Refine your search
Collections
Co-Authors
Year
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Gopalkrishna, B.
- Service Quality in General Insurance Sector: An Empirical Study
Abstract Views :327 |
PDF Views:0
Authors
Affiliations
1 Manipal Institute of Technology, Karnataka 576104, IN
2 Manipal Institute of Management, Karnataka 576104., IN
1 Manipal Institute of Technology, Karnataka 576104, IN
2 Manipal Institute of Management, Karnataka 576104., IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 44, No 1 (2008), Pagination: 49-61Abstract
The service quality research in the area of insurance is yet to gain full momentum despite the fact that it is one of thefastest growing service sectors. The Paper develops a metrics for service quality specifically for the insurance sector and apply the same to investigate the perception of service quality. The study reveals the service quality gaps in the insurance industry. The weaker dimensions of service quality are identified and implications are drawn to improve the existing systems, processes and practices.
References
- Ahire, S.L., Golhar, D.Y & Waller, M.A. (1996), "Development and Validation of TQM Implementation Constructs", Decision Sciences, 27 (1): 23-56.
- Atmanand (2003), "Insurance and Disaster Management: the Indian Context," Disaster Prevention and Management, 12 (4), General Review, http:// www.Emeraldinsight.com/Insight/ Last accessed 14th July 2007.
- Axelson,R., Susanna, B.A. &Lars, S.(2004), "Quality Management in Health Insurance: A Case of Third Party Benchmarking", International Journal of Public Sector Management, 17 (3): 264-74.
- Babakus, E. & Mangold, o.w (1992), "Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation", Health Services Research, 26 (6): 767-86.
- Crosby, P.B. (1979), Quality is Free, NY: McGraw-Hill.
- Paula YK. Kwan (1996) "Application of TQM in Education: Retrospect and Prospect", International Journal of Educational Management, 10 (5): 25-35.
- Curry, A. (1999), "Innovation in Public Service Management", Managing Service Quality, 9 (3): 180-90
- Deshpande, R. (1983),"Paradigms Lost: On Theory and Method in Research in Marketing", Journal of Marketing, 47 (Fall): 101-10.
- Duncan, E. Elliott (2002), "Customer Service Quality and Financial Performance among Australian Retail Financial Institutions" Journal of Financial Services Marketing," 7 (1): 25-41.
- Dutra, A. & Sridhar, V. (2002), "Modeling Growth of Cellular Services in India: A System Dynamics Approach" Proceedings of the 36th Hawai International Conference on System Sciences (RICSS '03), IEEE Computer Society.
- Gagliano, K.B. & Hathcote, J. (1994), "Customer Expectations and Perceptions of Service Quality in Apparel Retailing", Journal of Services Marketing, 8 (I): 60-9.
- Groesser, S. & Techn D. (2005), "Modeling the Health Insurance System of Germany: A System Dynamics Approach", System Dynamics Conference Proceedings, 2005.
- Jayawardhena, C. (2004), "Measurement of Service Quality in Internet Banking: The Development of an Instrument", Journal of Marketing Management, 20: 185-07.
- Keeling R (1993), "Latest Developments in Latent Defects Insurance," Property Management, II (3) (http:// www.Emeraldinsight.com/Last accessed on 12th July, 2007)
- Klose, A.J. (1993), "Commentary: Customer Service Insurance", Journal of Services Marketing, 7 (1): 5.
- Mintzberg, H. (1979), "An Emerging Strategy of Direct Research", Administrative Science Quarterly, 24 (Dec): 582-89.
- Nwankwo, S. & Richardson, B. (1994), "Measuring and Achieving Quality Customer Service in the Public Sector", Managing Service Quality, 14 (6): 32-36.
- Oliva, R. (2001), "Cutting Corners and Working Overtime: Quality Erosion in the Service Industry", Management Science, 47 (7).
- Parasuraman, A., Zeithaml, V. & Berry L. L. (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, 49 (Fall): 41-50.
- Parasuraman, A., Zeithaml, V. & Berry, L.L. (1988), "SERVQUAL: a Multiple Item Scale for Measuring Consumer Perceptions of Quality", Journal of Retailing, 64 (1): 12-40.
- Reeves, T.K. & Woodward, J. (1970), "The Study of Managerial Control," in Industrial Organisations: Behaviour and Control, J Woodward, ed. London: Oxford University Press.
- Rodrigues, L.L.R. (2005), "Service Quality Measurement in Engineering Institutions: Empirical Study and QFD Based Implications", National Seminar on Quality in Service Sector and Managerial Challenges, Organized by Manipal Institute of Management,21-22, May, Manipal.
- Rosander, A.C. (1985,), "Application of Quality Control in the Service Industry", ASQC Quality Press.
- Sahney, S., Banwet, D.K. & Karunes, S. (2004), "A SERVQUAL and QFD Approach to Total Quality Education A Student Perspective", International Journal of Productivity and Performance Management, 53 (2): 143-166.
- Sekhon, H. & Kennington, C. (200 I), "Buyer Seller Relationships in the UK Insurance Market: Is the Key Competitive Advantage?", Journal of Financial Services Marketing, 5(3): 207-14.
- South A. (1990), "Completion Risk Insurance", Journal of Property Finance, 1, (2), (http:/ /www.Emeraldinsight.com/Insight/ ) Sureshchandar, G.S., Rajendran, C., & Anantharaman, R.N. (2001), "The Relationship between Service Quality and Customer Satisfaction-a Factor S p e c i fi c Approach", Journal of Services Marketing, 16 (4): 363-79
- Sureshchandar, G.S., Rajendran, C., Anantharaman R.N., & Kamalanabhan, T.J. (2002), "Management's Perception of Total Quality Service in the Banking Sector of a Developing Economy - a Critical Analysis", International Journal of Bank Marketing, 20 (4): 181-96
- Su re sh ch an d ar, G.S., Rajendran, C., & Anantharaman, R.N. (2003), "Customer Perception of Service Quality in the Banking Sector of a Developing Economy :a Critical Analysis", International Journal of Bank Marketing, 21 (5): 233-42
- Woodward, I. (1965), Industrial Organization: Theory and Practice, Oxford University Press.
- Zaltman, G., LeMasters, K. Heffring, M. (1982), Theory Construction in Marketing: Some Thought on Thinking, Wiley, New York.
- Zeithaml, V. A. (1981), "How Consumer Evaluation Processes Differ Between Goods and Services", in I.H. Donnelly & W. R. George (Ed.), Marketing of Services, Chicago: American Marketing Association, 186-190.
- Zeithaml, V.A., Parasuraman, A. Berry,L.L. (1990), Developing Quality Service- Balancing Customer Perceptions and Expectations, Free Press, New York.