Impact of Service Quality on Customer Satisfaction in Life Insurance Companies in Sri Lanka

Dr. Sivesan

Impact of Service Quality on Customer Satisfaction in Life Insurance Companies in Sri Lanka

Dr. Sivesan * §

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University of Jaffna - Sri Lanka

Impact of Service Quality on Customer Satisfaction in Life Insurance Companies in Sri Lanka

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Abstract

Insurance industry is recorded high growth rate in Sri Lanka in the recent years. The delivery of high-quality service is the vital to success in service industries. Customers are likely to choose insurance company that has high quality of service such as provide complete information about the product and services, well-known and positive corporate image, handle the complaints. Service quality is a recent and more dynamic decisive issue in the marketing thought. The population was the customer who has life insurance policies in the top five insurance companies which are lapsed within one year and structured questionnaire is used as a major method to collect primary data. The special case is that population sample was selected from all 25 districts and 200 respondents are selected as the sample out of the total population. This paper examines the impact of Service Quality of the life insurance companies on their customer satisfaction. The SERVQUAL instrument is selected to measure service quality. The results of the study confirms that tangibility, responsiveness, assurance and empathy have a moderate positive influence on customer satisfaction and even though reliability has negative relationship, it impacts on customer satisfaction in the insurance industry. Further the researcher identified that assurance was the most important factor. It has considerable impact on customer satisfaction in Insurance industry.

References

47 Cites in Article

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Dr. Sivesan. 2019. "Impact of Service Quality on Customer Satisfaction in Life Insurance Companies in Sri Lanka". Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 19 (GJMBR Volume 19 Issue E5).

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GJMBR Volume 19 Issue E5

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-E Classification JEL Code: M31

Submission ReceivedDecember 8, 2018
Peer Review Double Blind
Handling Editor
Accepted January 4, 2019
Published January 15, 2019

Version of record

v1.2

Issue date

October 18, 2019

Language

English

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Article Matrices

Total Score: 153

Country: Sri Lanka

Subject: Global Journal of Management and Business Research

Authors: Dr. Sivesan (PhD/Dr. count: 1)

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Publish Date: 2019 01, Tue

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