Year-end Sale % OFF 
Abstract
The purpose of this paper is to investigate customer-perceived service quality dimensions, satisfaction, and behavioural intentions in the context of the Indian life insurance sector. The study explores the relationship between service quality, satisfaction, and behavioural intentions by linking both constructs at their dimensional level. A modified SERVQUAL instrument was used to capture customers’ perceived service quality, followed by exploratory factor analysis to study the dimensionality of service quality, satisfaction, and behavioural intentions in the Indian life insurance industry. Structural equation modelling was used to probe the influence of the dimensions of service quality, satisfaction, and resultant behavioural intentions. The results of this study validate previous research findings that identify reliability and responsiveness as key dimensions of service quality. Reliable and responsive customer support had significant impacts on customer satisfaction and behavioural intentions in the Indian life insurance industry. The results will assist Indian life insurance companies in improving their operations.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
