{"product_id":"modelling-service-quality-life-insurance-services-that-make-customers-happy-and-keep-them-loyal-9781805247623","title":"Modelling service quality Life insurance services that make customers happy and keep them loyal","description":"\u003cp\u003e • Author(s): Chauhan Nisha\u003cbr\u003e • Publisher: Independent Author\u003cbr\u003e • Publisher Imprint: Independent Author\u003cbr\u003e • BISAC: Management - General\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMarketers in Life Insurance Services have always been concerned with the\u003c\/p\u003e\u003cp\u003eCustomer Perceived Service Quality and Behavioural Intentions of the customers. The\u003c\/p\u003e\u003cp\u003eintensified competition has compelled the marketers to be more strategic in acquiring, \u003c\/p\u003e\u003cp\u003edealing and keeping customers. In view of significance of selected constructs, present\u003c\/p\u003e\u003cp\u003estudy reveals the level of service quality perceived, sense of satisfaction and loyalty\u003c\/p\u003e\u003cp\u003efelt by the customers of life insurance providers in India. A relationship model of the\u003c\/p\u003e\u003cp\u003eall the selected behavioural constructs is also purposed and tested with high\u003c\/p\u003e\u003cp\u003ereliability.\u003c\/p\u003e\u003cp\u003eA comprehensive analysis of available literature review laid the foundation of the\u003c\/p\u003e\u003cp\u003estudy, initially. Later, first hand data was accessed from the randomly selected\u003c\/p\u003e\u003cp\u003erespondents from representative population of residents of Delhi and Haryana (NCR)\u003c\/p\u003e\u003cp\u003ewho has taken life risks coverages from any of the life insurance service providers.\u003c\/p\u003e\u003cp\u003eThe data analyzed, portrays agreeable\/ good level of Service Quality perceived by the\u003c\/p\u003e\u003cp\u003ecustomer. Core Services provided to customers comes out as the top rated dimension\u003c\/p\u003e\u003cp\u003eof service quality, followed by Human Elements and Process of Service Delivery, \u003c\/p\u003e\u003cp\u003eSocial Responsibility and lastly, Physical Evidence. The customers of life insurance\u003c\/p\u003e\u003cp\u003eservices are also found satisfied and loyal with the service providers.\u003c\/p\u003e\u003cp\u003eFurther, the structural equation established for selected variables confirms significant\u003c\/p\u003e\u003cp\u003erelationships among them. The model developed portrays a significant influence of\u003c\/p\u003e\u003cp\u003eservice quality on customer satisfaction. One unit change in Service Quality leads to\u003c\/p\u003e\u003cp\u003e0.61 units change in Customer Satisfaction and 0.57 unit change in Customer Loyalty.\u003c\/p\u003e\u003cp\u003eOn the other hand, change of 0.23 unit in customer loyalty is derived from change in\u003c\/p\u003e\u003cp\u003eunit of customer satisfaction.\u003c\/p\u003e\u003cp\u003eThe marketers were suggested according to the service delivery gaps and probable\u003c\/p\u003e\u003cp\u003easpects to improve satisfaction and loyalty among customers. Established relationship\u003c\/p\u003e\u003cp\u003emodel of service quality, customer satisfaction and loyalty may help in further\u003c\/p\u003e\u003cp\u003eresearches on gap areas identified.\u003c\/p\u003e","brand":"Independent Author","offers":[{"title":"Paperback","offer_id":45131063099543,"sku":"9781805247623","price":2527.0,"currency_code":"INR","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0666\/3471\/1191\/files\/9781805247623.webp?v=1767652104","url":"https:\/\/atlanticbooks.com\/products\/modelling-service-quality-life-insurance-services-that-make-customers-happy-and-keep-them-loyal-9781805247623","provider":"Atlantic Books","version":"1.0","type":"link"}