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Service Quality in General Insurance Sector: An Empirical Study

Indian Journal of Industrial Relations

Volume 44 Issue 1

Published: 2008
Author(s) Name: B. Gopalkrishna, Lewlyn L.R. Rodrigues & K.V.M. Varambally
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Abstract

The service quality research in the area of insurance is yet to gain full momentum despite the fact that it is one of the fastest 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. Keywords : Service quality, Insurance sector

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