A Relationship Between Service Quality and Customer Satisfaction in Life Insurance Sector

EasyChair Preprint no. 2378

Abstract

The main aim of this research paper is to validate all the service quality dimensions pertaining to life insurance sector and the factors influencing customer satisfaction in the same. This paper is based on primary data derived from the life insurance policy holders under their perception regarding service quality offered to them from public and private insurance companies. The researcher used Likert’s five point scale to measure their satisfaction level regarding various services offered by the Public and private sector insurance companies. The researcher obtained 300 responses from the policyholders of public and private sector insurance companies. The researcher applied both exploratory factor analyses, confirmatory factor analysis as well as linear multiple regression analysis to validate the empirical relationship between service quality dimension and customer satisfaction in life insurance sector. It is concluded from the research that there are eight dimensions of the service quality and customer satisfaction mainly depends upon the best service offered to their customers.

Keyphrases: customer perception, life insurance companies, policyholders

@Booklet{EasyChair:2378,
  author = {M. Yuvaraj and G. Rajendiran},
  title = {A Relationship Between Service Quality and Customer Satisfaction in Life Insurance Sector},
  howpublished = {EasyChair Preprint no. 2378},

  year = {EasyChair, 2020}}