Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Education System in Pakistan, Developing Quality Assurance Model in Govt. Schools, Govt Schools in Pakistan, Service quality measurement for secondary school setting
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Education System in Pakistan, Developing Quality Assurance Model in Govt. Schools, Govt Schools in Pakistan, Service quality measurement for secondary school setting
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Service Marketing Mix 7Ps and Patient Satisfaction in Clinics A Review ArticleYogeshIJTSRD
This study aims to review the healthcare marketing mix and patient satisfaction in clinics. The findings indicate that the healthcare marketing mix 7Ps in clinics7Ps comprises people, product services , process, physical evidence, price, place, and process. The proposed theoretical framework is shown the relationship between the service marketing mix in clinics and patient satisfaction. Managers may adopt the 7Ps of this review article to achieve patient satisfaction and intended performance levels. The researcher recommended further study to clarify the relationship in this sector. Supaprawat Siripipatthanakul | Pattanapong Chana "Service Marketing Mix (7Ps) and Patient Satisfaction in Clinics: A Review Article" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43944.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43944/service-marketing-mix-7ps-and-patient-satisfaction-in-clinics-a-review-article/supaprawat-siripipatthanakul
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
Service Quality, Patient Satisfaction, Word Of Mouth, and Revisit Intention i...YogeshIJTSRD
This study investigates the relationship between service quality, patient satisfaction, word of mouth WOM , and revisit intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four age groups was used, and 352 completed copies of self administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction Beta=0.411, p 0.001 , followed by reliability Beta=0.183, p 0.05 , tangibles Beta=0.119, p 0.05 , assurance Beta=0.077, p 0.05 , and responsiveness, Beta=0.053, p 0.05 at R square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent Beta=0.731, p 0.001,R2=0.534 , and WOM can be explained by patient satisfaction by about 42.9 percent Beta=0.655, p 0.001, R2=0.429 . The study was limited to private dental practice a dental clinic . Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word of mouth and a revisit intention among dental clinic’s patients. Supaprawat Siripipatthanakul "Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43943.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43943/service-quality-patient-satisfaction-wordofmouth-and-revisit-intention-in-a-dental-clinic-thailand/supaprawat-siripipatthanakul
Background: Safe, timely and accessible essential surgery and anesthesia is now integral to universal health coverage with the passage of World Health Organization Resolution
68/15. In the past, hospital-based surgical assessment surveys and indices were critical for advocacy, illustrating real infrastructure deficits and needs. The Lancet
Commissions on Global Surgery goals for 2030 and its indicators, targeting anesthesia, obstetrics and surgery in low-income countries, indicated the creation of a new global surgery index.
Methods: Indicator thresholds and data were identified and collected from World Health Organization public data sets and available literature. Quintile categories were used to assign points and descriptive statistics were used generated indices of low-income countries, as well as illustrating data collection needs.
Results: A Lancet Commissions on Global Surgery indicator-based index was generated.
The Democratic People's Republic of Korea had the lowest surgical capacity index at
9.09%; Ethiopia and Sierra Leone had the highest at 81.81%. The average equaled
60.41%. 6 out of 17 indicators had no reported data; while only cesarean section rate had reported data from all LICs.
Conclusion: This Lancet Commissions on Global Surgery indicator-based index can be used in real-time surgical system capacity-building (such as infrastructure planning and assessment for expanding best practices in low-income countries) to achieve safe, timely and accessible global essential surgery and anesthesia by 2030. Despite the WHA
Resolution, data collection gaps may slow the pace of attaining that vision. Thus, stakeholders can use this tool to aid in assuring surgical access, quality improvement, and stronger data collection.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Service Marketing Mix 7Ps and Patient Satisfaction in Clinics A Review ArticleYogeshIJTSRD
This study aims to review the healthcare marketing mix and patient satisfaction in clinics. The findings indicate that the healthcare marketing mix 7Ps in clinics7Ps comprises people, product services , process, physical evidence, price, place, and process. The proposed theoretical framework is shown the relationship between the service marketing mix in clinics and patient satisfaction. Managers may adopt the 7Ps of this review article to achieve patient satisfaction and intended performance levels. The researcher recommended further study to clarify the relationship in this sector. Supaprawat Siripipatthanakul | Pattanapong Chana "Service Marketing Mix (7Ps) and Patient Satisfaction in Clinics: A Review Article" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43944.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43944/service-marketing-mix-7ps-and-patient-satisfaction-in-clinics-a-review-article/supaprawat-siripipatthanakul
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
Service Quality, Patient Satisfaction, Word Of Mouth, and Revisit Intention i...YogeshIJTSRD
This study investigates the relationship between service quality, patient satisfaction, word of mouth WOM , and revisit intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four age groups was used, and 352 completed copies of self administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction Beta=0.411, p 0.001 , followed by reliability Beta=0.183, p 0.05 , tangibles Beta=0.119, p 0.05 , assurance Beta=0.077, p 0.05 , and responsiveness, Beta=0.053, p 0.05 at R square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent Beta=0.731, p 0.001,R2=0.534 , and WOM can be explained by patient satisfaction by about 42.9 percent Beta=0.655, p 0.001, R2=0.429 . The study was limited to private dental practice a dental clinic . Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word of mouth and a revisit intention among dental clinic’s patients. Supaprawat Siripipatthanakul "Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43943.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43943/service-quality-patient-satisfaction-wordofmouth-and-revisit-intention-in-a-dental-clinic-thailand/supaprawat-siripipatthanakul
Background: Safe, timely and accessible essential surgery and anesthesia is now integral to universal health coverage with the passage of World Health Organization Resolution
68/15. In the past, hospital-based surgical assessment surveys and indices were critical for advocacy, illustrating real infrastructure deficits and needs. The Lancet
Commissions on Global Surgery goals for 2030 and its indicators, targeting anesthesia, obstetrics and surgery in low-income countries, indicated the creation of a new global surgery index.
Methods: Indicator thresholds and data were identified and collected from World Health Organization public data sets and available literature. Quintile categories were used to assign points and descriptive statistics were used generated indices of low-income countries, as well as illustrating data collection needs.
Results: A Lancet Commissions on Global Surgery indicator-based index was generated.
The Democratic People's Republic of Korea had the lowest surgical capacity index at
9.09%; Ethiopia and Sierra Leone had the highest at 81.81%. The average equaled
60.41%. 6 out of 17 indicators had no reported data; while only cesarean section rate had reported data from all LICs.
Conclusion: This Lancet Commissions on Global Surgery indicator-based index can be used in real-time surgical system capacity-building (such as infrastructure planning and assessment for expanding best practices in low-income countries) to achieve safe, timely and accessible global essential surgery and anesthesia by 2030. Despite the WHA
Resolution, data collection gaps may slow the pace of attaining that vision. Thus, stakeholders can use this tool to aid in assuring surgical access, quality improvement, and stronger data collection.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
Indian Insurance Industry: Reaching out to Exponential Growth Resurgent India
From Insurance being seen as a basic protection instrument against expected losses, the Indian Insurance industry has surely come a long way to become an absolute critical driver of economic prosperity and growth. The sector has helped account for risks; provide funds for capital intensive national building efforts besides lending social security to the citizens. Over a period of decade and a half, the industry has witnessed phases of spurt growth and moderation, intensifying competition and expansion of customer and geographic coverage.
Study of Investors’ Preference for the Selection of an Insurance ProductDr. Amarjeet Singh
Human Being’s life is the most significant asset and life-insurance is the most significant sort of insurance which gives financial protection to theindividualhimself/herself and to his family at the hour of dubious dangers or harm. Life insurance gives both safety and protection to people and furthermore encourages investment funds among individuals. The present exploratory based investigation was chosen with a target to analyze those factors which impact client’s strategy purchasing choice and furthermore examine the inclinations of clients while making decision about insurance policy investment. Different insurance-related factors have been examined in the paper. Also, the said study has been conducted to know the satisfaction level of the clients and also to know the benefit they have been receiving from the company (if any). The information for the research has been gathered from primary data. The study zone is restricted to Maharashtra state and the test sample is 30 investors. The hypotheses have been based on the basis of demographic and the factors related to the insurance-based preference.factors and tested the same with the help of statistical tool T-test. The analyzed data had been produced in the form of a tables and graphs/charts. Insurance agencies should spread more awareness about life insurance, a decrease in the premium amount, and giving more attention to need-based innovative products are a portion of the recommendations which I would suggest. The paper closes with the segment that factors of the individuals play a significant and essential role in choosing the purchase of insurance policies.
This study will help analyze the Recitation of the two types of insurance companies
and to take remedial measures in the sphere of their insurance products. Today, in this
liberalized world, in order to sustain good Recitation, the insurance companies have to ensure
quality products at a competitive price. Companies can lower the price of the product by
reducing the cost. Their survival depends upon their policyholder policyholder’s recitation of
public and private sector general insurance industry in Structural Equation Model (SEM)
approach in the chosen study area. The study has to evaluate the policyholder’s perception
towards non-life insurance industry.
This study will help analyze the Recitation of the two types of insurance companies
and to take remedial measures in the sphere of their insurance products. Today, in this
liberalized world, in order to sustain good Recitation, the insurance companies have to ensure
quality products at a competitive price. Companies can lower the price of the product by
reducing the cost. Their survival depends upon their policyholder policyholder’s recitation of
public and private sector general insurance industry in Structural Equation Model (SEM)
approach in the chosen study area. The study has to evaluate the policyholder’s perception
towards non-life insurance industry.
Policyholders Satisfaction of Life Insurance Products with Reference to Coimb...inventionjournals
The insurance sector opened up and new players entered the space before 15 years. At present the industry has 24 life insurance companies, 28 general insurance companies and 1 reinsurance company. Satisfaction is an important milestone in insurance products, especially at a time when the industry's reputation has been spoiled by mis-selling and improper disclosures of returns by agents. In that LIC holds majority market share in life insurance industry. The objective of the study is to understand the policyholder’s satisfaction and the various factors contributing to the satisfaction level. The primary data was collected by using the structured questionnaire and secondary data was collected by using journals, newspapers and the internet. The study area was limited to Coimbatore District. The reason to conduct the study in Coimbatore district is previously no researcher had done the satisfaction study in life insurance and IRDAI regulatory body had insisted all the insurance companied to disclose the lapsation of the policies. The population is not clear and it is infinite. Hence the sample size selected is 300 for the study.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Public Affairs Round-up - September 2014 - MSLGROUPAshraf Engineer
After the bruising general election, India’s new government got down to the business of preparing the Union Budget. Much was expected of the Narendra Modi regime, which projected a pro-business, pro-reform image throughout the campaign.
While reactions to the Budget were mixed, it did include two important policy changes. Investment norms for insurance and defence manufacturing were changed to attract more foreign players. Both sectors have been touchy topics, with battlelines drawn between those for liberalised investment norms and those in favour of a more conservative approach.
It’s clear that a long, hard road lies ahead on the economic front and that these are the first steps of a fledgling government of which much is expected. There will be other, tougher decisions to make – reducing subsidies, a simpler tax regime that protects states’ interests and a land acquisition policy that will spur industrial growth while conserving land-owners’ interests, to name just a few.
With this edition, MSLGROUP’s Public Affairs Round-up takes on a new look and structure too. Now onwards, PAR will be a quarterly. It will have more detailed analyses and content than its earlier avatar, and will incorporate commentary and data that is more relevant to you.
MSLGROUP’s insights team will play the role of an observer of the Indian economic and policy environment, and will provide analyses that we hope will benefit you.
Correlate of Service Quality Dimensions and Customer Loyalty in the Nigerian ...IOSRJBM
This study investigated the relationship between service quality dimensions and customer loyalty in the Nigerian Telecom market with particular interest in identifying if customer satisfaction plays a mediating role. Hypotheses were formulated vis-a-vis theoretical background and conceptual models. A survey data generated from 183 experienced telecom customers were used as the research database. The study utilized SERVPERF measuring scale for adaptability and Correlation techniques in analyzing the data. Basically, it was discovered that the empathy dimension of service quality has a strong and positive relationship with customer loyalty and customer satisfaction. The implication is that people crave contacts and are highly likely to be loyal to that service provider that gives them individualized attention in a service that is characterize by low contact between service provider and customers
how to sell pi coins at high rate quickly.DOT TECH
Where can I sell my pi coins at a high rate.
Pi is not launched yet on any exchange. But one can easily sell his or her pi coins to investors who want to hold pi till mainnet launch.
This means crypto whales want to hold pi. And you can get a good rate for selling pi to them. I will leave the telegram contact of my personal pi vendor below.
A vendor is someone who buys from a miner and resell it to a holder or crypto whale.
Here is the telegram contact of my vendor:
@Pi_vendor_247
Latino Buying Power - May 2024 Presentation for Latino CaucusDanay Escanaverino
Unlock the potential of Latino Buying Power with this in-depth SlideShare presentation. Explore how the Latino consumer market is transforming the American economy, driven by their significant buying power, entrepreneurial contributions, and growing influence across various sectors.
**Key Sections Covered:**
1. **Economic Impact:** Understand the profound economic impact of Latino consumers on the U.S. economy. Discover how their increasing purchasing power is fueling growth in key industries and contributing to national economic prosperity.
2. **Buying Power:** Dive into detailed analyses of Latino buying power, including its growth trends, key drivers, and projections for the future. Learn how this influential group’s spending habits are shaping market dynamics and creating opportunities for businesses.
3. **Entrepreneurial Contributions:** Explore the entrepreneurial spirit within the Latino community. Examine how Latino-owned businesses are thriving and contributing to job creation, innovation, and economic diversification.
4. **Workforce Statistics:** Gain insights into the role of Latino workers in the American labor market. Review statistics on employment rates, occupational distribution, and the economic contributions of Latino professionals across various industries.
5. **Media Consumption:** Understand the media consumption habits of Latino audiences. Discover their preferences for digital platforms, television, radio, and social media. Learn how these consumption patterns are influencing advertising strategies and media content.
6. **Education:** Examine the educational achievements and challenges within the Latino community. Review statistics on enrollment, graduation rates, and fields of study. Understand the implications of education on economic mobility and workforce readiness.
7. **Home Ownership:** Explore trends in Latino home ownership. Understand the factors driving home buying decisions, the challenges faced by Latino homeowners, and the impact of home ownership on community stability and economic growth.
This SlideShare provides valuable insights for marketers, business owners, policymakers, and anyone interested in the economic influence of the Latino community. By understanding the various facets of Latino buying power, you can effectively engage with this dynamic and growing market segment.
Equip yourself with the knowledge to leverage Latino buying power, tap into their entrepreneurial spirit, and connect with their unique cultural and consumer preferences. Drive your business success by embracing the economic potential of Latino consumers.
**Keywords:** Latino buying power, economic impact, entrepreneurial contributions, workforce statistics, media consumption, education, home ownership, Latino market, Hispanic buying power, Latino purchasing power.
what is the best method to sell pi coins in 2024DOT TECH
The best way to sell your pi coins safely is trading with an exchange..but since pi is not launched in any exchange, and second option is through a VERIFIED pi merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and pioneers and resell them to Investors looking forward to hold massive amounts before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade pi coins with.
@Pi_vendor_247
what is the future of Pi Network currency.DOT TECH
The future of the Pi cryptocurrency is uncertain, and its success will depend on several factors. Pi is a relatively new cryptocurrency that aims to be user-friendly and accessible to a wide audience. Here are a few key considerations for its future:
Message: @Pi_vendor_247 on telegram if u want to sell PI COINS.
1. Mainnet Launch: As of my last knowledge update in January 2022, Pi was still in the testnet phase. Its success will depend on a successful transition to a mainnet, where actual transactions can take place.
2. User Adoption: Pi's success will be closely tied to user adoption. The more users who join the network and actively participate, the stronger the ecosystem can become.
3. Utility and Use Cases: For a cryptocurrency to thrive, it must offer utility and practical use cases. The Pi team has talked about various applications, including peer-to-peer transactions, smart contracts, and more. The development and implementation of these features will be essential.
4. Regulatory Environment: The regulatory environment for cryptocurrencies is evolving globally. How Pi navigates and complies with regulations in various jurisdictions will significantly impact its future.
5. Technology Development: The Pi network must continue to develop and improve its technology, security, and scalability to compete with established cryptocurrencies.
6. Community Engagement: The Pi community plays a critical role in its future. Engaged users can help build trust and grow the network.
7. Monetization and Sustainability: The Pi team's monetization strategy, such as fees, partnerships, or other revenue sources, will affect its long-term sustainability.
It's essential to approach Pi or any new cryptocurrency with caution and conduct due diligence. Cryptocurrency investments involve risks, and potential rewards can be uncertain. The success and future of Pi will depend on the collective efforts of its team, community, and the broader cryptocurrency market dynamics. It's advisable to stay updated on Pi's development and follow any updates from the official Pi Network website or announcements from the team.
What website can I sell pi coins securely.DOT TECH
Currently there are no website or exchange that allow buying or selling of pi coins..
But you can still easily sell pi coins, by reselling it to exchanges/crypto whales interested in holding thousands of pi coins before the mainnet launch.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and resell to these crypto whales and holders of pi..
This is because pi network is not doing any pre-sale. The only way exchanges can get pi is by buying from miners and pi merchants stands in between the miners and the exchanges.
How can I sell my pi coins?
Selling pi coins is really easy, but first you need to migrate to mainnet wallet before you can do that. I will leave the telegram contact of my personal pi merchant to trade with.
Tele-gram.
@Pi_vendor_247
how can I sell my pi coins for cash in a pi APPDOT TECH
You can't sell your pi coins in the pi network app. because it is not listed yet on any exchange.
The only way you can sell is by trading your pi coins with an investor (a person looking forward to hold massive amounts of pi coins before mainnet launch) .
You don't need to meet the investor directly all the trades are done with a pi vendor/merchant (a person that buys the pi coins from miners and resell it to investors)
I Will leave The telegram contact of my personal pi vendor, if you are finding a legitimate one.
@Pi_vendor_247
#pi network
#pi coins
#money
The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just telegram this number below. I sold about 3000 pi coins to him and he paid me immediately.
Telegram: @Pi_vendor_247
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Turin Startup Ecosystem 2024 - Ricerca sulle Startup e il Sistema dell'Innov...Quotidiano Piemontese
Turin Startup Ecosystem 2024
Una ricerca de il Club degli Investitori, in collaborazione con ToTeM Torino Tech Map e con il supporto della ESCP Business School e di Growth Capital
If you are looking for a pi coin investor. Then look no further because I have the right one he is a pi vendor (he buy and resell to whales in China). I met him on a crypto conference and ever since I and my friends have sold more than 10k pi coins to him And he bought all and still want more. I will drop his telegram handle below just send him a message.
@Pi_vendor_247
US Economic Outlook - Being Decided - M Capital Group August 2021.pdfpchutichetpong
The U.S. economy is continuing its impressive recovery from the COVID-19 pandemic and not slowing down despite re-occurring bumps. The U.S. savings rate reached its highest ever recorded level at 34% in April 2020 and Americans seem ready to spend. The sectors that had been hurt the most by the pandemic specifically reduced consumer spending, like retail, leisure, hospitality, and travel, are now experiencing massive growth in revenue and job openings.
Could this growth lead to a “Roaring Twenties”? As quickly as the U.S. economy contracted, experiencing a 9.1% drop in economic output relative to the business cycle in Q2 2020, the largest in recorded history, it has rebounded beyond expectations. This surprising growth seems to be fueled by the U.S. government’s aggressive fiscal and monetary policies, and an increase in consumer spending as mobility restrictions are lifted. Unemployment rates between June 2020 and June 2021 decreased by 5.2%, while the demand for labor is increasing, coupled with increasing wages to incentivize Americans to rejoin the labor force. Schools and businesses are expected to fully reopen soon. In parallel, vaccination rates across the country and the world continue to rise, with full vaccination rates of 50% and 14.8% respectively.
However, it is not completely smooth sailing from here. According to M Capital Group, the main risks that threaten the continued growth of the U.S. economy are inflation, unsettled trade relations, and another wave of Covid-19 mutations that could shut down the world again. Have we learned from the past year of COVID-19 and adapted our economy accordingly?
“In order for the U.S. economy to continue growing, whether there is another wave or not, the U.S. needs to focus on diversifying supply chains, supporting business investment, and maintaining consumer spending,” says Grace Feeley, a research analyst at M Capital Group.
While the economic indicators are positive, the risks are coming closer to manifesting and threatening such growth. The new variants spreading throughout the world, Delta, Lambda, and Gamma, are vaccine-resistant and muddy the predictions made about the economy and health of the country. These variants bring back the feeling of uncertainty that has wreaked havoc not only on the stock market but the mindset of people around the world. MCG provides unique insight on how to mitigate these risks to possibly ensure a bright economic future.
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
#pi #sell #nigeria #pinetwork #picoins #sellpi #Nigerian #tradepi #pinetworkcoins #sellmypi
how to sell pi coins in all Africa Countries.DOT TECH
Yes. You can sell your pi network for other cryptocurrencies like Bitcoin, usdt , Ethereum and other currencies And this is done easily with the help from a pi merchant.
What is a pi merchant ?
Since pi is not launched yet in any exchange. The only way you can sell right now is through merchants.
A verified Pi merchant is someone who buys pi network coins from miners and resell them to investors looking forward to hold massive quantities of pi coins before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
1.[1 17]service quality assessment in insurance sector a comparative study between indian and chinese customers
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Service Quality Assessment in Insurance Sector: A Comparative
Study between Indian and Chinese Customers
Ravi Kant Sharma (Corresponding author)
Raj Kumar Goel Engineering College, Ghaziabad
Uttar Pradesh, India
ravikantgzb@gmail.com
M.R.Bansal
Institute of Business Management
B.R.Ambedkar University, Agra
Abstract
Globalisation and open market system have created the complex competitive environment not
only for the manufacturing sector but also for the service sector. Recent developments in
global economy have led the service companies especially the insurance companies to plan
and execute their strategies towards increasing customer satisfaction and loyalty through
improved service quality. The present study focuses on developing a valid and reliable
instrument to measure customer perceived service quality and comparing these between
Indian and Chinese Insurance companies. The resulting validated instrument comprised of six
dimensions: assurance, personalized financial planning, competence, corporate image,
tangibles and technology. The study finds that although both the countries are operating in
similar service environment but the responses to these service quality components differ from
customers of one country to another.
Keywords: Service Quality, Cross Cultural, Insurance, GAP analysis,
1. Introduction:
In recent years, there has been a resurgence of interest in services due to their ever-increasing
importance in both developed and developing countries (Hubner, 1997; Hunerberg and Mann,
1997; Keegan and Schlegelmilch, 2001; Muhlbacher et al., 1999). Over the past decades, the
share of GDP attributable to services has continued to grow in many countries and accounts
for more than 60 percent of the world output today (Kotabe and Helsen, 2004). This trend is
bound to continue in the future.
Services also represent a major driving force of international trade. Over the past years, the
share of services in total cross-border exports has risen constantly. As a consequence, service
marketers are dealing with an increasingly globalized environment, confronting new
opportunities for profit while facing world-class competitors. Liberalization and
internationalization has impacted in the way as service quality across the sectors has now
become an important means of differentiation and path to achieve business success. Such
differentiation based on service quality can be a key source of competitiveness for insurance
companies and hence have implication for leadership in such organizations. The trend of
insurance companies shifting from a product-focused view to a customer-focused one has
been developing recently as insurance products become increasingly hard to differentiate in
fiercely competitive markets. It is becoming desirable for insurance companies to develop a
customer centric approach for future survival and growth. The awareness has already dawned
that prompt, efficient and speedy service alone will tempt the existing customers to continue
and induce new customers to try the services of the company. In Asia there are two large
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economies which are grown in past one decade after implementing economic reforms this
study focuses on these two major economies of the Asia i.e. India and China.
China’s insurance industry is one of the fastest growing insurance industries across the globe.
While most of the countries worldwide are still witnessing brisk growth amid recovery,
Chinese insurance industry has already started growing by leaps and bounds, ending 2010
with a growth of around 33%. Life insurance products including health and personal
accidents resulted in maximum growth, accounting for a lion’s share of total insurance
premium written in the country. The Chinese insurance industry is expected to grow at a
CAGR of over 24% during 2011-2014.General insurance premium are also growing at a
rapid pace with burgeoning demand in various sub-segments. The report attempts to assess
market potential in each of the sub segments namely motor (auto), property, agriculture,
liability, cargo, and short-term personal accident insurance. Motor insurance accounts for a
major share of general insurance premium and is a key driver for future. The market will also
witness new and innovative insurance products in future to further increase penetration of the
industry in the country.
However, the insurance market in China still remains largely untapped. With insurance
penetration (in terms of GDP) at mere 3.4% at the end of 2009, China stands far behind than
the global average penetration of over 7%. Thus, the future of industry looks certainly
promising with ever strengthening distribution network, development of new channels for
sales, and positive indicators for foreign players. (Table1)
India was ranked 9th among 156 countries in the life insurance business as per data published
by Swiss Re. During the year 2009, life insurance premiums in India grew by 10.1 per cent
(inflation adjusted), while the global life insurance industry contracted by 2 per cent. The
share of Indian life insurance sector in the global market was 2.45 per cent during 2009, as
against 1.98 per cent in 2008.Since opening up of the Insurance sector in 1999, 40 private
companies have been granted license by 30th
September 2010 to conduct business in Life
Insurance and General Insurance. Of the 40, 22 are in the Life Insurance and 18 in General
Insurance. After the opening up of the sector, the average annual growth of first year’s
premium in the Life segment worked out of 47.06% and in the Non-Life segment it was
16.87%.
Today, hardly 20 per cent of the population in India is insured and insurance premium (life as
well as non-life) account for just 2 per cent of the GDP as against the G-7 average of 9.2 per
cent. A burgeoning middle class, high per capita savings and low penetration of insurance are
some of the key factors responsible for the tremendous interest foreign insurance companies
are showing in the Indian insurance industry. An insurance survey by LIC and KPMG
revealed that he annual growth in the average insurance premium in India has been 8.2 per
cent compared with the global average of 3-4 per cent. Per capita insurance premium in India
is a mere US $6, one of the lowest in the world. In South Korea, the corresponding figure is
US $ 1,338, in US it is $22,550 and in UK it is $1,589. Insurance premium in India accounts
for a mere 2 per cent of GDP compared to the world average of 7.8 per cent and G-7 average
of 9.2 per cent. Insurance premium as a percentage of savings is barely 5.95 per cent in India
compared to 52.5 per cent in UK. With the entry of private players, the market has been
flooded with new products and customer service has improved. The following table brings
out the low insurance penetration in India as compared to other countries, which is an
indicator of the high potential for growth
There are many researches that present the different dimensions to measure the service
quality across service sectors. To measure service quality and identify the dimensions that
customers consider in evaluating bank services, the most commonly used research instrument
is SERVQUAL (Parasuraman et al., 1988). This SERVQUAL scale for measuring service
quality in a variety of service sectors is used in most studies of bank service quality (Arasli et
al., 2005b; Chi Cui et al., 2003; Lam, 2002; Mels et al., 1997; Othman and Owen, 2001;
Zhou, 2004; Zhou et al., 2002). In addition to the SERVQUAL scale, alternative instruments
are available for specific use in the banking sector (Avkiran, 1994; Bahia and Nantel, 2000;
Aldlaigan and Buttle, 2002; Jabnoun and Al-Tamimi, 2003; Karapte et al., 2005; Guo et al.,
2008), but they have not been used as extensively as SERVQUAL.
2. Literature Review
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Over the past few years, there has been a considerable research on different aspects of service
quality leading to a sound conceptual base for both practioners and researchers. Authors
(Parasuraman et al., 1988; 1991; Carman, 1990) agree that service quality is an abstract
concept, difficult to define and measure. Some of the contemporary definitions of service
quality are summarized in Table 1. On service quality modeling, Gronroos (1984) divides the
customer’s perceptions of any particular service into two dimensions, namely technical and
functional quality. Parasuraman et al. (1985) proposed the gap model of service quality that
operationalised service quality as the gap between expectation and performance perception of
the customer.
Later on, service quality has also been defined broadly as “consumers’ assessment of the
overall excellence or superiority of the service” (Zeithaml et al., 1993). It is viewed as an
attitude or global judgment about the overall excellence of a service, with comparison of
expectations and performance as the measuring tools. Researchers have tried to
operationalised service quality from different perspectives for different service applications.
Based on their conceptual and empirical studies, researchers derived and proposed different
service quality dimensions for various service applications, as illustrated in Table 2.
However, SERVQUAL (Parasuraman et al., 1988; Boulding et al., 1993) and SERVPERF
(Cronin and Taylor, 1992) are the most widely used service quality measurement tools.
SERVQUAL scale measures service quality, based on difference between expectation and
performance perception of customers using 22 items and five-dimensional structure. In the
SERVPERF scale, service quality is operationalised through performance only score based
on the same 22 items and five dimensional structure of SERVQUAL.
The insurance companies offer services that are acceptance products with very few cues to
signal quality. It has been suggested that consumers usually rely on extrinsic cues like brand
image to ascertain and perceive service quality (Gronroos, 1984). This factor is especially
true for a “pure” service such as insurance, which has minor tangible representations of its
quality and is highly relational during most transactions. There is also a lack of price signal in
the market due to specialized customer needs and difficulty in comparing prices; thus
consumers cannot rely solely on price as an extrinsic cue to signal quality.
The life insurance purchase output are often delayed, and thus do not allow immediate post-
purchase valuation. As such, overall satisfaction can’t be immediately measured through an
reaction towards purchase. This situation is more apparent as the future benefits of the
“product” purchased are difficult to foresee and take a long time to “prove” its effects
(Crosby and Stephens, 1987). Infrequent purchase and “usage” of such credence products by
consumers would mean an inability or difficulty in forming service expectations due to
limited understanding of and familiarity with the service (Johnston et al., 1984). At the same
time, because of the amount of money that is typically invested in an insurance policy,
customers seek long-term relationships with their insurance companies and respective agents
in order to reduce risks and uncertainties (Berry, 1995). Pure services like insurance may,
therefore, conjure different expectations than that of services that include tangible products
(Toran, 1993). An insurance policy is almost always sold by an agent who, in 80% of the
cases, is the customer’s only contact (Richard and Allaway, 1993; Clow and Vorhies, 1993;
Crosby and Cowles, 1986). Customers are, therefore, likely to place a high value on their
agent’s integrity and advise
(Zeithaml et al., 1993) The quality of the agent’s service and his/her relationship with the
customer serves to either alleviate or exaggerate the perceived risk in purchasing the life
insurance product. Putting the customer first, and, exhibiting trust and integrity have found to
be essential in selling insurance (Slattery, 1989). Sherden (1987) laments that high quality
service (defined as exceeding “customers’ expectations”) is rare in the life insurance industry
but increasingly demanded by customers. Toran (1993) points out that quality should be at
the core of what the insurance industry does. Customer surveys by Prudential have identified
that customer want more responsive agents with better contact, personalized communications
from the insurer, accurate transactions, and quickly solved problems (Pointek, 1992). A
different study by the National Association of Life Underwriters found other important
factors such as financial stability of the company, reputation of the insurer, agent integrity
and the quality of information and guidance from the agent (King, 1992). Clearly,
understanding consumers’ expectations of life insurance agent’s service is crucial as
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expectations serve as standards or reference points against which service performance is
assessed (Walker and Baker, 2000).Technology has also become an important factor in how
the agent operates in the field including other functions such as distribution, claim costs and
administration (Anonymous, 2004).
Research has shown that the quality of services and the achievement of customer satisfaction
and loyalty are fundamental for the survival of insurers. The quality of after sales services, in
particular, can lead to very positive results through customer loyalty, positive WOM,
repetitive sales and cross-selling (Taylor, 2001).However, many insurers appear unwilling to
take the necessary actions to improve their image. This creates problems for them as the
market is extremely competitive and continuously becomes more so (Taylor, 2001). Previous
studies, notably those of Wells and Stafford (1995), the Quality Insurance Congress (QIC)
and the Risk and Insurance Management Society (RIMS) (Friedman, 2001a, 2001b), and the
Chartered Property Casualty Underwriters (CPCU) longitudinal studies (Cooper and Frank,
2001), have confirmed widespread customer dissatisfaction in the insurance industry,
stemming from poor service design and delivery. Ignorance of customers’ insurance needs
(the inability to match customers perceptions with expectations), and inferior quality of
services largely account for this. The American Customer Satisfaction Index shows that,
between 1994 and 2002, the average customer satisfaction had gone down by 2.5% for life
insurance and 6.1% for personal property insurance respectively (www.theacsi.org). In
Greece, for example, 48% of consumers consider that the industry as a whole is characterized
by lack of professionalism.
It is therefore not surprising that measurement of service quality has generated, and continues
to generate, a lot of interest in the industry (Wells and Stafford, 1995). Several metrics have
been used to gauge service quality. In the United States, for example, the industry and state
regulators have used "complaint ratios" in this respect (www.ins.state.ny.us). The “Quality
Score Card”, developed by QIC and RIMS, has also been used. However, both the complaints
ratios and the quality scorecards have been found to be deficient in measuring service quality
and so a more robust metric is needed. Although service quality structure is found rich in
empirical studies on different service sectors, service quality modeling in life insurance
services is not adequately investigated. Further, for service quality modeling, a set of
dimensions is required, but there seems to be no universal dimension; it needs to be modified
as per the service in consideration. Thus, the dimensions issue of service quality requires
reexamination in context of life insurance services.
There are several studies conducted in a various countries, including: China (Bahia and
Nantel, 2000); the United Arab Emirates (Jabnoun and Al-Tamimi, 2003); China (Lam, 2002;
Guo et al., 2008); South Africa (Mels et al., 1997); Cyprus (Karapte et al., 2005); the UK
(Aldlaigan and Buttle, 2002); Nigeria (Ehigie, 2006); South Korea (Chi Cui et al., 2003);
Kuwait (Othman and Owen, 2001); Australia (Avkiran, 1994; Baumann et al., 2007); and
Malaysia (Amin and Isa, 2008), to name just a few. These studies reflect service quality
assessment on individual countries and further to these studies some more studies have been
done to compare service quality among different countries, (Dash et al., 2009; Glaveli et al.,
2006; Lewis, 1991; Malhotra et al., 2005). Most of these studies are particularly limited
between developed and developing countries. However, cross-cultural service quality studies
have become increasingly relevant as international business flourishes along with a more
integrated global service environment (Arasli et al., 2005a; Dash et al., 2009).
3. Objectives of the Study
Although several researchers have made theoretical and empirical contribution to the study of
service quality in various industries, (like banking, healthcare, education etc) the area of life
insurance is not adequately researched. Some previous studies in this area focused
exclusively on relational qualities (Crosby and Stephens, 1987) and on the generic
SERVQUAL format of quality measurement (Parasuraman et al., 1994).
Following objectives were structured for the purpose of this study:
• To investigate service quality structure for Insurance in India and China.
• To study the level at which services are being well delivered i.e. up-to what level
performances are meeting the expectations.
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• To study the impact of different dimensions on service quality offered in Indian and
Chinese Insurance Companies.
• To assess service quality in the Insurance as perceived by Indian and Chinese service
users.
A review of literature revealed that the earlier studies on measurement of customer perceived
service quality were very few for the life insurance sector world wide. The topic therefore
needs to be investigated.
4. Research Methodology
In order to develop a reliable and valid service quality measurement scale, an empirical study
was undertaken based on methodology .We have used Conclusive Cross-Cultural Descriptive
Research Design to study the service quality structure and its key dimensions in life insurance
sector. The survey instrument was a SERVQUAL type questionnaire relevant to insurance
industry. The questionnaire was divided into two sections. In the first part information related
to different socioeconomic and demographic criteria like income, age, profession, educational
qualification, etc was collected. In the second part, respondents were asked to evaluate
parameters on service quality relevant to insurance industry (on a 5 point scale anchored at
“strongly agree” and “strongly disagree”).
This part consists of 22 statements for both expectations and perception scores, regarding
various aspects of service quality. These service quality aspects were identified by a detailed
exploratory identification process. This included eight focus group discussions (with 40 life
insurance policyholders); eight in-depth interviews (three with branch managers and five with
agents of various life insurance companies).Content analysis of focus group discussions and
depth interviews was performed. In content analysis, the responses (oral as well as written)
were categorized and classified. Then they are coded for tabulation purpose. Thereafter the
frequency counts (of different categories) were compared. These responses were augmented
from current literature in order to draw a wider and more in-depth inventory of service
quality items in life insurance context. Finally, 22 attributes of service quality in life
insurance sector were identified after the process.
4.1.Sample and data collection
Data were gathered through email from customers in China and India. Self-administered
questionnaires were distributed to a convenience sample of customers. Research assistants at
mall entrances asked potential respondents to complete a survey dealing with service quality.
The questionnaire was initially written in English and translated to local languages in
respective countries to post their appropriate responses. In India the survey was conducted in
both English and Hindi and in China most of the customers responded to Chinese language
accurately and positively. Total 176 completed questionnaires were collected in China out of
which 31 were incomplete and eliminated, leaving 145 valid questionnaires for further
analysis. In India, 278 completed questionnaires were collected, out of which 36 were
incomplete which were left from the study making 242 questionnaires for further analysis in
the Indian sample.
Customer Profile
The Customer profile was further tabulated in Table 3. In the Chinese sample, the majority of
respondents were below 40 yrs of age (83%) and ratio of male and female respondents was
61:39 34 percent of Chinese respondents belonged to middle income group. The middle
income group ranged from 1, 00,000-3, 00, 00 Chinese Yuan. In terms of education, 83
percent of the respondents had a university degree, 15 percent had any professional
qualification other than university degree and 16 percent had a secondary school education.
In the Indian sample, a majority of the respondents were male (63 percent). In terms of
income, 53 percent of the respondents were from middle income group which ranges from
4,00,000- 8,00,000 INR. These Chinese and Indian income bands were chosen because they
are broadly comparable in terms of standard of living in the two countries. In terms of
education, 67 percent of the respondents had a university degree, 13 percent had any
professional qualification other than university degree and 19 percent had a secondary school
education.
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4.1.2. Data Analysis
The views of the sample respondents regarding the services offered by the Companies under
study are presented in Table 4. Referring to Table 4; the comparison of expectations and
perceptions of Indian and Chinese Customers, it is observed that the sample customers have
very similar opinion as indicated from the mean values of different dimensions.
The gap (P - E) as shown in Fig. 1 and Fig. 2, is positive for first two factors (i.e. tangibles
and competence) of Indian respondents indicating satisfaction of the customers. In the rest
four factors (i.e. Corporate Image, Technology, personalized financial planning and assurance)
the gap is negative indicating dissatisfaction of the customers, which are also statistically
significant as indicated from the t–values. Further, component wise analysis indicates that the
higher level of dissatisfactions are observed in factors like; i) Adequate numbers of branches;
ii) Simple & Less time consuming Procedure for purchasing a policy, iii) Financially stable
company, iv) Value for money; in all components of Technology, Personalized financial
planning and assurance except Understanding intimately specific needs & Complaint
handling should be prompt, online.
This indicates the major reasons of dissatisfaction of customers in Indian Customers are staff
related.
There are only three components where the customer’s satisfaction is statistically significant
(i.e. accessible location of the branch, Prompt & Efficient Grievance handling mechanism,
prompt and hassle free claims settlement. A comparison between opinion of respondents for
perceptions and expectations exhibits that out of the six dimensions of service quality gaps,
two are positive indicating customers’ satisfaction and rest four are negative indicating
customer dissatisfaction. The levels of satisfaction with Chinese Customers are significant for
Competence dimension, where as they are dissatisfied with assurance dimension (significant
at 5 % level). Further component-wise analysis indicates highest level of satisfaction is
associated with Prompt & Efficient Grievance handling mechanism (0.905) while highest
level of dissatisfaction with Availability of flexible product solution and Trust & Clarity in
explaining policy’s terms and conditions.
The results of SERVQUAL items show similar trend in responses of customers of Indian and
Chinese Companies. The mean scores for both expectation and perception of customers are in
the middle range indicating not very-high levels of expectations from the customers. Figure 1
and 2 present the mean scores of expectations and perceptions of respondents of Indian and
Chinese customers respectively. In exact variations, the quality gap is significant for Chinese
sample but not for the Indian sample is competence (2.011**); while for Indian Customers
but not for Chinese sample is assurance (- 3.099*). Higher differences for mean scores are
observed for Indian Customers, compared to that of Chinese. Principal component analysis
(PCA) was used to interpret the 22 components of service quality for expectations and
perceptions to compare with the initial findings. The findings of the initial models were six
dimensions, as compared with seven dimensions extracted for expectations and perceptions
of the respondents from Chinese Sample. The results of the factor analysis for Chinese
sample are given in Table 6.
For customers’ expectation in Chinese samples, the KMO measures of sampling adequacy is
0.637 and approximate Chi-Square significant at 1 % level, indicating the applicability of
factor analysis.
Similarly, KMO measures 0.698 and significance level of Bartlett’s test of sphericity at 0.000,
suggests the need for factor analysis of performance of Chinese samples as viewed by the
respondents. Total variances explained by the first seven factors are 75.106 %, and 74.321 %
in the analysis of customers’ expectation and perceptions respectively. The solutions for 5 –
components suggested by Zeithmal et al are compared with the sample results indicating
validity of the scales and suggesting the basis in Table 3 for Chinese customers’ expectations
and perception. The KMO measures of sampling adequacy is 0.590 and c2 is significant at
0.000 level indicates the suitability of PCA method for identifying the important components
of expectations of Indian customers. Eight factors have been extracted by the method
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explaining 76.848 percent of the variances in customers’ expectations, taking the cut off point
in the eigen value as ‘1’ (see Table 4). Similarly, the analysis of perception of Indian
respondents suggests five factors extracted through PCA explain 66.582 percent variations
taking the cut off point of eigen value as ‘1’. Further, 1st and 2nd factors combined explain
40.456 % of the variations. Here, the first factor comprised of nine out of the 22 items of
service quality and second factor has clubbed seven items. Again, the content of the five
factors extracted is different from the initial dimensions suggested in the model.
5. Conclusion
These findings emphasize the continuing importance of the employee in providing services
which was supported in research of Dash (2009) for another sector in service industry that
was on Chinese banks . Despite technological automation customers apparently continue to
value person-to-person contact (Molina et al., 2007) that is the reason for negative response
in technological dimensions in both the countries. Despite the changing environment,
customers still assess service quality primarily in terms of the personal support they receive
from employees, rather than technical innovations (Arasli et al., 2005a). According to Molina
et al. (2007), customers expect certain benefits if they are to maintain a long-term relationship
with a particular company. These benefits include first-rate service, personal recognition and
friendly interactions, and a sense of confidence and trust. The findings of the present study,
especially with respect to the Chinese sample of respondents, are in accordance with this
view
Although this study focuses on life insurance industry, however the results can be used for
investigating service quality improvements of life insurance industries of other countries as
well. This can be performed by incorporating necessary changes in service quality aspects in
accordance with socio-economic environment of that nation.
There are, some scope for further research. Future studies in this area should also measure
changes in service quality expectations over time in order to have a better understanding of
how perceptions about service quality relate to satisfaction and loyalty. This is because
service expectations and perceptions are known to be affected by customers’ immediate
reaction to specific service encounters.
The results of this study support the claims of Malhotra et al. (2005) that perceptions of
service quality vary by nationality due to differences in economic, social, and cultural
environments. Researchers are encouraged to replicate this study in different countries.
Considering the debate in the literature about the significance of using country or nationality
as surrogate variables for culture (e.g. Craig and Douglas, 2006), researchers should examine
these differences using a more elaborate conceptualization of culture (e.g. cultural values
orientations). In addition, future research should consider globalization effects (e.g. Craig and
Douglas, 2006) and how they accelerate the emergence of a “global consumer” (e.g.
Cleveland and Laroche, 2007). Previous studies confirm the existence of homogeneous
consumer segments, sharing similar needs and preferences that transcend countries.
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Table 1
Premium Volume(in
Millions USD)
Change
in %(Nominal)
Change
in %(adjusted
inflation)
Country 2010 2009 2008 2010 2009 2010 2009
China 224919 172425 151473 30.4 13.8 26.2 14.6
India 80521 68528 57434 17.5 19.3 4.9 7.6
Source: Swiss Re.
Table 2 Service quality Dimensions according to usage
Authors Application Areas
Service Quality
Dimensions
Parasuraman, Zeithaml and
Berry
Telephone,brokerage,banks and repair
and maintenance
Reliability
Responsiveness
Assurance
Empathy
Tangibility
Lehtinen
Restaurants,Hotels,Pubs,Food
Junctions
Corporate Quality
Physical Quality
Interactive
Process
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Output
Rosen and Karwan Health care, Teaching
Reliability
Responsiveness
Assurance
Knowing the customers
Tangibility
Access
Siu and Cheung
Retail Stores, Departmental
Stores/Chains
Personal Interaction
Policy
Problem Solving
Physical Appearance
Promises
Problem Solving
Convenience
Mehta and Lobo Life Insurance
Tangibles
Competence
Corporate image
Technology
Personalized financial
planning
Assurance
Table 3 Customer Profile
Parameters
Chinese Indian Total
F % age F %age f %age
Age
Below 30 86 59.31 112 46.28 199 100
30-40 34 23.45 76 31.40 134 100
41-50 19 13.10 34 14.05 68 100
51-60 6 4.14 20 8.26 39 100
Education
upto XIth
24 16.55 46 19.01 66 100
Graduate 64 44.14 98 40.50 208 100
Post Graduate 35 24.14 62 25.62 130 100
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Professional 22 15.17 36 14.88 68 100
Gender
Male 89 61.38 152 62.81 282 100
Female 56 38.62 90 37.19 190 100
Occupation
Salaried 76 52.41 106 43.80 180 100
self employed 36 24.83 83 34.30 133 100
House wife 21 14.48 32 13.22 53 100
Retired 12 8.28 21 8.68 40 100
Income
Higher Income Group 56 38.62 54 22.31 130 100
Middle Income Group 48 33.10 126 52.07 224 100
Lower Income Group 41 28.28 62 25.62 118 100
Table 4 Comparison of Means of Customers Expectation and Performance Indian and Chinese Samples
Component
Indian Chinese
Performance
Expectation
Gap
t-value
Performance
Expectation
Gap
t-value
Tangibles
Adequate No. of branches
5.18
2
5.59
5
-
0.41
3
-
2.447*
*
5.27
4
5.56
8
-
0.29
5
-
1.188
Accessible location of the branch
5.00
8
4.83
1
0.17
7 1.148
4.83
2
4.80
0
0.03
2 0.152
Good ambience of the branch
5.09
5
4.92
6
0.16
9 1.124
4.94
7
4.74
7
0.20
0 0.876
Compete
nce Staff dependable in handling customer’s problems
5.09
5
4.57
0
0.52
5 4.164
4.70
5
4.44
2
0.26
3 1.204
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4 * 2 *
Approaching from customer’s point of view
4.07
0
4.74
4
-
0.67
4
-
4.399*
4.18
9
4.58
9
-
0.40
0
-
1.784
Trust & Clarity in explaining policy’s terms and
conditions
3.87
2
4.68
6
-
0.81
4
-
5.443*
3.86
3
4.49
5
-
0.63
2
-
2.826
*
Understanding intimately specific needs
4.85
1
4.61
6
0.23
5 1.591
4.80
0
4.71
6
0.08
4 0.397
Fig 1. Indian Samples
Fig 2. Chinese Samples
Performance
Expectation
Performance
Expectation
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Table 5 Factor Analysis(Indian)
Expectation
Factors Variables Components Loading Variance explained
Factor-1
Prompt and hassle free claims settlement
Competence/ Corporate
Image/Personalised
Financial
planning/Assurance
0.51
18.33%
Financially stable company 0.689
Value for money 0.631
Provision of Flexible payment schedule 0.863
Trained and well-informed agents 0.804
Approaching from customer’s point of view 0.721
Understanding intimately specific needs 0.621
Factor-2
Accessible location of the branch
Competence/ Tangibles/
Corporate
Image/Technology
0.468
15.81%
Staff dependable in handling customer’s
problems
0.766
Efficient Staff 0.846
Prompt & Efficient Grievance handling
mechanism
0.681
Innovativeness in introducing new products 0.794
Provisions for Convertibility of products 0.609
Factor-3
Simple & Less time consuming Procedure for
purchasing a policy
Corporate
Image/Technology
0.736
9.69%
Proactive information through e-mail or SMS 0.745
Factor-4
Adequate No. of branches
Tangibles
0.856
8.31%
Good ambience of the branch 0.7
Factor-5
Easy online transaction Personalised Financial
planning/Assurance
0.621
8.19%
Availability of flexible product solution 0.738
Factor-6 Complaint handling should be prompt, online Technology 0.808 7.95%
Factor-7
Supplementary services
Personalised Financial
planning/Assurance
0.567
6.83%Trust & Clarity in explaining policy’s terms and
conditions
0.755
Perceptions
Factors Variables Components Loading Variance explained
Factor-1
Efficient Staff
Competence/ Corporate
Image/Personalised
Financial
planning/Technology
0.737
17.43%
Prompt & Efficient Grievance handling
mechanism
0.555
Innovativeness in introducing new products 0.593
Simple & Less time consuming Procedure for 0.585
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purchasing a policy
Proactive information through e-mail or SMS 0.833
Availability of flexible product solution 0.865
Provisions for Convertibility of products 0.718
Factror-2
Financially stable company
Corporate Image/
Technology/ Assurance
0.715
16.01%
Easy online transaction 0.673
Complaint handling should be prompt, online 0.522
Approaching from customer’s point of view 0.822
Trust & Clarity in explaining policy’s terms and
conditions
0.766
Factor-3
Adequate No. of branches
Tangibles
0.816
12.28%
Accessible location of the branch 0.773
Factor-4
Provision of Flexible payment schedule Personalised Financial
planning/Assurance
0.824
8.24%
Trained and well-informed agents 0.766
Factor-5
Good ambience of the branch
Tangibles/Competence
0.578
7.57%Staff dependable in handling customer’s
problems
0.875
Factor-6
Prompt and hassle free claims settlement Competence/ Corporate
Image
0.774
6.62%
Value for money 0.505
Factor-7
Supplementary services Personalised Financial
planning/Assurance
0.713
6.17%
Understanding intimately specific needs -0.607
Table-6 Factor Analysis(Chinese)
Expectation
Factors Variables Components Loading
Variance
explained
Factor-1
Efficient Staff
Competence/Corporate
Image
0.839
12.74%
Prompt & Efficient Grievance
handling mechanism
0.84
Innovativeness in introducing new
products
0.704
Factor-2
Proactive information through e-
mail or SMS
Technology/
Personalised Financial
Planning
0.486
12.55%Availability of flexible product
solution
0.913
Provisions for Convertibility of 0.683
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products
Supplementary services 0.74
Factor-3
Provision of Flexible payment
schedule Personalised Financial
Planning/Assurance
0.857
10.07%
Trained and well-informed agents 0.83
Factor -4
Approaching from customer’s point
of view
Assurance
0.757
9.88%
Trust & Clarity in explaining
policy’s terms and conditions
0.844
Understanding intimately specific
needs
0.633
Factor-5
Accessible location of the branch
Tangibles/ Competence
0.577
8.86%
Good ambience of the branch 0.866
Staff dependable in handling
customer’s problems
0.616
Factor-6
Value for money
Corporate
image/Technology
0.589
8.69%
Easy online transaction 0.699
Complaint handling should be
prompt, online
0.737
Factor-7
Adequate No. of branches
Competence/ Corporate
Image/Tangibles
0.501
7.42%
Prompt and hassle free claims
settlement
0.802
Financially stable company 0.516
Factor-8
Simple & Less time consuming
Procedure for purchasing a policy Corporate image
0.99 6.64%
Perceptions
Factors Variables Components Loading
Variance
explained
Factor-1
Financially stable company
Technology/ Corporate
Image/Personalised
Financial
planning/Assurance
0.722
22.08%
Value for money 0.679
Easy online transaction 0.768
Complaint handling should be
prompt, online 0.629
Provision of Flexible payment
schedule 0.622
Trained and well-informed agents 0.746
Approaching from customer’s point
of view 0.825
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Trust & Clarity in explaining
policy’s terms and conditions 0.772
Understanding intimately specific
needs 0.681
Factor-2
Adequate No. of branches
Tangibles/Competence/
Corporate Image
0.723
18.38%
Accessible location of the branch 0.734
Good ambience of the branch 0.807
Staff dependable in handling
customer’s problems 0.742
Efficient Staff 0.609
Innovativeness in introducing new
products 0.573
Simple & Less time consuming
Procedure for purchasing a policy 0.625
Factor-3
Proactive information through e-
mail or SMS
Technology/
Personalised Financial
planning
0.774
12.10%
Availability of flexible product
solution 0.898
Provisions for Convertibility of
products 0.539
Factor-4
Prompt & Efficient Grievance
handling mechanism
Competence
0.459
7.45%
Prompt and hassle free claims
settlement 0.826
Factor-5
Supplementary services
Personalised Financial
Planning 0.696
6.56%