relation with more than one of the Life insurance companies for the present study. This helped to understand how a customer perceives the service quality of one of the studied life insurance companies vis-a-vis another life insurance company. The results suggest that the public sector LIC is perceived to provide better service quality as compared to the private life insurance companies, In addition, even within private sector life insurance companies, customer perception on overall service quality varied to some extent. LIC showed signif icantly higher scores on three of the f ive dimensions of SERQUAL (Reliability, Tangibility and Assurance), an important research tool to measure quality. The empirical results brought forth the fact that HDFC Standard Life signif icantly differed on the perceived service quality dimensions from SBI Life. It is a pioneering work on service quality connecting perceived service quality and brand equity among various leading life insurance companies.Keywords
LIC, SERVQUAL, HDFC, Max Life, Standard Life.Full Text
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- Economically Backward Reservation: A Paradigm Shift in Public Policy
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Authors
Affiliations
1 Dean, KIIT School of Management,KIIT Deemed to be University, Bhubaneswar, IN
1 Dean, KIIT School of Management,KIIT Deemed to be University, Bhubaneswar, IN
Source
Parikalpana: KIIT Journal of Management, Vol 18, No 1 (2022), Pagination: 5-10Abstract
The Government of India came up with the 103 rd Amendment for reserving 10% of jobs and entry into public educational institutions for economically weaker sections (EWS) of the society. This is a significant departure from earlier reservation for SC/ST and OBCs, which were ‘vertical’ in nature while the 2019 Act for EWS is ‘horizontal’ in character. The Supreme Court has put a cap of 50% in total for different types of reservation, keeping in mind the constitutional stipulation that it should be reasonable and proportionate. In Indra Sawhney judgement, (1992) the court has excluded creamy layer from the ambit of reservation for the OBC. The Madras High Court has asked to Tamil Nadu government to get concurrence of Supreme Court to provide 10% reservation to medical seats to EWS, as it would cross the cap of 50%.
This paper is an attempt to run through political and judicial journey in looking at the conflicting challenges of equality of opportunity with affirmative action for bolstering socio-economic vulnerable sections of the society. It does not, prima facie, find any infirmity in the notion of economic backwardness qualifying for reservation as against caste based reservation. The paper also unveils how the income limit of Rs.8 lakhs per annum to qualify as EWS is humongous and at variance with the definition of BPL families whose per capita income was pitched at Rs.33 per day by the Tendulkar Committee in 2011. Many judges of the Supreme Court have observed that caste based or income based reservation has the disadvantage of promoting inefficiency in government jobs, particularly in specialised areas. Liberal democracy and market economy put a premium on competition and efficiency as the sine qua non of higher growth . The paper argues that a better way for promoting equality is to create an enabling environment, build human capability in terms of vocational training, skilling, access to state of art technology and higher social sector investment in merit goods, than is being presently done.
Keywords
EWS, Merit Goods, Liberal Democracy, Market Economy, Tendulkar Committee.Full Text
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