Study on Service Quality of Insurance Companies -A comparative study.
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Abstract
: Quality of service matters a lot in retaining existing business as well as getting new business in the service industries. Insurance being a service industry, it is needless to add that service quality is important. Today’s complex business environment makes it an imperative to maintain high quality service, come what may. Insurance sector is not an exception to the above rule. This study makes a simple attempt to compare service quality in both the Public and Private sector insurance companies. A sample of 107 responses from the existing policy holders belonging to both Public and Private sector insurance companies have been elicited to estimate the quality of service in them. Parameters such as Reliability, Confidentiality, Accuracy, Receptiveness to customer complaints, Quick complaint resolution, Receptiveness to customer suggestions, Innovations in products and services have been considered to estimate the service quality. Non probability sampling method and convenience sampling technique has been used in this study.
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