IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v20y2019i4p1010-1025.html
   My bibliography  Save this article

Factors Influencing Service Quality Perception in Indian Life Insurance Sector

Author

Listed:
  • Shyamasree Saha
  • Anirban Dutta

Abstract

The Indian insurance industry has gone through major transformations over the past two decades and life insurance sector has been no exception to it. With the introduction of privatization and the increase in number of insurance providers, the competition has risen unprecedentedly. To survive this immense competition, the companies have come up with numerous products and solutions to lure the customers. Other factors like increased coverage of lives/property, diverse customer-friendly products and rapid growth of multiple channels, like agency, bancassurance, etc., are gradually gaining momentum to intensify the level of competitiveness in the market. But unfortunately, this has somehow compromised the quality of service that is being delivered to the customers, and no attempt has been made to measure and ensure the service quality of this industry. This research aims to identify the determinant factors that contribute a substantial role in sculpting customers’ perception of service quality in Indian life insurance sector. Six factors were identified after the whole data mining process (using factor analysis) which were considered to be as the ‘Factors Influencing of Service Quality Perception in Indian Life Insurance Sector’.

Suggested Citation

  • Shyamasree Saha & Anirban Dutta, 2019. "Factors Influencing Service Quality Perception in Indian Life Insurance Sector," Global Business Review, International Management Institute, vol. 20(4), pages 1010-1025, August.
    • Handle: RePEc:sae:globus:v:20:y:2019:i:4:p:1010-1025
    DOI: 10.1177/0972150919845222
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150919845222
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150919845222?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    2. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jayaram, Jayanth & Tan, Keah-Choon, 2010. "Supply chain integration with third-party logistics providers," International Journal of Production Economics, Elsevier, vol. 125(2), pages 262-271, June.
    2. Jaime Martín-Martín & Bella Pajares-Hachero & Emilio Alba-Conejo & Nuria Ribelles & Antonio I. Cuesta-Vargas & Cristina Roldán-Jiménez, 2023. "Validation of the Upper Limb Functional Index on Breast Cancer Survivor," IJERPH, MDPI, vol. 20(6), pages 1-10, March.
    3. Hauck, Jana & Suess-Reyes, Julia & Beck, Susanne & Prügl, Reinhard & Frank, Hermann, 2016. "Measuring socioemotional wealth in family-owned and -managed firms: A validation and short form of the FIBER Scale," Journal of Family Business Strategy, Elsevier, vol. 7(3), pages 133-148.
    4. Fen Ren & Kexin Wang, 2022. "Modeling of the Chinese Dating App Use Motivation Scale According to Item Response Theory and Classical Test Theory," IJERPH, MDPI, vol. 19(21), pages 1-15, October.
    5. Ernest Bielinis & Jianzhong Xu & Aneta Anna Omelan, 2020. "A Novel Anti-Environmental Forest Experience Scale to Predict Preferred Pleasantness Associated with Forest Environments," IJERPH, MDPI, vol. 17(18), pages 1-18, September.
    6. Raveenajit Kaur A. P. & Kalvant Singh & Alberto Luis August, 2021. "Exploring the Factor Structure of the Constructs of Technological, Pedagogical, and Content Knowledge (TPACK): An Exploratory Factor Analysis Based on the Perceptions of TESOL Pre-Service Teachers at ," Research Journal of Education, Academic Research Publishing Group, vol. 7(2), pages 103-115, 06-2021.
    7. Cemil Kuzey, 2018. "Impact of Health Care Employees Job Satisfaction on Organizational Performance Support Vector Machine Approach," Journal of Economics and Financial Analysis, Tripal Publishing House, vol. 2(1), pages 45-68.
    8. Katharina Fellnhofer & Kaisu Puumalainen & Helena Sjögrén, 0. "Entrepreneurial orientation in work groups – effects of individuals and group characteristics," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-37.
    9. Silvia Mariela Méndez-Prado & Vanessa Rodriguez & Kevin Peralta-Rizzo & Patricia Everaert & Martin Valcke, 2023. "An Assessment Tool to Identify the Financial Literacy Level of Financial Education Programs Participants’ Executed by Ecuadorian Financial Institutions," Sustainability, MDPI, vol. 15(2), pages 1-24, January.
    10. César Torres Martín & Christian Acal & Mohammed El Homrani & Ángel Custodio Mingorance Estrada, 2021. "Impact on the Virtual Learning Environment Due to COVID-19," Sustainability, MDPI, vol. 13(2), pages 1-16, January.
    11. Katharina Fellnhofer & Kaisu Puumalainen & Helena Sjögrén, 2017. "Entrepreneurial orientation in work groups – effects of individuals and group characteristics," International Entrepreneurship and Management Journal, Springer, vol. 13(2), pages 427-463, June.
    12. Wen-Jye Shyr & Wei-Sho Ho & Jie-Ru Chen & Li-Ya Chang & I-Min Chen, 2022. "Effectiveness of Social Participation Courses Applied in the Disaster Prevention for Taiwanese K-12 Education," Sustainability, MDPI, vol. 14(13), pages 1-19, July.
    13. Tikas, Gaurav Dilip, 2023. "Team innovation capability: Scale development and validation," Technovation, Elsevier, vol. 126(C).
    14. Cheng Chen & Susanne Weyland & Julian Fritsch & Alexander Woll & Claudia Niessner & Alexander Burchartz & Steffen C. E. Schmidt & Darko Jekauc, 2021. "A Short Version of the Physical Activity Enjoyment Scale: Development and Psychometric Properties," IJERPH, MDPI, vol. 18(21), pages 1-15, October.
    15. Lasuli Bakalikwira & Juma Bananuka & Twaha Kaawaase Kigongo & Doreen Musimenta & Veronica Mukyala, 2017. "Accountability in the public health care systems: A developing economy perspective," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1334995-133, January.
    16. Gregory S. Ching & Pei-Ching Chao & Yi-Shan Kuo & Amy Roberts, 2021. "Effects of Cognitive Knowledge and Intercultural Behavioral Skills on Cultural Stereotypes and Intercultural Affect: A Case of Elementary Students’ Perspective on Islam," IJERPH, MDPI, vol. 18(24), pages 1-21, December.
    17. Jesús Antonio López Cabrera & Francisco Gabriel Villarreal & Diego Cardoso López, 2023. "Una propuesta de medición de la inclusión financiera en México," Remef - Revista Mexicana de Economía y Finanzas Nueva Época REMEF (The Mexican Journal of Economics and Finance), Instituto Mexicano de Ejecutivos de Finanzas, IMEF, vol. 18(3), pages 1-41, Julio - S.
    18. Wenxuan Geng & Liping Liu & Junye Zhao & Xiaoru Kang & Wenliang Wang, 2024. "Digital Technologies Adoption and Economic Benefits in Agriculture: A Mixed-Methods Approach," Sustainability, MDPI, vol. 16(11), pages 1-24, May.
    19. Marescotti, Maria Elena & Caputo, Vincenzina & Demartini, Eugenio & Gaviglio, Anna, 2020. "Consumer preferences for wild game cured meat label: do attitudes towards animal welfare matter?," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 23(4), June.
    20. Chandna, Vallari & Salimath, Manjula S., 2018. "Peer-to-peer selling in online platforms: A salient business model for virtual entrepreneurship," Journal of Business Research, Elsevier, vol. 84(C), pages 162-174.

    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:sae:globus:v:20:y:2019:i:4:p:1010-1025. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    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.