Using Servqual Model For Comparative Service Quality Analysis Of The Indian Non-Life Insurance Sector

Dr. Rohit Kumar and Dr. Manjit Singh

Paradigm, 2010, vol. 14, issue 2, 56-63

Abstract: Delivering of quality services to the customers has become an indispensable factor for success and survival in today’s competitive insurance environment. The post-liberalized insurance industry in India has been witnessing a discernible shift from the seller to the buyers’ market. The present study is an endeavor to assess the comparative service quality level of the Government owned and Private Sector Non-life Insurance Companies in the post liberalized environment using SERVQUAL approach. For analyzing the customers’ perception and expectation towards service quality of non-life insurance companies, a modified SERVQUAL type questionnaire relevant to the insurance industry was constructed. An attempt has been made to examine the significant gap between the service quality of government owned and private sector non-life insurance companies by using t-test on the gaps (P-E) on all the items of seven dimensions.

Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Product Availability; Product Convenience (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:sae:padigm:v:14:y:2010:i:2:p:56-63

DOI: 10.1177/0971890720100207

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