An Empirical Study on the Quality of Services Offered by the Private Life Insurers in Burdwan

An Empirical Study on the Quality of Services Offered by the Private Life Insurers in Burdwan

Partha Sarathi Choudhuri (The University of Burdwan, India)
DOI: 10.4018/978-1-5225-0143-5.ch002
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Abstract

Service quality has become as one of the most important ensuing factors in the service sector. Considering various needs and requirements of the customers, like any other service provider life insurers also always trying to provide better quality of services to their customers in order to satisfy them. In this chapter, the researcher conducted a study on the quality of services offered by the private life insurers operating in the district of Burdwan, West Bengal, through proper investigation of the service quality structure in the present perspective. Here, accepted 661 usable responses with respect to the customers and 582 usable responses with respect to the insurers were considered as the sample size of the study and statistical package SPSS 16 as well as Bexley's Customer Retention Indicator Grid ware used to perform the analyses.
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Objectives Of The Study

Considering all aspects, to conduct the study on the quality of services offered by all the private life insurance companies operating in the district of Burdwan, West Bengal, the following objectives were set at here:

  • 1.

    Investigation of the dimensional structure of the service quality for the private life insurance companies.

  • 2.

    Determination of the service quality gap between customers’ expectation and perception as well as insurers’ perception of customers’ service expectation and customers’ expectations of quality of services provided by the private life insurance companies.

  • 3.

    Evaluation of the customers’ expectation-perception score against each dimension of the service quality provided by the private life insurance companies.

Key Terms in this Chapter

Life Insurance: Life Insurance is an agreement between life insurer and insured where life insurer is committed to pay the compensation to the insured if unexpected incidents occur with the insured.

Service quality: Service Quality or quality of service is provided by the one to another and its evaluation is done by the receiver based on the differentiation of the perception and expectation of the quality of services provided by the service provider.

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