Assessment of Perceived Service Quality in Reliance Life Insurance Company Limited at South Tamilnadu

S.Dinesh ., R.Arivazhagan, MBA.,(Ph.D). ., N,Nadana Moorthy, MBA. .

Abstract


This research paper aims to assessing the service offered by the Reliance Life Insurance Company Limited in South Tamilnadu , along with compare those key service dimensions with their perception and satisfaction. Questionnaire was used as a tool for procure data from the policyholders and those data used to  evaluate the level of perception and satisfaction for the construction of questionnaire which include 17 questions for testing the attributes for perception and 6 questions were used to testing the attributes for satisfaction with the rating scale provided as 5 point scale. Chi-square test used to testing the significant level of perception and satisfaction with demographic data provide by the policyholders.

Major findings of this research study are: Professional category respondents have high perceptional level with regards to the financial credential of the company, Most of the respondents have high perceptional level in servicing aspect of timely reminder of dues, Most of the respondents have high satisfactional level of claim admissibility and claim settlement and Salaried class respondents mostly satisfied for taking insurance as a tax exemption tool.

Major suggestions of this study are: Improving the behaviour of employees towards the customer centric approach and Improving the response level of employees towards customer requests, appoint a person for collecting renewals in the convenient time of the policyholders All the operating office must be installed with Touch screen facility for proving information instantly.

Keywords


Service quality, Perception, service dimension, Service gap

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