An Assessment of Service Quality Among General Insurance Policyholders in Punjab PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download An Assessment of Service Quality Among General Insurance Policyholders in Punjab PDF full book. Access full book title An Assessment of Service Quality Among General Insurance Policyholders in Punjab by Sonia Chawla. Download full books in PDF and EPUB format.
Author: Sonia Chawla Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
The effective achievement of organizational goals and objectives largely depends upon delivery of service quality, and it has received significant attention from policyholders and researchers in the field of general insurance. Hence, the present paper studies the service quality among the policyholders in the state of Punjab consisting of heterogeneous policyholders in terms of sex, age, educational background, occupation, income, number of persons earning in a family, and place of residence. An assessment of service quality and gaps thereof has been done based on 39 variables through a model given by Parasuraman et al. (1985) and related dimensions based on the literature. Paired t-test has been employed to assess whether the service quality gap between policyholders' expectation and perception is significant or not, which indicates a statistically significant difference on 25 variables out of 39 in the case of public sector policyholders, and 18 variables out of 39 in the case of private sector. A correlation analysis applied on the variables, viz., overall service quality, customer satisfaction, purchase intention and overall corporate image, shows that in the case of public sector, correlation is maximum between overall service quality level and the overall corporate image of the insurer, while in the case of private sector, the correlation is maximum in the case of overall service quality level and customer satisfaction. This paper fulfills a long-felt need to identify the service quality gaps affecting the Indian general insurance industry. Therefore, this study can add new dimensions that can be used to improve the service quality level and provide an enhanced level of satisfaction to policyholders.
Author: Sonia Chawla Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
The effective achievement of organizational goals and objectives largely depends upon delivery of service quality, and it has received significant attention from policyholders and researchers in the field of general insurance. Hence, the present paper studies the service quality among the policyholders in the state of Punjab consisting of heterogeneous policyholders in terms of sex, age, educational background, occupation, income, number of persons earning in a family, and place of residence. An assessment of service quality and gaps thereof has been done based on 39 variables through a model given by Parasuraman et al. (1985) and related dimensions based on the literature. Paired t-test has been employed to assess whether the service quality gap between policyholders' expectation and perception is significant or not, which indicates a statistically significant difference on 25 variables out of 39 in the case of public sector policyholders, and 18 variables out of 39 in the case of private sector. A correlation analysis applied on the variables, viz., overall service quality, customer satisfaction, purchase intention and overall corporate image, shows that in the case of public sector, correlation is maximum between overall service quality level and the overall corporate image of the insurer, while in the case of private sector, the correlation is maximum in the case of overall service quality level and customer satisfaction. This paper fulfills a long-felt need to identify the service quality gaps affecting the Indian general insurance industry. Therefore, this study can add new dimensions that can be used to improve the service quality level and provide an enhanced level of satisfaction to policyholders.
Author: Dr. Bhakti Mahindrakar (Tatuskar) Publisher: Ashok Yakkaldevi ISBN: 145831040X Category : Art Languages : en Pages : 200
Book Description
1.1 Introduction: Over the years plan priorities have changed. In the beginning, they were growth-centric. Now, these have become human-centric. Human development is accorded a prime place; it depends upon Education, Health, and Sanitation. To achieve economic development, human development is most essential, but still, around 270 million i.e. 21.9 percent of people in India are unable to afford major health care facilities and services at the market price. So, Government of India and respective State Governments have made special efforts to solve this problem through the means of government Healthcare Schemes with government funding and Public Private Partnership, to improve Life expectancy and to minimize health related issues like Infant Mortality Rate, Neonatal Mortality Rate, and Maternal Mortality Rate and also to boost the productivity of people to work more and earn more for attaining economic development and growth to build a strong nation.
Author: Maria-Luisa Escobar Publisher: Brookings Institution Press ISBN: 0815705468 Category : Social Science Languages : en Pages : 239
Book Description
Over the past twenty years, many low- and middle-income countries have experimented with health insurance options. While their plans have varied widely in scale and ambition, their goals are the same: to make health services more affordable through the use of public subsidies while also moving care providers partially or fully into competitive markets. Until now, however, we have known little about the actual effects of these dramatic policy changes. Understanding the impact of health insurance-based care is key to the public policy debate of whether to extend insurance to low-income populationsand if so, how to do itor to serve them through other means.
Author: Stephane Hallegatte Publisher: World Bank Publications ISBN: 1464806748 Category : Business & Economics Languages : en Pages : 227
Book Description
Ending poverty and stabilizing climate change will be two unprecedented global achievements and two major steps toward sustainable development. But the two objectives cannot be considered in isolation: they need to be jointly tackled through an integrated strategy. This report brings together those two objectives and explores how they can more easily be achieved if considered together. It examines the potential impact of climate change and climate policies on poverty reduction. It also provides guidance on how to create a “win-win†? situation so that climate change policies contribute to poverty reduction and poverty-reduction policies contribute to climate change mitigation and resilience building. The key finding of the report is that climate change represents a significant obstacle to the sustained eradication of poverty, but future impacts on poverty are determined by policy choices: rapid, inclusive, and climate-informed development can prevent most short-term impacts whereas immediate pro-poor, emissions-reduction policies can drastically limit long-term ones.
Author: Lewlyn L. R. Rodrigues Publisher: Anchor Academic Publishing (aap_verlag) ISBN: 3954895528 Category : Business & Economics Languages : en Pages : 81
Book Description
This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Author: World Health Organization Publisher: World Health Organization ISBN: 9241563974 Category : Health & Fitness Languages : en Pages : 302
Book Description
1. Introduction and methods of work.-- 2. Alcohol: equity and social determinants.-- 3. Cardiovascular disease: equity and social determinants.-- 4. Health and nutrition of children: equity and social determinants.-- 5. Diabetes: equity and social determinants.-- 6. Food safety: equity and social determinants.-- 7. Mental disorders: equity and social determinants.-- 8. Neglected tropical diseases: equity and social determinants.-- 9. Oral health: equity and social determinants.-- 10. Unintended pregnancy and pregnancy outcome: equity and social determinants.-- 11. Tobacco use: equity and social determinants.-- 12. Tuberculosis: the role of risk factors and social determinants.-- 13. Violence and unintentional injury: equity and social determinants.-- 14. Synergy for equity.
Author: World Bank Publisher: World Bank Publications ISBN: 1464813566 Category : Business & Economics Languages : en Pages : 148
Book Description
Work is constantly reshaped by technological progress. New ways of production are adopted, markets expand, and societies evolve. But some changes provoke more attention than others, in part due to the vast uncertainty involved in making predictions about the future. The 2019 World Development Report will study how the nature of work is changing as a result of advances in technology today. Technological progress disrupts existing systems. A new social contract is needed to smooth the transition and guard against rising inequality. Significant investments in human capital throughout a person’s lifecycle are vital to this effort. If workers are to stay competitive against machines they need to train or retool existing skills. A social protection system that includes a minimum basic level of protection for workers and citizens can complement new forms of employment. Improved private sector policies to encourage startup activity and competition can help countries compete in the digital age. Governments also need to ensure that firms pay their fair share of taxes, in part to fund this new social contract. The 2019 World Development Report presents an analysis of these issues based upon the available evidence.
Author: Institute of Medicine Publisher: National Academies Press ISBN: 0309140129 Category : Medical Languages : en Pages : 286
Book Description
The goal of eliminating disparities in health care in the United States remains elusive. Even as quality improves on specific measures, disparities often persist. Addressing these disparities must begin with the fundamental step of bringing the nature of the disparities and the groups at risk for those disparities to light by collecting health care quality information stratified by race, ethnicity and language data. Then attention can be focused on where interventions might be best applied, and on planning and evaluating those efforts to inform the development of policy and the application of resources. A lack of standardization of categories for race, ethnicity, and language data has been suggested as one obstacle to achieving more widespread collection and utilization of these data. Race, Ethnicity, and Language Data identifies current models for collecting and coding race, ethnicity, and language data; reviews challenges involved in obtaining these data, and makes recommendations for a nationally standardized approach for use in health care quality improvement.
Author: Sonia Chawla
Author: Sonia Chawla
Author: Dr. S.T.KRISHNEKUMAAR
Author: Dr. Bhakti Mahindrakar (Tatuskar) 
Author: Maria-Luisa Escobar
Author: Stephane Hallegatte
Author: Christian Grönroos
Author: Lewlyn L. R. Rodrigues
Author: World Health Organization
Author: World Bank
Author: Institute of Medicine