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
Sahoo, Sekhar Chandra
- Customer Perception of Service based on Servqual Dimensions:A Study of Indian Life Insurance Companies
Abstract Views :493 |
PDF Views:0
Authors
Affiliations
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
References
- Anjor, P. et al (2014). Service quality assessment : A study of consumer satisfaction in Indian insurance sector. IOSR Journal of Business and Management . Volume 16, Issue 3. Ver. V (Mar. 2014), PP 34-41.
- Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL, revisited: A critical review of service quality. Journal of Services Marketing, 10, 62-81.
- Augustyn, M., & Ho, S. K. (1998).Service quality and tourism. Journal of Travel Research, 37(1), 71-75.
- Booms, B. H., &Bitner, M. J. (1982).Marketing services by managing the environment. Cornell Hotel and Restaurant Administration Quarterly, 23(1), 35-40.
- Carman, J. M. (1990). Consumer Perceptions Of Service Quality: An Assessment of The SERVQUAL Dimension. Journal Of Retailing, Vol.66, No.1, pp. 33-55.
- Cooper, R. W. & Frank, G. L. (2001). Key ethical issues facing the property and casualty insurance has a decade made a difference? CPCU Journal, 54 (2), pp.99-111.
- Devi, P Praba (2008).Customer Loyalty as the Focus of Insurance Industry.Business Perspectives. Vol.10, No.1, pp.79-84.
- Friedman, S. (2001a). RIMS plans to have third quality scorecard published in 2002. National Underwriter, 105(18), pp. 3-22.
- Friedman, S. (2001b). RIMS launches quality process. National Underwriter, 105(19), pp. 3-29.
- Gefen, D. (2002). Ref lections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(3), 38-53.
- Gravin, DavidA. (1988). Managing Quality: the Strategic and competitive Edge. New York: the Free Press.
- Hedvall, M.B. and Paltschik, M. (1989), An investigation in and the generation of service quality concepts, In: Avlonitis, G.J. et al. (Eds), Marketing Thought and Practices in the 1990s, European Marketing Academy, Athens, pp. 473-83.
- Kara, A., S. Lonial, M. Tarým, and S. Zaim (2005), “A paradox of service quality in turkey the seemingly contradictory relative importance of tangible and intangible determinants of service quality”, European Business Review, Vol. 17, pp. 5-20.
- Kristensen, K., H. Juhl and P. Ostergaard, 2001, Customer satisfaction: some results for European Retailing, Total Quality Management, 12(7&8), pp 890–897.
- Lehtinen, J.R. and Lehtinen, O. (1991). Service Quality: A Study of Quality Dimensions. Unpublished Working Paper, Service Management Institute, Helsinki
- O’loughlin, D., &Szmigin, I. (2007). Services branding: Revealing the rhetoric within retail banking. The Service Industries Journal, 27(4), 435-452.
- Parasuraman, Valarie Zeithaml A. and Leonard L Berry (1985, fall). A Conceptual Model of Service Quality and the Implications for Future Research.Journal of Marketing. Vol. 49, No. 4, pp. 41-50.
- Parasuraman, Valarie A. Zeirhaml, and Berry L.L. (1988). SERVQUAL: A Multipleitem, Scale for Measuring Consumer Perception of Service Quality. Marketing Science Institute, Cambridge, MA.
- Parasuraman, A., Berry, L. L., &Zeithaml, V. A. (1991). Ref inement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 420.
- Reeves CA, Bednar DA. Def ining quality: Alternatives and implications. Academy of Management Review 1994; 19(3): 419-446.
- Senithil B., N. Rajasekar and Babu.M. (2009). Critical success factors of agents in life Insurance Services. Global Business Review. Vol. 3, No. 2, pp. 36-45.
- Siddiqui, M. H., & Sharma, T. G. (2010).Analyzing customer satisfaction with service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing, 18(3-4), 221-238.
- Sud, R. (2011). Challenges in life insurance industry. Financial Literacy Agenda for Mass Empowerment, Retrieved from http://flame.org.in /Knowledge Center/ChallengesinLife Insurance industry.aspx.
- Upadhyaya, D., &Badlani, M. (2011, 03).Service Quality Perception and Customer Satisfaction in Life Insurance Companies in India.International Conference on Technology and Business Management.
- Wang, Z., Bovik, A. C., Sheikh, H. R., &Simoncelli, E. P. (2004). Image quality assessment: f rom error visibility to structural similarity. IEEE transactions on image processing, 13(4), 600-612.
- Wells, B. P. & Stafford, M. R. (1995). Service quality in the insurance industry: Consumer perceptions versus regulatory perceptions. Journal of Insurance Regulation, 13, pp. 462-477.
- Zhang, J., &Bloemer, J. M. (2008).The impact of value congruence on consumer-service brand relationships. Journal of Service Research, 11(2), 161-178.
- Zeithaml, Y.A., Parasuraman, A. and Berry, L.L. (1990). Balancing Customer perceptions and expectation, delivering quality service, Free Press, New York, NY, pp.226
- Zeithmal, V.A., (2000), Service quality delivery trough websites: a critical review of extant knowledge, Journal of the academy of marketing science, 30 (4), pp.362–75.