This document presents a study comparing the service quality of selected public and private life insurance companies in India's Rohilkhand region. Data was collected from 350 customers of LIC, ICICI Prudential, Reliance Life Insurance, and Bajaj Allianz using a SERVQUAL questionnaire. The study analyzed customers' expectations and perceptions of the five SERVQUAL dimensions - tangibility, reliability, responsiveness, assurance, and empathy. For LIC, responsiveness had the largest gap, indicating dissatisfaction with response times. For ICICI Prudential, reliability and tangibility had the largest gaps. In both cases, empathy had the smallest gap, showing customers were satisfied with understanding of their needs.
Customer Satisfaction in Inbound Call Centers: A Study on the Role of Respons...IJAEMSJORNAL
The aim of this study is to analyze customer satisfaction in Inbound Call Centers and examine the relationship between Responsiveness and Assurance in Perceived Service Quality. The researchers proposed to study theoretical foundations on customer satisfaction and service quality dimensions adopting SERVQUAL Model to investigative the impact of service quality dimensions on customer satisfaction to meet the research objective. The association between perceived service quality and customer satisfaction will assist call center management to clarify the role of service quality dimensions in perceived service quality through customer point of view. The respondents for this study are the customers who receive service from call center of Telecommunication service providers in Visakhapatnam, Andhra Pradesh, India. This research tested the effect of service quality dimensions on customer satisfaction and reported that both dimensions (responsiveness and assurance) had positive impact on customer satisfaction. Research results explore that Assurance has more impact on customer satisfaction than Responsiveness.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
Customer Satisfaction in Inbound Call Centers: A Study on the Role of Respons...IJAEMSJORNAL
The aim of this study is to analyze customer satisfaction in Inbound Call Centers and examine the relationship between Responsiveness and Assurance in Perceived Service Quality. The researchers proposed to study theoretical foundations on customer satisfaction and service quality dimensions adopting SERVQUAL Model to investigative the impact of service quality dimensions on customer satisfaction to meet the research objective. The association between perceived service quality and customer satisfaction will assist call center management to clarify the role of service quality dimensions in perceived service quality through customer point of view. The respondents for this study are the customers who receive service from call center of Telecommunication service providers in Visakhapatnam, Andhra Pradesh, India. This research tested the effect of service quality dimensions on customer satisfaction and reported that both dimensions (responsiveness and assurance) had positive impact on customer satisfaction. Research results explore that Assurance has more impact on customer satisfaction than Responsiveness.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
Effect of Customer Relationship Management in Public and Private Banksijtsrd
In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance and care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievanceand care and customer bonding are not significantly. R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdfPaper URL: https://www.ijtsrd.com/management/business-and-retail-research/26464/effect-of-customer-relationship-management-in-public-and-private-banks/r-anuradha
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This study will help analyze the Recitation of the two types of insurance companies
and to take remedial measures in the sphere of their insurance products. Today, in this
liberalized world, in order to sustain good Recitation, the insurance companies have to ensure
quality products at a competitive price. Companies can lower the price of the product by
reducing the cost. Their survival depends upon their policyholder policyholder’s recitation of
public and private sector general insurance industry in Structural Equation Model (SEM)
approach in the chosen study area. The study has to evaluate the policyholder’s perception
towards non-life insurance industry.
Policyholders Satisfaction of Life Insurance Products with Reference to Coimb...inventionjournals
The insurance sector opened up and new players entered the space before 15 years. At present the industry has 24 life insurance companies, 28 general insurance companies and 1 reinsurance company. Satisfaction is an important milestone in insurance products, especially at a time when the industry's reputation has been spoiled by mis-selling and improper disclosures of returns by agents. In that LIC holds majority market share in life insurance industry. The objective of the study is to understand the policyholder’s satisfaction and the various factors contributing to the satisfaction level. The primary data was collected by using the structured questionnaire and secondary data was collected by using journals, newspapers and the internet. The study area was limited to Coimbatore District. The reason to conduct the study in Coimbatore district is previously no researcher had done the satisfaction study in life insurance and IRDAI regulatory body had insisted all the insurance companied to disclose the lapsation of the policies. The population is not clear and it is infinite. Hence the sample size selected is 300 for the study.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
Effect of Customer Relationship Management in Public and Private Banksijtsrd
In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance and care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievanceand care and customer bonding are not significantly. R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdfPaper URL: https://www.ijtsrd.com/management/business-and-retail-research/26464/effect-of-customer-relationship-management-in-public-and-private-banks/r-anuradha
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This study will help analyze the Recitation of the two types of insurance companies
and to take remedial measures in the sphere of their insurance products. Today, in this
liberalized world, in order to sustain good Recitation, the insurance companies have to ensure
quality products at a competitive price. Companies can lower the price of the product by
reducing the cost. Their survival depends upon their policyholder policyholder’s recitation of
public and private sector general insurance industry in Structural Equation Model (SEM)
approach in the chosen study area. The study has to evaluate the policyholder’s perception
towards non-life insurance industry.
Policyholders Satisfaction of Life Insurance Products with Reference to Coimb...inventionjournals
The insurance sector opened up and new players entered the space before 15 years. At present the industry has 24 life insurance companies, 28 general insurance companies and 1 reinsurance company. Satisfaction is an important milestone in insurance products, especially at a time when the industry's reputation has been spoiled by mis-selling and improper disclosures of returns by agents. In that LIC holds majority market share in life insurance industry. The objective of the study is to understand the policyholder’s satisfaction and the various factors contributing to the satisfaction level. The primary data was collected by using the structured questionnaire and secondary data was collected by using journals, newspapers and the internet. The study area was limited to Coimbatore District. The reason to conduct the study in Coimbatore district is previously no researcher had done the satisfaction study in life insurance and IRDAI regulatory body had insisted all the insurance companied to disclose the lapsation of the policies. The population is not clear and it is infinite. Hence the sample size selected is 300 for the study.
A Study on Factors Influencing Customers to Prefer the Policies of Life Insur...Dr. Amarjeet Singh
The policyholders once when they become a part of
the LIC feel free about the safety of their wards since it takes
care of fixed financial benefits based on the premium and the
type of the policy the opted for . The families of the nonpolicyholders meet out uncertainty in many cases. So, there is
an attraction towards life insurance and concern and
awareness about the industry is also improving. People who
care much about them and their families hold life insurance.
The tastes and preferences of policyholders not the same. The
LIC of India has been introducing variety of policies based on
the preferences of the policyholders. It is observed that many
policyholders have taken more than one policy based on their
job nature and family members interest. It is a clear
indication that they are very much interested in utilizing
maximum benefits from Insurance companies. Some people
give due importance to money value and high returns on their
investments. But greater risks are inherent advantages
expected from LIC products. The present study emphasis the
factors influencing customers to prefer the policies of life
insurance of India in Palakkad District.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
customer brand preferance mobile phone.pdf hariharan23900 hariharan 23900
ABOUT THE AUTHOR
Mr. N. Hariharan BCOM CS ., DDTP., DOA., IBM, Currently pursing MBA Firs year at AR SCHOOL OF BUSINESS , Dindigul, Tamil nadu, India, DDTP – Diploma in desk top publishing in computer Software College, vadipatty, Madurai (13 July 2014) year of completed.DOA – Diploma in office automation in success software academy, vadipatty, Madurai (14 July 2016) year of completed. E- Tally - in success software academy, vadipatty, Madurai (12.06.2017) year of completed. IBM- International Business Management European University. Professional diploma programme 23.04.2021
Sakthi Arts and Science College for Women, Ottanchatram, Dindigul. ONE DAY NATIONAL LEVEL SEMIAR ON “STRATEGICAL SKETCHING OF POST PANDEMIC TRANSFORMATION IN INDAN TREND AND COMMERCE” In won paper presentation FIRST PRIZE and Best paper Award at 23.03.2021.
M.G.R Educational and Research Institute, Maduravoyal, Chennai. ONE DAY NATIONAL LEVEL ONLINE SYMPOSIM “MATHEMA 21” in Paper presentation winning 3rd Place At 05.05.2021.
He has published 58 papers published in international journal. Attended 52 webinars, paper presentation in 18 college national and international conference. Then 7 awars World record holder in AMIRTHAM 2021. Main area of specialization Commerce and Management. Finally total certificate is 205 it’s including quiz, webinar, pledge, workshops.
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Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
How libraries can support authors with open access requirements for UKRI fund...
A comparative study of service quality evaluation of selected life insurance 172
1. ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 2, Issue 1, pp: (116-125), Month: January - March 2015, Available at: www.paperpublications.org
Page | 116
Paper Publications
A Comparative Study of Service Quality
Evaluation of Selected Life Insurance
Companies in Rohilkhand Region
Gulshan Kumar1
, Ankit Agarwal2
1
Research Scholar, Kumaun University, Nainital
2
Research Scholar, Uttrakhand Technical University, Dehradun
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have
become more critical about the service quality of the product. In the present era, consumers have become more
aware about the alternatives available in the market related to the services and service providers. Due to increase
in customer awareness, customer expectations are rising and the providers should aware about the expectations of
the customer. This study compares customers’ perceptions of service quality of both public and private sector
insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance
has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region
of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as
tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by
customers to assess service quality. This study is confined to four major life insurance companies in India.
Keywords: Service Quality, Customer Satisfaction, Public Sector Life Insurance Companies, Private Sector Life
Insurance Companies.
1. INTRODUCTION
Globalisation have not created competitive market and environment only for manufacturing, trading, assembling and other
sectors but also created competitive environment for service sector. Due to rising consumer awareness and alternatives
available in the competitive market, it is not easy for any player to survive in the market for long-term without fulfilling
the expectations of the customers. Due to recent developments in the world economy, the insurance companies have to
plan and execute the strategies towards increasing customer satisfaction and loyalty through improved service quality.
Service quality influences customer retention and determines the growth and success of competing firms. Service quality
is the comparison of perceived service (what customer feels about the service) with the expected service (what is the
performance of the offered service).The customer perceive the service quality to be high if it perfect on his expectation
and it leads to their satisfaction with the related service. The present study focus on developing a valid and reliable
instrument to measure customer perceived service quality and comparing these between public and private sector
insurance players of India. The result comprised of five dimensions for the measurement of the service quality-
Tangibility, Reliability, Assurance, Responsiveness and Empathy.
2. LITERATURE REVIEW
Review of literature has vital relevance with any research work due to literature review the possibility of repetition of
study can be eliminated and another dimension can be selected for the study. The literature review helps researcher to
remove limitations of existing work or may assist to extend prevailing study. Several studies have been conducted to
2. ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 2, Issue 1, pp: (116-125), Month: January - March 2015, Available at: www.paperpublications.org
Page | 117
Paper Publications
analyze the different dimension of service quality of commercial banks in India and abroad. According to K. Rama
Mohana Rao, Quality means the degree of excellence in service performance. Consumers perceive the quality of a
service by experiencing the consumption process and comparing the experience with their expectations. The best service
quality firms cannot blame for poor quality .The service firm need to formulate strategies for quality performance. Service
quality management is the most critical task of service companies Quality may be perceived in many dimensions. It may
relate to cost, profitability, customer satisfaction, customer relations or positive word of mouth, customer asses service
quality with their own criteria. Buzell and Gale’s empirical research shows the positive relationship between service
quality and organizational performance. According to Parasuraman, Zeithmal and Berry Service quality is the degree
and direction of discrepancy between consumer‟s perceptions and expectations in terms of different but relatively
important dimensions of the service quality, which can affect their future purchasing behaviour. Douglas et al define
service quality as an attitude formed by long term, overall evaluation of performance. Lovelock et al (2006) opined that if
a firm wants to retain customer they are required to provide better services to their customers by quality improvement
programs and should continuously enhance benefits desired by customers. At the same time, productivity improvement
efforts decrease the cost. The customers are satisfied with the organization if the services deliver by firm are better than
their competitors. According to Zeithamal et al (2008) customer have two different types of service expectations: 1)
Meaning and types of expected service 2) Current issues in customer service expectations. In a Perception of the service,
service quality may be the most critical determinant of satisfaction. They mentioned the service encounters or “moments
of truth” as the building blocks for both satisfaction and quality. Service encounter is an opportunity to build perceptions
of quality and satisfaction. Johnston (1995) identified 18 dimensions of service quality to measure the performance of
service industries: aesthetic, availability, attentiveness, access, care, cleanliness, comfort, commitment, communication,
competence, courtesy, friendliness, flexibility, functionality, integrity, reliability, responsiveness and security.
3. OBJECTIVES OF THE STUDY
To measure and analyze the quality of services provided by public and private sector insurance companies in
Rohilkhand Region.
To rate which of the selected organisation is better in its service quality efforts.
To measure the customer satisfaction in selected public and private insurance companies by analyzing the gap between
expectations and their perceptions of insurance services.
To give suggestions to the selected insurance players so that their service quality efforts improve.
Hypothesis of the Study:
H0: There is no significant difference in the effectiveness of service quality practices being adopted by the selected public
and private sector service organisations.
4. RESEARCH METHODOLOGY
This study is based on a survey conducted in major cities namely, Bareilly, Pilibhit, Rampur, Moradabad of Rohilkhand
Region in Uttar Pradesh. Primary as well as secondary data were collected. The theoretical foundation of the study is
based on various secondary resources such as text books on service quality, articles, magazines and published papers. For
the purpose of the study a structured questionnaire was designed on 5 point Likert Scale, where „1‟ represents SD
(Strongly Disagree) and „5‟ represents SA (Strongly Agree) and the total 350 respondents were asked to respond the
statements in the SERVQUAL scale. Questionnaire consists of 10 questions related to five dimensions of service quality
in which the customer of insurance providers responded against their expectations and perceptions. Questionnaire was
personally delivered by hand at workplaces and homes, which was used as a method for data collection. The respondents
(125 of LIC and 75 of each private sector insurance companies) were required to record their perceptions and expectations
of the service of the respective public and private sector insurance companies in Rohilkhand Region. Life Insurance
Corporation (LIC) is the chosen public sector player while ICICI Prudential, Reliance Life Insurance and Bajaj Allianz
have been selected for the private sector .The study is based on the assumption that all insurance companies belong to the
same category. The categorization was based on the responses of the customers.
3. ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 2, Issue 1, pp: (116-125), Month: January - March 2015, Available at: www.paperpublications.org
Page | 118
Paper Publications
5. DATA ANALYSIS
Table 1.1: Average Gap Score of LIC of India
Expectation Perception Gap Score
Tangibility E Tangibility P E-P
Making the company and its
employees accessible to
customers through convenient and
multiple
communication channels
4.200 My company makes itself and its
employees accessible to customers
through convenient and multiple
communication channels
3.752 0.448
Creating excellent Interiors,
exteriors and Physical facilities to
delight the customers
4.168 My company creates excellent
Interiors, exteriors and Physical
facilities to delight the customers
3.400 0.768
Keeping competent
employees to serve customers
4.112 My insurer keeps competent
employees to serve customers
3.808 0.304
Total 12.480 10.960 1.520
Average of Gap score(Total of E-P/3) 0.506
Expectation Perception Gap Score
Reliability E Reliability P E-P
Establishing bonds with
customer by fulfilling the
promises made to them
4.040 My insurer establishes bonds with
customer by fulfilling the promises
made to them
3.776 0.264
Providing error free services and
keeping error free records
4.072 My company provides error free
services and keeps error free
records
3.976 0.096
Total 8.112 7.752 0.360
Average of Gap score(Total of E-P/2) 0.180
Expectation Perception Gap Score
Responsiveness E Responsiveness P E-P
Providing the service within a
stipulated period of time
4.112 My insurers provides the service
within a stipulated period of time
3.720 0.392
Servicing customers
enthusiastically and with
smile so as to impress them
4.184 My company services its customers
enthusiastically and with smile so
as to impress them
2.960 1.224
Promptly responding to
customers‟ needs
4.208 My insurer promptly responds to
customers‟ needs
3.936 0.272
Total 12.504 10.616 1.888
Average of Gap score(Total of E-P/3) 0.629
Expectation Perception Gap Score
Assurance E Assurance P E-P
Instilling confidence in
customers by ensuring them safe
and secured service
4.090 My company in stills confidence in
customers by ensuring them safe
and secured service
3.656 0.434
Total 4.090 3.656 0.434
Average of Gap score(Total of E-P/1) 0.434
Expectation Perception Gap Score
Empathy E Empathy P E-P
Understanding specific needs of
the customers
4.056 My insurer understands specific
needs of the customers
3.744 0.312
Total 4.056 3.744 0.312
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Average of Gap score(Total of E-P/1) 0.312
Table 1.2: Unweighted Score of LIC of India
S.No. Categories Gap Score
1 Average Score for Tangibility 0.506
2 Average Score for Reliability 0.180
3 Average Score for Responsiveness 0.629
4 Average Score for Assurance 0.434
5 Average Score for Empathy 0.312
Total 2.061
Unweighted Score (Average (Total/5)) 0.412
An attempt was made to analyze the service quality provided by LIC of India based on customer‟s expectations and
perceptions. Table 1.1 and 1.2 reveal that the level of expectation of the customers for five dimensions, namely,
tangibility, reliability, responsiveness, assurance and empathy are rated between „5‟ and „4‟ points, whereas their level of
perception regarding the above five dimensions of service quality fall mostly between „4‟ and „3‟ points. This implies that
the respondents rated these dimensions between „agree‟ and „neither agree nor disagree‟ for the service rendered by the
LIC of India. Because of the gap score is very less in „Empathy‟, it reveals that customers are highly satisfied with the
ease of access, approachability and efforts taken to understand customers‟ requirements. According to SERVQUAL rule,
larger gap means more dissatisfaction (Parasuraman 1988). Responsiveness‟ has a maximum average gap score of 0.629
which is higher than other four dimensions, implying dissatisfaction of customers. LIC should take appropriate remedial
measures to provide service within stipulated time. LIC employees should respond to the customers‟ queries quickly with
a smile. The unweighted score was calculated to normalize the average score of each dimension of SERVQUAL.
Table 2.1: Average Gap Score of ICICI Prudential
Expectation Perception Gap Score
Tangibility E Tangibility P E-P
Making the company and its
employees accessible to
customers through
convenient and multiple
communication channels
4.666 My company makes itself and
its employees accessible to
customers
through convenient and multiple
communication channels
3.453 1.213
Creating excellent Interiors,
exteriors and Physical facilities
to delight the customers
4.600 My company creates excellent
Interiors, exteriors and Physical
facilities to delight the
customers
3.800 0.800
Keeping competent
employees to serve
customers
4.613 My insurer keeps competent
employees to serve customers
3.333 1.280
Total 13.879 10.586 3.293
Average of Gap score(Total of E-P/3) 1.097
Expectation Perception Gap Score
Reliability E Reliability P E-P
Establishing bonds with
customer by fulfilling the
Promises made to them.
4.626 My insurer establishes bonds
with customer by fulfilling the
promises made to them
3.240 1.386
Providing error free services
and keeping error free records
4.586 My company provides error free
services and keeps error free
records
3.320 1.266
Total 9.212 6.560 2.652
Average of Gap score(Total of E-P/2) 1.326
Expectation Perception Gap Score
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Responsiveness E Responsiveness P E-P
Providing the service within a
stipulated period of time
4.560 My insurers provides the service
within a stipulated period of
time
3.386 1.174
Servicing customers
enthusiastically and with
smile so as to impress them
4.546 My company services its
customers enthusiastically and
with smile so as to impress them
3.840 0.706
Promptly responding to
customers‟ needs
4.680 My insurer promptly responds
to customers‟ needs
3.373 1.307
Total 13.786 10.599 3.187
Average of Gap score(Total of E-P/3) 1.062
Expectation Perception Gap Score
Assurance E Assurance P E-P
Instilling confidence in
customers by ensuring them
safe and secured service
4.653 My company instills confidence
in customers by ensuring them
safe and
secured service
3.453 1.200
Total 4.653 3.453 1.200
Average of Gap score(Total of E-P/1) 1.200
Expectation Perception Gap Score
Empathy E Empathy P E-P
Understanding specific needs of
the customers
4.626 My insurer understands specific
needs of the customers
3.746 0.880
Total 4.626 3.746 0.880
Average of Gap score(Total of E-P/1) 0.880
Table 2.2 : Unweighted Score of ICICI Prudential
S.No Categories Gap Score
1 Average Score for Tangibility 1.097
2 Average Score for Reliability 1.326
3 Average Score for Responsiveness 1.062
4 Average Score for Assurance 1.200
5 Average Score for Empathy 0.880
Total 5.565
Unweighted Score (Average (Total/5)) 1.113
An attempt was made to analyze the service quality provided by ICICI Prudential based on customer‟s expectations and
perceptions. Table 2.1 and 2.2 reveal that the level of expectation of the customers for five dimensions, namely,
tangibility, reliability, responsiveness, assurance and empathy are rated between „5‟ and „4‟ points, whereas their level of
perception regarding the above five dimensions of service quality mostly fall between „4‟ and „3‟ points. This implies that
the respondents rated these dimensions between „agree‟ and „neither agree nor disagree‟ for the service rendered by the
ICICI Prudential. Because of the gap score is very less in „Empathy‟, it reveals that customers are highly satisfied with the
ease of access, approachability and efforts taken to understand customers‟ requirements. According to SERVQUAL rule,
larger gap means more dissatisfaction (Parasuraman 1988). Reliability‟ has a maximum average gap score of 1.326 which
is higher than other four dimensions, implying dissatisfaction of customers. ICICI Prudential should take appropriate
remedial measures to establishing bonds with customer by fulfilling the promise made to them and provide error free
services and keep error free records. ICICI Prudential should respond to the customers‟ queries quickly with a smile. The
unweighted score was calculated to normalize the average score of each dimension of SERVQUAL.
6. ISSN 2349-7807
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Table 3.1: Average Gap Score of Reliance Life Insurance
Expectation Perception Gap Score
Tangibility E Tangibility P E-P
Making the company and its
employees accessible to
customers through
convenient and multiple
communication channels
5.000 My company makes itself and
its employees accessible to
customers
through convenient and
multiple communication
channels
3.040 1.960
Creating excellent Interiors,
exteriors and Physical facilities
to delight the customers
4.773 My company creates excellent
Interiors, exteriors and Physical
facilities to delight the
customers
3.600 1.173
Keeping competent
employees to serve
customers
4.800 My insurer keeps competent
employees to serve customers
3.413 1.387
Total 14.573 10.053 4.520
Average of Gap score(Total of E-P/3) 1.506
Expectation Perception Gap Score
Reliability E Reliability P E-P
Establishing bonds with
customer by fulfilling the
promises made to them
4.786 My insurer establishes bonds
with customer by fulfilling the
promises made to them
2.906 1.880
Providing error free services
and keeping error free records
4.760 My company provides error
free services and keeps error
free records
3.093 1.667
Total 9.546 5.999 3.547
Average of Gap score(Total of E-P/2) 1.773
Expectation Perception Gap Score
Responsiveness E Responsiveness P E-P
Providing the service within a
stipulated period of time
4.746 My insurers provides the
service within a stipulated
period of time
3.733 1.013
Servicing customers
enthusiastically and with
smile so as to impress them
4.826 My company services its
customers enthusiastically and
with smile so as to impress
them
4.040 0.786
Promptly responding to
customers‟ needs
4.706 My insurer promptly responds
to customers‟ needs
2.893 1.813
Total 14.278 10.666 3.612
Average of Gap score(Total of E-P/3) 1.204
Expectation Perception Gap Score
Assurance E Assurance P E-P
Instilling confidence in
customers by ensuring them
safe and secured service
4.813 My company instills
confidence in customers by
ensuring them safe and secured
service
3.040 1.773
Total 4.813 3.040 1.773
Average of Gap score(Total of E-P/1) 1.773
Expectation Perception Gap Score
7. ISSN 2349-7807
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Empathy E Empathy P E-P
Understanding specific needs of
the customers
4.693 My insurer understands specific
needs of the customers
3.293 1.400
Total 4.693 3.293 1.400
Average of Gap score(Total of E-P/1) 1.400
Table 3.2 : Unweighted Score of Reliance Life Insurance
S.No. Categories Gap Score
1 Average Score for Tangibility 1.506
2 Average Score for Reliability 1.773
3 Average Score for Responsiveness 1.204
4 Average Score for Assurance 1.773
5 Average Score for Empathy 1.400
Total 7.656
Unweighted Score (Average (Total/5)) 1.531
An attempt was made to analyze the service quality provided by Reliance Life Insurance based on customer‟s
expectations and perceptions. Table 3.1 and 3.2 reveal that the level of expectation of the customers for five dimensions,
namely, tangibility, reliability, responsiveness, assurance and empathy are rated between „5‟ and „4‟ points, whereas their
level of perception regarding the above five dimensions of service quality mostly fall between „4‟ and „3‟ points. This
implies that the respondents rated these dimensions between „agree‟ and „neither agree nor disagree‟ for the service
rendered by the Reliance Life Insurance. Because of the gap score is very less in „Responsiveness‟, it reveals that
customers are highly satisfied with services of Reliance employees to provide service on time and according to their
requirements. According to SERVQUAL rule, larger gap means more dissatisfaction (Parasuraman 1988).
„Reliability‟and „Assurance‟ both has a maximum average gap score of 1.773 which is higher than other three dimensions,
implying dissatisfaction of customers. Reliance Life Insurance should take appropriate remedial measures to establishing
bonds with customer by fulfilling the promise made to them and provide error free services and keep error free records
and provide them safe and secured service. Reliance Life Insurance should respond to the customers‟ queries quickly with
a smile. The unweighted score was calculated to normalize the average score of each dimension of SERVQUAL.
Table 4.1 : Average Gap Score of Bajaj Allianz
Expectation Perception Gap Score
Tangibility E Tangibility P E-P
Making the company and its
employees accessible to
customers through
convenient and multiple
communication channels
4.720 My company makes itself and
its employees accessible to
customers
through convenient and
multiple communication
channels
3.413 1.307
Creating excellent Interiors,
exteriors and Physical facilities
to delight the customers
4.693 My company creates excellent
Interiors, exteriors and Physical
facilities to delight the
customers
4.120 0.573
Keeping competent
employees to serve customers
4.720 My insurer keeps competent
employees to serve customers
3.586 1.134
Total 14.133 11.119 3.014
Average of Gap score(Total of E-P/3) 1.004
Expectation Perception Gap Score
Reliability E Reliability P E-P
Establishing bonds with
customer by fulfilling the
4.706 My insurer establishes bonds
with customer by fulfilling the
2.813 1.893
8. ISSN 2349-7807
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promises made to them promises made to them
Providing error free services
and keeping error free records
4.880 My company provides error
free services and keeps error
free records
2.973 1.907
Total 9.586 5.786 3.800
Average of Gap score(Total of E-P/2) 1.900
Expectation Perception Gap Score
Responsiveness E Responsiveness P E-P
Providing the service within a
stipulated period of time
4.733 My insurers provides the
service within a stipulated
period of time
3.226 1.507
Servicing customers
enthusiastically and with
smile so as to impress them
4.720 My company services its
customers enthusiastically and
with smile so as to impress
them
3.946 0.774
Promptly responding to
customers‟ needs
4.693 My insurer promptly responds
to customers‟ needs
3.466 1.227
Total 14.146 10.638 3.508
Average of Gap score(Total of E-P/3) 1.169
Expectation Perception Gap Score
Assurance E Assurance P E-P
Instilling confidence in
customers by ensuring them
safe and secured service
4.746 My company instills
confidence in customers by
ensuring them safe and secured
service
3.746 1.000
Total 4.746 3.746 1.000
Average of Gap score(Total of E-P/1) 1.000
Expectation Perception Gap Score
Empathy E Empathy P E-P
Understanding specific needs of
the customers
5.000 My insurer understands specific
needs of the customers
3.573 1.427
Total 5.000 3.573 1.427
Average of Gap score(Total of E-P/1) 1.427
Table 4.2 : Unweighted Score of Bajaj Allianz
S.No. Categories Gap Score
1 Average Score for Tangibility 1.004
2 Average Score for Reliability 1.900
3 Average Score for Responsiveness 1.169
4 Average Score for Assurance 1.000
5 Average Score for Empathy 1.427
Total 6.500
Unweighted Score (Average (Total/5)) 1.300
An attempt was made to analyze the service quality provided by Bajaj Allianz based on customer‟s expectations and
perceptions. Table 4.1 and 4.2 reveal that the level of expectation of the customers for five dimensions, namely,
tangibility, reliability, responsiveness, assurance and empathy are rated between „5‟ and „4‟ points, whereas their level of
perception regarding the above five dimensions of service quality mostly fall between „4‟ and „3‟ points. This implies that
the respondents rated these dimensions between „agree‟ and „neither agree nor disagree‟ for the service rendered by the
Bajaj Allianz. Because of the gap score is very less in „Assurance‟, it reveals that customers are highly satisfied that Bajaj
9. ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 2, Issue 1, pp: (116-125), Month: January - March 2015, Available at: www.paperpublications.org
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Allianz employee provide them safe and secured service according to their requirements. . According to SERVQUAL
rule, larger gap means more dissatisfaction (Parasuraman 1988). „Reliability‟ has a maximum average gap score of 1.900
which is higher than other four dimensions, implying dissatisfaction of customers. Bajaj Allianz should take appropriate
remedial measures to establishing bonds with customer by fulfilling the promise made to them and provide error free
services and keep error free records and provide them safe and secured service. Bajaj Allianz should respond to the
customers‟ queries quickly with a smile. The unweighted score was calculated to normalize the average score of each
dimension of SERVQUAL.
6. FINDINGS
In this present era, the introduction of technology has made major improvements in the service sector. The findings of the
present study reveals that average gap score of LIC is very much lower than the other three private players. Service
provided by LIC is much far better than the private players of insurance sector. The first reason of this difference is that
the private companies in the insurance sector is only a single decade back and they are new in the insurance sector.
Respondents have more faith in LIC in comparison with other private players of insurance sector in India as LIC is five
decade old giant in the area of insurance. LIC has the least average gap score in every dimension of SERVQUAL
instrument in comparison with other private players of insurance sector. Therefore based on customer requirements and
satisfaction, private sector has better scope for improvement in the quality of services rendered to the customers to win the
customers trust.
7. CONCLUSION
In the present changing environment that surrounds today, companies find themselves faced with the pressure to discover
ways to manage their business. Insurance Industry is not the exception and it also undergoing fast changes. The Insurance
Industry today is experiencing intense competition and the major players including LIC have come under pressure. The
cost of finding a new customer is always more than retaining an existing customer. LIC should focus on all the
dimensions of service quality to strengthen the level of satisfaction of customers. LIC should concentrate on retaining
existing customers, which would offer large business potential.
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International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 2, Issue 1, pp: (116-125), Month: January - March 2015, Available at: www.paperpublications.org
Page | 125
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