Indian Journal of Industrial Relations: Economics & Social Dev.

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Service Quality in General Insurance Sector: An Empirical Study


Affiliations
1 Manipal Institute of Technology, Karnataka 576104, India
2 Manipal Institute of Management, Karnataka 576104., India
     

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The service quality research in the area of insurance is yet to gain full momentum despite the fact that it is one of thefastest growing service sectors. The Paper develops a metrics for service quality specifically for the insurance sector and apply the same to investigate the perception of service quality. The study reveals the service quality gaps in the insurance industry. The weaker dimensions of service quality are identified and implications are drawn to improve the existing systems, processes and practices.
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  • Service Quality in General Insurance Sector: An Empirical Study

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Authors

B. Gopalkrishna
Manipal Institute of Technology, Karnataka 576104, India
Lewlyn L. R. Rodrigues
Manipal Institute of Technology, Karnataka 576104, India
K. V. M. Varambally
Manipal Institute of Management, Karnataka 576104., India

Abstract


The service quality research in the area of insurance is yet to gain full momentum despite the fact that it is one of thefastest growing service sectors. The Paper develops a metrics for service quality specifically for the insurance sector and apply the same to investigate the perception of service quality. The study reveals the service quality gaps in the insurance industry. The weaker dimensions of service quality are identified and implications are drawn to improve the existing systems, processes and practices.

References