Summary |
Under the present liberalized insurance market, Service Quality will gain much more significance as it proves to be the key for Differentiation, Total Customer satisfaction, Increasing the Market Share, etc. Indian companies would be under pressure to match Global Quality Standards. To achieve this, continuous measurement and improvement of service quality is necessary. This book mainly focuses the Customer based Assessment Methodology to measure quality of insurance services. This methodology is based on Total Quality Measurement and empirically validated research. Substantially based on a research study on Life Insurance Corporation of India, the contents of book including the methodology, statistical applications and the suggestions, would hold applicable for entire insurance business.
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