A Pilot Study On The Service Quality Of Insurance Companies
Consequent to the implementation of government policies on globalisation and liberalisation, the consumers have become more critical of the quality of service. Consumers are now aware of the alternatives available in relation to services and the provider organisations. Consumer expectations are rising and the provider organisations should be aware of these expectations. An attempt has been made in this paper to quantitatively study the levels of the dimensions of service quality and its relation to the level of customer satisfaction. This pilot study is confined to only insurance companies to illustrate the methodology.