Analyze the Service quality Dimensions with satisfaction of Automobile Insurance Policy Holders in Matara District
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Date
2013
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Uva Wellassa University of Sri Lanka
Abstract
With the intense competition and increasing globalization in the financial markets, financial managers must develop customer-oriented strategies in order to compete successfully in the competitive business environment. However, customers are also more prone to changing their automobile insurance behavior when they can purchase nearly identical financial products provided by the competitive companies. In order to stay competitive, insurance company managers need to understand the factors that influence and determine consumers' automobile insurance switching behavior.
Therefore the one reason of switching behavior is the low service quality. Therefore Service quality is the vital factor. The objectives of the study are to find the relationship between service quality dimensions and customer satisfaction, identify the impact of each factor to the customer satisfaction and identify the most and least important factor which is influence to the customer satisfaction. The area covered under this study was Matara district in Sri Lanka due to availability of all the fifteen Automobile insurance branches. A structured questionnaire was designed and administered to collect date. The sample size was 120. Here use policyholder's demographic factors to increase the )research scope. Then used `SERVQUAL' Model to measure service quality, thq model includes Tangibility, Reliability, Responsiveness, Empathy and Assuirance. And use Automobile insurance policyholder's satisfaction as the dependent variable. The results from the study reveal that service quality plays the most important role in Automobile insurance Policyholder's Satisfaction.
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Entrepreneurship And Management Degree Programme