Service quality dimensions: Analyzing perceptions & expectation in Indian insurance industry with respect to Kaval region of Uttar Pradesh

This research paper underscore the need for Life Insurance providers to gear customer service and quality improvement efforts towards components of reliability. Service firms like other organizations are realizing the significance of customer-centred philosophies and are turning to quality management approaches to help managing their businesses. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted. Outcomes of the this research paper outline the fact that although SERVQUAL could close one of the important service quality gaps associated with external customer services. This research paper is based on 500 Life Insurance customers from five major cities of Uttar Pradesh KAVAL (Kanpur, Allahabad, Varanasi, Agra and Lucknow).

This research paper will emphasizes the role of improve service quality and hence customer satisfaction. The result shows recognizable gap for reliability, responsiveness and empathy, which reliability shows highest gap between customers’ perception and expectation. This study illustrates reliability emerged as the most critical determinant of SERVQUAL measure for service quality in terms of means of customer perception and expectation. The other dimensions (tangible, responsiveness, assurance and empathy) appear important but reliability dominates.