Open Access Subscription Access
Open Access Subscription Access
Impact of Quality of Service and Effectiveness of Manpower on the Performance of Life Insurance Corporation of India
Organizational performance depends on a number of factors where over time these factors varies from one sector to another sector, one nation to another nation and one culture to another culture. Like any other sector, in life insurance sector also customers are directly related with their service providers in different ways. Empirical studies indicated that the proper execution of the performance of any organization is generally influenced by its quality of manpower in the course of their effective works and fulfilling customers' needs or wishes through providing quality of services. Observing the last five years' (i.e. 2007-08, 2008-09, 2009-10, 2010-11 and 2011-12) performance of Life Insurance Corporation of India in Burdwan district in terms of the number of employees, agents, policyholders, new policies, premium income (single premium income, first year premium income and renewal premium income), individual death claims, grievances and operating expenses ratio, the researcher in this paper tried to investigate whether quality of service and effectiveness of manpower have any impact on the performance of Life Insurance Corporation of India or not.
Effectiveness of Manpower, Insurance, Performance, Quality of Service.
- Baker, D.A. and Crompton, J.L. (2000). "Quality, satisfaction and behavioural intentions", Annals of Tourism Research, Vol. 27 No. 3, pp. 785-804.
- Berry, L. L. (1995). Relationship marketing of services-growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23 (Fall), 236-245.
- Choudhuri, P. S. (2013). "Study on the usage behavior and overall satisfaction of the life insurance customers with special reference to the Life Insurance Corporation of India in Burdwan", JIS Management Vista, Vol. 7, No. 1 (January-June), pp. 79-91.
- Churchill, G. A. Jr. and Surprenant, C. (1982). "An Investigation into the Determinants of Customer Satisfaction," Journal of Marketing Research, 19 (November), 491-504.
- Clow, K. F. and Vorhies, D. W. (1993). Building a Competitive Advantage for Service Firms. Journal of Services Marketing, 7(1), 22-32.
- Cooper, R. W. and Frank, G. L. (2001). Key ethical issues facing the property and casualty insurance: has a decade made a difference? CPCU Journal, 54 (2), 99-111.
- Crosby, L. A. and Cowles, D. (1986). Life Insurance Agents as Financial Planners: A Matter of Role Consensus. Journal of Professional Services Marketing, 1 (Spring), 69-89.
- Friedman, S. (2001a). RIMS plans to have third quality scorecard published in 2002. National Underwriter, 105(18), 3-22.
- Friedman, S. (2001b). RIMS launches quality process. National Underwriter, 105(19), 3-29.
- Gabbott, M. and Hogg, G. (1998). Consumers and services. New York, NY: John Wiley and Sons.
- Harrison, T. (2003). "Understanding the behavior of financial services consumers: a research agenda", Journal of Financial Services Marketing, Vol. 8 No. 1, pp. 6-9.
- Joseph, M., Stone, G. and Anderson, K. (2003). Insurance customers'assessment of service quality: A critical evaluation. Journal of Small Business and Enterprise Development 10 (1): 81-92.
- Khatibi, A.A., Ismail, H., and Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44.
- King, C. (1992). Agents/policy owners split on service. National Underwriter, 41(October), 7.
- Luarn, P., Lin, T. M. Y. and Lo, P. K. Y. (2003). An exploratory study of advancing mobilization in the life insurance industry: The case of Taiwan’s Nan Shan Life Insurance Corporation. Internet research: Electronic Networking Applications and Policy 13 (4): 297-310.
- Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000). "Self-service technologies: understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64 No. 3, pp. 50-65.
- O'Neill, M., and Palmer, A. (2003). An exploratory study of the effects of experience on consumer perceptions of the service quality constructs. Managing Service Quality, 13, 187-196.
- Payne, A. (1995). The Essence of Service Marketing, Prentice - Hall International (UK) Ltd.
- Pointek, S. (1992). Outside interests: making the move from lip service to real service. National Underwriter, 96 (44), 34.
- Richard, M. D. and Allaway, A. W. (1993). Service Quality Attributes and Choice Behaviour. Journal of Services Marketing, 7(10), 59- 68.
- Spreng, R.A. and Mackoy, R.D. (1996). "An empirical examination of a model of perceived service quality and satisfaction", Journal of retailing, Vol. 72 No. 2, pp. 201-14.
- Wells, B. P. and Stafford, M. R. (1995). Service quality in the insurance industry: Consumer perceptions versus regulatory perceptions. Journal of Insurance Regulation, 13, 462-477.
Abstract Views: 273
PDF Views: 0