IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v42y2024i4p519-535.html
   My bibliography  Save this article

Prioritising the service quality factors affecting customer satisfaction in life insurance industry: an application of fuzzy AHP

Author

Listed:
  • Preeti
  • Manju Mittal
  • Sanjay Gupta

Abstract

As the insurance sector plays a big role in the economic development of a nation, therefore, the present research aims at prioritising the service quality factors, which affect customer satisfaction in the case of the life insurance industry. The data were accumulated from 557 policyholders holding life insurance policies in north India. A fuzzy analytical hierarchy process (fuzzy-AHP) was employed to prioritise the factors that influence customers' selection of life insurance partners. The key factors considered for the study were assurance, reliability, empathy, responsiveness, and tangibles. Findings of the study revealed Assurance as the top-ranked and prioritised factor influencing customers' selection of life insurance partners, whereas tangibles appeared as the least important factor. Data were gathered from the north Indian life insurance policyholders and only a few factors that form part of the SERVQUAL model were considered for analysis, which has been considered as limitation of the study.

Suggested Citation

  • Preeti & Manju Mittal & Sanjay Gupta, 2024. "Prioritising the service quality factors affecting customer satisfaction in life insurance industry: an application of fuzzy AHP," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 42(4), pages 519-535.
    • Handle: RePEc:ids:ijpqma:v:42:y:2024:i:4:p:519-535
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=140602
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:42:y:2024:i:4:p:519-535. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.