Impact of Service Quality on Customer Satisfaction and Firm Performance in Nepalese Life Insurance Companies

Upadhyay, Jitendra Prasad; Professor, Commerce Campus; Adhikari, Pitri Raj; Lecturer, Shanker Dev Campus

doi:10.35940/ijeat.c2191.0210321

Cited by 3 publications

References 15 publications

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Influence of service assurance on customer satisfaction across Kenyan insurance companies

Chege

2022

IJRBS

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This study sought to determine the influence of service assurance on customer satisfaction in the insurance industry in Kenya. The latent variable assurance was measured using four manifest variables namely, Employees instill customer confidence; Customers feel safe to transact with the company; Employee Politeness and Provision of adequate information on service requested. A descriptive research design was adopted and a multi-stage sampling technique was used to sample 400 policyholders from 19 composite insurance companies in Kenya. Primary data was collected using a structured questionnaire. A pilot test was conducted to check the reliability and validity of the questionnaire. Data analysis was performed using inferential statistics. R-Gui was the leading statistical software. The study applied linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Multi-level analysis was adopted to determine whether service assurance contributed to the variation in levels of customer satisfaction across insurance companies. A significant fixed effect coefficient estimate of 0.696 was established, implying that increasing the levels of Service Assurance as perceived by a customer by one unit would increase the level of Customer Satisfaction by 0.696. The study concluded that a client who perceives Service Assurance from their insurer is bound to have higher satisfaction than a customer who does not perceive it. Employee Assurance, however, was found not to significantly affect the variations in customer satisfaction across the insurance companies. The study recommended that insurance firms invest in service assurance to achieve maximum customer satisfaction.

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Influence of service assurance on customer satisfaction across Kenyan insurance companies

Chege

2022

IJRBS

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Analisis Service Quality Dan Customer Perceived Value Terhadap Customer Satisfaction Melalui Customer Trust Sebagai Variabel Mediasi

Sihombing,

Donard Games,

Dessy Kurnia Sari

2023

publicuho

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This research aims to see the influence of service quality and customer perceived value on customer satisfaction through customer trust as a mediating variable at BPJS Employment Padang Branch Office. The population is all BPJS Employment Padang Branch Office participants. The sample criteria is that they have submitted a guarantee claim within the last 6 months. The number of samples in the study was 160 respondents. Hypothesis testing uses one-tailed statistical analysis, the hypothesis is accepted if the t-statistic value is > 1.65 and the significance value is < 0.05. The research results show that service quality and customer perceived value have a significant positive effect on customer trust, and service quality and customer trust have a significant positive effect on customer satisfaction. Meanwhile, customer-perceived value does not affect customer satisfaction. Indirectly, service quality and customer perceived value influence customer satisfaction with customer trust as the mediation.

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A Study on Factors Influencing the Purchase Intention of Insurance Products Amongst Urban Households of Gandhinagar City

Trivedi¹,

Soni²

2023

Advances in Marketing, Customer Relationship Management, and E-Services

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This study is carried out to analyze how SERVQUAL factors together with customer satisfaction and customer trust to influence the purchase intention for the insurance industry in Gandhinagar, Gujarat. The primary data for the study was collected through a self-administered questionnaire. 379 responses were collected from the households of the selected region through the convenience sampling method. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were employed to check how tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer trust influence the purchase intention of the households. The structural equation modelling (SEM) revealed that empathy, tangibility, reliability, and customer satisfaction positively influence the purchase intention of the respondents for the insurance policies.

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Impact of Service Quality on Customer Satisfaction and Firm Performance in Nepalese Life Insurance Companies

Cited by 3 publications

References 15 publications

Influence of service assurance on customer satisfaction across Kenyan insurance companies

Influence of service assurance on customer satisfaction across Kenyan insurance companies

Analisis Service Quality Dan Customer Perceived Value Terhadap Customer Satisfaction Melalui Customer Trust Sebagai Variabel Mediasi

A Study on Factors Influencing the Purchase Intention of Insurance Products Amongst Urban Households of Gandhinagar City

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