Journal Press India®

Comparison of Customers’ Perception with Regard to Service Quality in Public and Private Insurance Companies using Seroquel

Vol 13 , Issue 2 , July - December 2012 | Pages: 55-66 | Research Paper  

https://doi.org/10.51768/dbr.v13i2.132201217


Author Details ( * ) denotes Corresponding author

1. * Manish Madan, Head of the Department (BBA), Delhi School of Professional Studies and Research (Approved by AICTE), Delhi, India (dr.manishmadan1978@gmail.com)

To find the quality of services being provided by the Insurance companies. This study is intended to examine the gap between the expectation and perception of customers about  the Insurance companies using the SERVQUAL model.
Design/Methodology/Approach: Prior  to the  experiment a generic  questionnaire was  taken as developed by Parasuraman in 1988. Gaps were calculated and  then  using SPSS the correlation and regression analysis is being  done  to test the hypothesis of the study.
Findings: In  case  of the  private insurance companies, they  are  competing in  the  market very aggressively. But  the low score for reliability dimension is not a good signal for them. Private players need  to focus  on the  reliability part,  and  at  the  same  time, since  they  are good  at  tangibles, they should leverage  it  for  their  rapid growth. Assurance is  also  one  area  they  need  to focus,  so that customers can be satisfied.
Research Limitation/Implication:  This study is limited locally  collected  data and  some  of the respondents can be bias and  the accuracy of the data analysis.
Practical Implications: Results of this  study should provide the gap between the expectations and perceptions of customers.
Originality/Value:  This research will  contribute to  fill  the  gap  between the  expectations and perceptions of customers in reference  to the services  being  offered  by the insurance companies.

Keywords

Seroquel, Insurance Sector, Service Quality, GAP Analysis.

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