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The service quality gap analysis – a study on selected life insurance companies in Madurai

This paper evaluates the customer perceptions of service quality in select Life insurance companies. Data was collected from 163 customers of selected insurance companies using an interview schedule through a structured questionnaire. | The service quality gap analysis a study on selected life insurance companies in Madurai International Journal of Management IJM Volume 7 Issue 5 July Aug 2016 pp.106 115 Article ID IJM_07_05_009 Available online at http www.iaeme.com ijm issues.asp JType IJM amp VType 7 amp IType 5 Journal Impact Factor 2016 8.1920 Calculated by GISI www.jifactor.com ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication THE SERVICE QUALITY GAP ANALYSIS A STUDY ON SELECTED LIFE INSURANCE COMPANIES IN MADURAI Dr. K. Anandhi Assistant Professor Department of Entrepreneurship Studies School of Business Studies Madurai Kamaraj University Madurai Tamilnadu India ABSTRACT This paper evaluates the customer perceptions of service quality in select Life insurance companies. Data was collected from 163 customers of selected insurance companies using an interview schedule through a structured questionnaire. Gap analysis and Multi regression were used for analysis of data. The result shows that the dimension of service quality such as reliability dimension has the highest service gap and responsiveness has the lowest service gap. Insurance company staff ranked responsiveness the highest followed by assurance. The study implies that Life insurance companies should reduce the service gap to deliver good quality of service to keep existing customers as well as to attract new customers. Key words Tangibles Responsiveness Assurance Insurance Companies service quality Madurai. Cite this Article Dr. K. Anandhi The Service Quality Gap Analysis A Study on Selected Life Insurance Companies In Madurai. International Journal of Management 7 5 2016 pp. 106 115. http www.iaeme.com IJM issues.asp JType IJM amp VType 7 amp IType 5 INTRODUCTION In the District of Madurai Life insurance companies have emerged as one of the fastest growing sector. Additionally Tamilnadu government is pumping in huge funds in infrastructure smart cities and industrial projects to diversify the economy. Simultaneously