A Comparative Analysis of Service Quality of Private Life Insurance Companies

Abstract

Rapid digitization and globalization are leading to the existence of knowledgeable and more conscious customers. The companies have to win the battle in the minds of the customers for their success. The thought process, perceptions, and attitudes of customers are built on the quality of the experiences they had with service firms. Therefore private life insurance companies must be acknowledged with the customer perceptions of th,eir services. The paper focuses on the service quality of the top five private life insurance companies: ICICI Prudential Life Insurance, Bajaj Allianz Life Insurance, HDFC Standard Life Insurance, Max Life Insurance, and SBI Life Insurance companies. The study revealed that the service performances of the private life insurance companies are not up to the expectations of the customers. The study revealed that Bajaj Allianz Life Insurance has better service quality in comparison to the other four life insurance companies. Thus, the study discovered that customers are dissatisfied with the services of private life insurance companies. The private life insurance companies need to improve their tangibility, reliability, responsiveness, assurance, empathy, service convenience and service availability dimensions to positively enhance the customer perceptions of service quality of private life insurance companies. Private life insurance companies should improve their quality of service to enhance customer satisfaction. Private life insurance companies knowing the customer perceptions of their services can focus and formulate accordingly their service process.

Keywords: Service Quality, Life Insurance, Perception, Expectation, Customer

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