ASSESSMENT OF SERVICE QUALITY IN HEALTH INSURANCE SECTOR A STUDY WITH SPECIAL REFERENCE TO CHENNAI CITY PDF Download

Author: Dr. S.T.KRISHNEKUMAAR
Publisher: Archers & Elevators Publishing House
ISBN: 9388805798
Category : Antiques & Collectibles
Languages : en
Pages : 136

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Author: Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi
Publisher: Lulu Publication
ISBN: 1667146505
Category : Art
Languages : en
Pages : 184

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Health care has become one of India’s largest sectors both in terms of revenue and employment. Health care comprises of hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health, insurance and medical equipment. In 2015, the Indian health care sector became the fifth largest employer, both in terms of direct as well as indirect employment, with total direct employment of 4,713,061 people. India is expected to rank amongst the top three healthcare markets in terms of incremental growth by 2020. The Indian health care sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well asprivate players.

Author: Sonia Chawla
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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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: Elijah Onoriode Olose
Publisher: Createspace Independent Publishing Platform
ISBN: 9781519586704
Category :
Languages : en
Pages : 58

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Customer is the most important part of any business and the success or failure of an organization depends on how it treats its customers. If the organization keeps its customers happy and satisfied then it is quite probable that the business will flourish and the company would grow. The significance of customer satisfaction has further enhanced in the modern times as the companies are jostling for customer share and have also acknowledged the importance of satisfied and loyal customers. There are various factors that influence customer satisfaction, and service quality is believed to be one of them. The current research studied this particular factor and its impact on customer satisfaction particularly in the insurance sector in Nigeria. Insurance is an important service industry and till some time back customer satisfaction was not given a lot of importance in the sector. However with modern form of insurance the scenario has begun to change. The objectives for the study are- 1. To explore the general factors of importance for customer who use the various insurance products in Nigeria and influence of each factor on buying perspective of the customer.2. To discover and compare customers' perceptions of actual experience and their evaluation of service quality performance within the Nigerian Insurance Sector. 3. To evaluate the significance of the difference between the exact and overall components of importance and actual experience in Insurance with focus on the Nigerian Insurance Sector. Various scholars have given their inputs on the subject of service quality and few of these studies were analyzed in the literature review chapter. The concept of service quality as given by Parsuraman et al. (1988), Zeithaml (1988) and other researchers was elaborated in the section. The chapter also discussed the various models of service quality, and how service quality relates to customer satisfaction. Further the importance of service quality to the insurance sector in Nigeria was also briefly discussed. The literature review chapter provided the direction to the study and for further understanding of the Nigerian perspective, the study was carried out among the customers of NICON Insurance Plc of Nigeria. The perspective of customers was captured by way of a survey, and the study established that the customers were satisfied with the service quality of the company to a large extent. The study also established that the employees honored their commitment, and they attempted to resolve their issues accordingly. On the whole the customers of NICON Insurance Plc are quite satisfied because of the company's service quality delivery.

Author: Mihir Dash
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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Service quality is a dominant issue in business today. Not only is superior quality linked to business success (Philips, Chang and Buzzell, 1983), but some consider service quality to be a prerequisite for the survival in the marketplace (Parasuraman, Zeithmal and Berry, 1988). Service quality was traditionally, albeit mistakenly, equated with courtesy (Benett and Higgins, 1988). Over the years, however, service quality has become more important to service businesses. In the early twentieth century, service quality has been reported as having apparent relationship to customer satisfaction (Boltan and Drew, 1991; Boulding et al, 1993). The results of the present study confirm the same in the context of the Indian insurance industry. The most important parameters that influence perception of overall service quality found in the study are appealing brochures, pamphets; time related promises being kept; services being provided at the promised time and employees' individual attention to customers.

Author: Stephen James O'Connor
Publisher:
ISBN:
Category :
Languages : en
Pages : 320

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Author: Lewlyn L. R. Rodrigues
Publisher: GRIN Verlag
ISBN: 3656323496
Category : Business & Economics
Languages : en
Pages : 80

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Master's Thesis from the year 2009 in the subject Business economics - Offline Marketing and Online Marketing, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability are highly scored, and Empathy and Assurance are least scored, whereas, Responsiveness is moderately scored Service quality dimension. It can be concluded that if meaningful outcome has to be obtained, both these metrics have to be applied to a service sector and based on the combined inference drawn, suggestions should be made for quality enhancement.

Author: Jordi Escayola
Publisher:
ISBN:
Category :
Languages : en
Pages : 21

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The aim of this project is to study the dimensions of service quality in non-life insurance market, applying the Quality Function Deployment (QFD) methodology.To achieve the purpose of the paper, a specific service quality scale was developed to reflect the most important service quality elements in the insurance industry. For the first time in any insurance market or insurance service quality research, the Insurance Service Quality Function Deployment (ISQFD) matrix was developed especially for the insurance sector. Furthermore, the SIQUAL scale has been developed which is specifically designed to analyse service quality in the insurance industry.We interviewed over 300 insurance customers (mainly car and home insurance policy holders) and 17 insurance experts - including company directors, researchers, public institution members, private institution members and consultancy directors from the insurance sector.By applying what we propose in this research study, insurance companies can develop their business and focus their actions on what is more efficient in the long term, increase their customers' satisfaction and loyalty. This research represents the first QFD analysis in the European insurance market and it is the first study based on a specific service quality scale, establishing a solid basis for future research in insurance service quality.

Author: Kamakshaiah Musunuru
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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Background: Healthcare industry in India is growing at a tremendous pace owing to its strengthening coverage, services and increasing expenditure by public as well as private players. Health care outfits as organizations pretty much depends on patient admissions. So ultimately this brings emphasis on importance of the health care consumer and impact of their behavior on hospital's performance. Aims & Objectives: This paper seeks to find out (1) impact of socioeconomic profile of the patients on service quality perception, (2) Impact of service quality perception on patient's behavior, (3) assess the usability of such impact to formulate healthcare strategy. Methods: This study is basically an exploratory cum causal research which attempts to explore certain relationships between socioeconomic characteristics versus behavioral characteristics of patients. The data was collected from 800 small and medium private clinics where competition is stringent. The resultant data assumed to be related to three constructs viz. socioeconomic profile, service quality perception and patient's behavior. There are 13 variables in the data set. Statistical analysis: Study used reliability analysis to evaluate the internal consistency in the data. Factor analysis together with structural equation modeling was used to evaluate study constructs. Results: Certain socioeconomic characteristics are significant towards certain service quality dimensions. There is also certain level of evidence in support of study proposition that patient's satisfaction and attitude depends on their perception of service quality. Conclusion: The hospitals as health care organizations can make use of the impact of socioeconomic profile of patients while strategizing care so that it impacts patient's service quality perception. More specifically, while strategizing patient's perception of accuracy, the hospitals can make use of entire socioeconomic makeup as a single construct.

Author: Omar Al Serhan
Publisher:
ISBN:
Category :
Languages : en
Pages :

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This study identifies the quality determinants of the private healthcare delivery and the gap between expected and perceived service quality. It will also investigate the relationship between satisfaction and loyalty with customers' perception. Data gathered from 154 patients, 41 management representatives and 46 internal customers including 38 doctors and 08 nurses from 15 private hospitals located in Western Province using a questionnaire survey developed based on SERVQUAL model. Findings suggest that reliability dimensions were the most expected by patients though, assurance dimensions were the most perceived quality dimensions. There were significance gap between expectation and perception while responsive dimensions shown the highest representing lower quality of service while assurance and empathy dimensions have significant relationship with overall customer satisfaction. From the internal customers' point of view, assurance dimensions were the highest service quality gap. Moreover, management values responsiveness as the most expected dimension by indicating differences between patient, management and internal customers expected and perceived service quality. Therefore, hospital administration can use the current findings to develop health care service delivery strategies to enhance patient satisfaction and patient trust.