最新保险服务贸易文献综述及外文文献资料.pdf

本份文档包含：关于该选题的外文文献、文献综述一、外文文献标题: Service Quality of the Insurance companies in Panchkula district: An Empirical study 作者: Vij, Renu 期刊: SIES Journal of Management, 卷:9 ；期:1；页: 77-83；年份: 2013 Service Quality of the Insurance companies in Panchkula district: An Empirical study Vij, Renu Abstract This paper deals with the need and importance of service quality in general and to review the established practices of the service quality of selected Insurance companies in Panchkula city, to study the attitude of the customers towards service quality of selected Insurance companies in Panchkula city ,to offer suitable suggestions to improve the service quality of the Insurance companies. The researchers made an attempt to study the service quality of the selected insurance companies in panchkula City. This is an empirical study based on survey method. By adopting convenience sampling, 200 customers i.e. 100 customers from Max Life Insurance of India and 100 customers from Aviva Life Insurance, were selected for this study. Questionnaire has been incorporated to collect information various statistical tools such as chi-square test, analysis of one- way variance, analysis of co-variance and percentage analysis have been employed. No significant relationship is found in the attitude of respondents belonging to different age groups, educational status, occupation, and income level with the service quality of Insurance companies. The Indian Insurance companying sector should emerge stronger in line with the international standards at the same time to meet the national goals as well. The researchers have suggested suitable measures to improve the service quality of selected Insurance companies. If this study provokes the people concerned to take some positive measures in order to improve it, the researchers will feel amply rewarded. Keywords: Service Quality, Customer Satisfaction, Quality Satisfaction Introduction Globalization and technology improvements have forced companies in to tough competition. The ability to identify profitable customers and then customize marketing on the basis of customer value has enabled many companies to punch above their credence in todays competitive environment. While getting customers is fundamental to business success, retaining customers is more important. Peter Drucker said the purpose of a business is to create customers In todays economy, companies want devoted and quality customers. They also desire their image in the marketplace to be positive, despite the need to contain expenses on unprofitable customers. Paradoxically, even though the developed counties are evolving into a service economy, customer service satisfaction is at an all time low. The competitive market position and a good reputation of a company can quickly translate into market share and profit, but that distinction is often earned only through a philosophical commitment to service backed by diligent attention to what customers want and need. Customer oriented thinking has been very popular especially in the 1990s but it has been mainly limited to acting according to customer expressed needs. Generally, the aim has not been a deeper understanding of customer needs, for examples, needs that customers might not be aware of because they do not perceive all the possibilities. Todays customers expect more after their dotcom experience, where everything was either free or heavily subsidized. Because they have more choices nowadays and the targeted customers are most valuable to the company. Developing close, co-operative relationship with customers is more important in the current era of intense competition and demanding customers. Concept of Service Quality Service quality refers to collective effort of service performance, which determines the degree of satisfaction of user of all the services. The degree of consumer satisfaction bears a direct relation with quality of service where good quality of service gives better customer satisfaction and bad quality of service lead to dissatisfaction of the customers. In a monopoly situation, a customer has no choice but to accept the quality of service of whatever level of standard that the monopoly operator provides. Services marketing are different from product marketing because of inherent differences in services as compared to products. The services are intangible, inseparable, variable and perishable. Quality of services is an elusive concept because of intangible nature of service offering and the definition of quality may vary from person to person and situation to situation. Academicians and researchers have proposed several approaches to service quality. Some of them are; dimensions of service quality, gap analysis, the design approaches and direct application of quality know-how from goods to services. Parasuram, Zeithmal and Berry (1985) identified ten determinants of service quality, namely, assurance, empathy, reliability, responsiveness, tangibility, competence, co。