SERVICE QUALITY PERCEPTIONS OF CUSTOMERS ABOUT INSURANCE COMPANIES kitap kapağı
Kitap başlığı:

SERVICE QUALITY PERCEPTIONS OF CUSTOMERS ABOUT INSURANCE COMPANIES

AN EMPIRICAL STUDY TO COMPARE SERVICE QUALITY OF PRIVATE AND PUBLIC LIFE INSURANCE COMPANIES IN INDIA

LAP LAMBERT Academic Publishing (2011-04-22 )

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ISBN-13:

978-3-8443-3273-5

ISBN-10:
3844332731
EAN:
9783844332735
Kitabın dili:
İngilizce
Özet:
The objective of the present study is to compare and analyze the service quality perceptions of customers about the public sector and private sector insurance companies. The study also seeks to find the relevant dimensions of the SERVQUAL/SERVPERF scale in insurance industry in Indian context. Exploratory factor analysis was used. As a result five factors were extracted using the methods of principal component analysis. The five factors extracted in case of public sector insurance company explained 78.34% of the variance; where as five factors extracted in case of private sector insurance company explained 77.07% of the variance. Regression results show that except tangibility dimension, beta coefficient values for other four dimensions of service quality namely; empathy, reliability, assurance, responsiveness are higher in case of public sector insurance companies.Results of t-test led to the inference that there is significant difference in the service quality perceptions of public and private sector insurance companies
Yayınevi:
LAP LAMBERT Academic Publishing
Websitesi:
https://www.lap-publishing.com/
Yazar:
VIKAS GAUTAM
Sayfa sayısı:
88
Yayın tarihi:
2011-04-22
Hisse:
Mevcut
Kategori:
Reklam, pazarlama
Fiyat:
49.00 €
Anahtar kelimeler:
service quality, Perception, insurance, Life Insurance, ServQual, SERVPERF, Correlation Analysis, exploratory factor analysis, regression analysis, Service quality, "Life Insurance, Correlation Analysis, Regression-Analysis

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