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Article Abstract

International Journal of Trends in Emerging Research and Development, 2023;1(1):309-313

Analyse the gap between expected service quality and perceived service quality for each identified service quality dimensions

Author : Nitin Goel and Dr. Nisha

Abstract

The study's sample included the five biggest private life insurance firms in terms of premium received in FY16. In the private life insurance industry, the top five firms are ICICI Prudential, Bajaj Allianz, HDFC Standard, MAX, and SBI. The data collected from the respondent for each of the five firms was quite similar. A final valid sample size of 431 was achieved from a total of 500 respondents. Statistical packages SPSS (21) and AMOS (21) were used for data analysis. A number of statistical methods were used, including EFA, CFA, SEM, Neural Network Methodology, Independent Samples T-Test, and others. From the total of 431 responses, 355 fell into the "under 30" and "30–40" age brackets, according to the demographic breakdown. Two hundred and fifty-seven men filled out the survey. The vast majority of respondents (212 out of 140) fell into the income bracket of Rs 20,000–50,000, while 140 belonged to the Rs 50,000+ bracket. Most people who took the survey bought policies because their families or friends recommended them to. The vast majority of respondents (276) acquired their policies via agents.

Keywords

Life insurance companies, consumers, service quality, corporation