Service Quality Perceptions to Wards Health Insurance Products

Context: A healthy and competent workforce is the biggest asset of any nation and therefore, it is an important objective of every progressive government to ensure health for all. In this regard, insurance is the backbone in managing the risk of the country. In today’s globalised world of fierce competition, providing a quality service to the customers is the key for existence and success of any business. Service quality or quality of service is said to be a function of three variables, viz., expectation, perception and performance. The main objective of this paper is to identify the service quality of health insurance products and services offered by the public and private health insurance companies and to identify the key factors contributing to the service quality. The study is based on primary data. The gaps between perception and expectation scores on various dimensions of service quality of health insurance products have been captured by the SERVQUAL tool.