Service Quality and Customer Satisfaction: A Case Study in General Insurance using Customized SERVPERF Instrument

Rodrigues, Lewlyn L R and Gopalkrishna , B and Varambally , K V M (2009) Service Quality and Customer Satisfaction: A Case Study in General Insurance using Customized SERVPERF Instrument. Vignana Jyothi Journal of Managernent , 1 (1). pp. 63-71.

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Abstract

The objective of this study is to investigate the relationship between Service quality and Customer satisfaction in a service industry, The research question attempted to answer in this research is, 'does Service quality increase Custon~er satisfaction?' While the obvious answer is 'yes' the research findings are indicative that it need not necessarily be true. This study involves measurement of Service quality and Customer satisfaction using a multiple item metric. The paper hypothesizes that there is a significant difference in perception between Service .uality and Customer Satisfaction. A link between service quality and customer satisfaction has been established service quality and customer satisfaction are inter-dependent and inter-related. Further, the study is indicative that enhancement of service quality will have a positive impact on the customer satisfaction. However, beyond a certain level, a given increase in service quality may not increase the satisfaction level of customers by a proportional amount.

Item Type: Article
Uncontrolled Keywords: Service quality, Customer satisfaction, Perception, Expectation, General Insurance and SERVPERF
Subjects: Engineering > MIT Manipal > Humanities and Management
Management > MIM Manipal
Depositing User: MIT Library
Date Deposited: 25 Aug 2014 10:45
Last Modified: 25 Aug 2014 10:45
URI: http://eprints.manipal.edu/id/eprint/140442

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