2022年保险服务贸易文献综述及外文文献资料

1、本份文档包含：关于该选题的外文文献、文献综述 一、外文文献 标题 : Service Quality of the Insurance companies in Panchkula district: An Empirical study 作者 : Vij, Renu 期刊 : SIES Journal of Management, 卷:9 ；期 :1；页: 77-83；年份 : 2022 Service Quality of the Insurance companies in Panchkula district: An Empirical study Vij, Renu Abstract

2、 This paper deals with the need and importance of service quality in general and to review the established practices of the service quality of selected Insurance companies in Panchkula city, to study the attitude of the customers towards service quality of selected Insurance companies in Panchkula c

3、ity ,to offer suitable suggestions to improve the service quality of the Insurance companies. The researchers made an attempt to study the service quality of the selected insurance companies in panchkula City. This is an empirical study based on survey method. By adopting convenience sampling, 200 c

4、ustomers i.e. 100 customers from Max Life Insurance of India and 100 customers from Aviva Life Insurance, were selected for this study. Questionnaire has been incorporated to collect information various statistical tools such as chi-square test, analysis of one- way variance, analysis of co-variance

5、 and percentage analysis have been employed. No significant relationship is found in the attitude of respondents belonging to different age groups, educational status, occupation, and income level with the service quality of Insurance companies. The Indian Insurance companying sector should emerge s

6、tronger in line with the international standards at the same time to meet the national goals as well. The researchers have suggested suitable measures to improve the service quality of selected Insurance companies. If this study provokes the people concerned to take some positive measures in order t

7、o improve it, the researchers will feel amply rewarded. Keywords: Service Quality, Customer Satisfaction, Quality Satisfaction Introduction Globalization and technology improvements have forced companies in to tough competition. The ability to identify profitable customers and then customize marketi

8、ng on the basis of customer value has enabled many companies to punch above their credence in todays competitive environment. While getting customers is fundamental to business success, retaining customers is more important. Peter Drucker said the purpose of a business is to create customers In toda

9、ys economy, companies want devoted and quality customers. They also desire their image in the marketplace to be positive, despite the need to contain expenses on unprofitable customers. Paradoxically, even though the developed counties are evolving into a service economy, customer service satisfacti

10、on is at an all time low. The competitive market position and a good reputation of a company can quickly translate into market share and profit, but that distinction is often earned only through a philosophical commitment to service backed by diligent attention to what customers want and need. Custo

11、mer oriented thinking has been very popular especially in the 1990s but it has been mainly limited to acting according to customer expressed needs. Generally, the aim has not been a deeper understanding of customer needs, for examples, needs that customers might not be aware of because they do not p

12、erceive all the possibilities. Todays customers expect more after their dotcom experience, where everything was either free or heavily subsidized. Because they have more choices nowadays and the targeted customers are most valuable to the company. Developing close, co-operative relationship with cus

13、tomers is more important in the current era of intense competition and demanding customers. Concept of Service Quality Service quality refers to collective effort of service performance, which determines the degree of satisfaction of user of all the services. The degree of consumer satisfaction bear

14、s a direct relation with quality of service where good quality of service gives better customer satisfaction and bad quality of service lead to dissatisfaction of the customers. In a monopoly situation, a customer has no choice but to accept the quality of service of whatever level of standard that

15、the monopoly operator provides. Services marketing are different from product marketing because of inherent differences in services as compared to products. The services are intangible, inseparable, variable and perishable. Quality of services is an elusive concept because of intangible nature of se

16、rvice offering and the definition of quality may vary from person to person and situation to situation. Academicians and researchers have proposed several approaches to service quality. Some of them are; dimensions of service quality, gap analysis, the design approaches and direct application of qua

17、lity know-how from goods to services. Parasuram, Zeithmal and Berry 1985 identified ten determinants of service quality, namely, assurance, empathy, reliability, responsiveness, tangibility, competence, communication, understanding the customers, access and security. Major driver of social changes,

18、which shapes the possibilities and conduct of business, is technology. Every business whether it is manufacturing or service faces large amount of problems in marketing their products in the modern business world. Due to change in the economic, business, cultural and political environment, the consu

19、mers resort to change in their preferences. These changes on the part of consumers may provide either positive or negative impact on the business of modern firms. Accordingly, these firms have to make their business plans more comprehensive and effective. Obviously, the business firms have to use ad

20、equate and appropriate tools for the service quality without more interruptions. As customers vary in age, income, educational level, mobility patterns, taste, etc. it is necessary for the marketing managers to understand the behavior of consumer groups and develop products that can cater to their n

21、eeds. This will help managers to have an advantage over its competitors and make prediction to suit their preferences. Service Quality in Insurance Industry The quality of Insurance companying service is the end result of network designing, planning, engineering, operation, maintenance and the manag

22、ement of services delivered by the use of network and human resources to a customer. It depends on technical standards of various network components, serviceability, accessibility, and service management functions. Customer is the core component in the Insurance companying industry. The business of

23、insurance companying cannot function without customers, nor does just acquiring a certain number of customers do the business. It is a continuing process of transactions culminating in long-term Insurance companies -customer relationship. Insurance companying institutions thrive more on keeping old

24、customers happy, rather than getting new customers. No Insurance companies can possibly meet all the needs of its customers given to the diversity of their wants. In such a situation, the secret key factor of the Insurance Companys success is service quality. With the hot winds of competition blowin

25、g across the Indian Insurance companying industry, improving service quality has become more important than ever before. Insurance companies have to come out with innovative measures to satisfy the needs of the present customers, to acquire new customers and at the same time adopt procedures to win

26、back and retain lost customers. With the developing of information and technology and Internet, Insurance companies can aim at meeting the expectations of customers by adopting a strategy that is commonly known as customer relationship management. Most of the Insurance companys in India are new turn

27、ing to service quality as they are increasingly realizing that cost of acquiring new customers is far higher than the cost of retaining existing customers. The Insurance companys must realize that all customers are not equal, customer profitability varies from person to person, not all customers are

28、 evenly desirable for the Insurance companies, the Insurance companies must differentiate their customers based on the value criteria, value is the profit that the customer adds to the Insurance company and a more profitable customer is a high value customer and a less profitable customer is a low v

29、alue customer. The concept of service quality needs to make its impact in the Insurance companying scenario, particularly in the nationalized Insurance companies in India. Statement of the Problem In a service industry like insurance companying, the quality of customer service holds primal significa

30、nce in the context of sustained business growth. Lack of customer service in public sector Insurance companies, has been the topic of vehement criticizing during the post nationalization phase. The appointment of the Narashiman Committee in 1990, which although were the steps taken in the right dire

31、ction, have failed to bring about a perceptible improvement in the service quality. Zooming customer complaints at an alarming pace have made Insurance companies cautious about containing the mounting tide of customer dissatisfaction. Outdated and cumbersome system and procedures and undue apathy on

32、wards technology have taken their toll in the form of the poor quality of superior vehicle for growth. Lack of resources, absence of appropriate attitude, vision and planning, strong resistance from trade unions and indifferent attitudes of employees has made these Insurance companies slowly in adop

33、ting the new technology. Insurance companying has today become an extremely competitive business. However, the essential strength of an Insurance company lies in its good customer relationship. Insurance companies in the pell- mell rush for achieving efficiency and gaining technology are facing the

34、danger of forgetting this fundamental premise. Insurance companies are concentrating only on acquiring new customers. They seldom understand the importance and profitability of creating loyalty and retaining customers. Insurance companies have to come out with innovative measures to satisfy the need

35、s of both the present and the potential customers at the same time adopt procedures to win back the lost customers. In the light of the development, it seems pertinent to focus on the study of the quality of Insurance companying service, and the Insurance companies -customer relationship. Therefore,

36、 the service quality is currently much followed and it is very vital for Insurance companying industry in the present competitive scenario. With this background, the researchers made an attempt to study the service quality of the selected Insurance companies in Panchkula city. Objectives of the Stud

37、y 1. To study the need and importance of service quality in general. 2. To review the established practices of the service quality of selected Insurance companies in Panchkula city. 3. To study the attitude of the customers towards service quality of selected Insurance companies in Panchkula city. 4

38、. To offer suitable suggestions to improve the service quality of the Insurance companies. Research Design This is an empirical study based on survey method. This study was based mainly on primary data. The primary data was collected from the customers of the selected Insurance companies in Panchkul

39、a city with the help of questionnaire. The secondary data have been collected from the books, records and journals. By adopting convenience sampling, 200 customers i.e. 100 customers from Max - Life Insurance Company and 100 customers from Aviva Life Insurance Company were selected for this study. T

40、he information contained in the questionnaire has been tested and the necessary changes were incorporated in the revised questionnaire in the light of experience gained in the pilot study. In order to study the attitude of the customers, various statistical tools such as chi-square test, analysis of

41、 one-way variance, analysis of co-variance and percentage analysis have been employed. Findings 1. There is a significant relationship in the attitude of respondents belonging to different gender and Insurance Company with the service quality of selected Insurance Company in Panchkula city. No signi

42、ficant relationship is found in the attitude of respondents belonging to different age groups, educational status, occupation, and income level with the service quality of selected Insurance Company in Panchkula city. 2. The variations in the attitude level was high among male respondents, responden

43、ts belonging to above 51 years, respondents belonging to postgraduate and above qualifications, respondents of Aviva Life Insurance company, respondents having below Rs.5000 monthly income and respondents belonging to profession with the service quality of selected Insurance company in Panchkula cit

44、y. 3. 40%, 35% and 25% of the respondents had good, fair and poor attitude respectively with the service quality of selected Insurance Company. 4. About 39%, 35% and 26% of the respondents had good, fair and poor attitude respectively with the assurance. 37%, 46% and 39% of the respondents attitude

45、with the trustworthy of employees, safe in transacting with the Insurance Company and employees knowledge to respond customers questions respectively was good. 5. About 38%, 35% and 27% of the respondents had good, fair and poor attitude respectively with the individual attention. 41%, 37% and 39% o

46、f the respondents attitude with the individual attention, attention to specific needs of the customers and importance given to customers respectively was good. 6. About 43%, 31% and 26% of the respondents had good, fair and poor attitude respectively with the reliability of the service of selected I

47、nsurance companies. 45%, 36%, 43% and 47% of the respondents attitude with the maintenance of records, sincerity in solving customers problems, performance of service and keeping promises respectively was good. 7. About 40%, 29% and 31% of the respondents had good, fair and poor attitude respectivel

48、y with the responsiveness of the staff members of the selected Insurance companies. 49%, 35%, and 44% of the respondents attitude with the promptness in service, willingness to help customers and keeping customers well informed respectively was good. 8. About 44%, 34% and 22% of the respondents had

49、good, fair and poor attitude respectively with the tangibility of service facilities in the selected Insurance companies. 48%, 51%, and 43% of the respondents attitude with the physical facilities, up to date equipments and update communication material respectively was good. 9. 34%, 31% and 35% of

50、the respondents had good, fair and poor attitude respectively with the competence of the employees in selected Insurance companies. 35% and 39% of the respondents attitude with the creativity and innovativeness and technical skills respectively was good. 10. About 31%, 32% and 37% of the respondents

51、 had good, fair and poor attitude respectively with the customers communication for choice of best policy cover in selected Insurance companies. 35%, 38% and 43% of the respondents attitude with the communication respectively was poor. 11. 41%, 32% and 27% of the respondents had good, fair and poor

52、attitude respectively with the understanding of customers needs, desire and income in selected Insurance companies. 39%, 41% and 52% of the respondents attitude with the customization of products and services, best interest of the customers at heart and maintenance of database of customers respectiv

53、ely was good. 12. About 38%, 34% and 28% of the respondents had good, fair and poor attitude respectively with the access of service. 35%, 46% and 49% of the respondents attitude with the approachability, information network and technology respectively was good. 13. 42%, 33% and 25% of the responden

54、ts had good, fair and poor attitude respectively with the security of service in selected Insurance companies. 47%, 42%, 44% and 35% of the respondents attitude with the minimizing the fear, uncertainty and doubt, building confidence of customers, absence of frauds and errors and maintenance of secr

55、ecy respectively was good. 14. Customer care programme, establishment of customer complaints monitoring cell, customer satisfaction audit, home Insurance Company and appointment of trained relationship mangers were the suggestions of the sample customers to improve the service quality of selected In

56、surance companies in Panchkula city. Suggestions 1. Database on various aspects of customer profile such as the type of insurer, mode of payment, the period their association with the Insurance company and the purpose of insurance holding, plan of insurance, table term should be created by the custo

57、mer care department which should function in every Insurance company and it must develop an excellent total customer care programme to suit the specific requirements of its target customers. It will definitely strengthen the service quality of the selected Insurance Company. 2. The Insurance Company

58、 should establish a separate Customer Compliant Monitoring Cell. The function of the cell must be to receive, register and classify insured complaints and forward them to the respective departments to initiate action, and follow up until the compliant is attended to the satisfaction of the customer

59、insured concerned. 3. For effective customer retention, Insurance Company must keep the track of the insurance cover taken and withdrawn switched to any other insurance company on a daily basis. The Insurance Company should instantly make note of heavy switch to any other plan or to insurance compan

60、y and enquire with the customers, on a friendly basis, the reason for the switch. 4. Regular customer satisfaction audit is to be carried out to find areas of discrepancies and try to improve the customers perception level. 5. Round the clock Insurance companying facilities on phone i.e. tele-Insura