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Tripura in 21st Century Development Experience
Topic:
The Concept of Service Quality Dimensions in Life
Insurance Sector with Special Focus on Tripura
SHYAMASREE SAHA
1 Research Scholar, Department of Humanities and Social Science, NIT Agartala
SUBHAYAN CHAKRABORTY
Guest Faculty, Department of Business Management, Tripura University and
Faculty of Management Studies, ICFAI University
Tripura in 21st Century Development Experience 5/30/17
2 Introduction:
Over the past two-three decades, it is the service sector that has
been playing a prevailing role in alleviating the economy of India.
In fact it is the service sector that accounted for almost 66.1% of
the Gross domestic Product (GDP) in the Financial Year 2013.
One of the major challenges the Service sector faces is on how to
deliver and ensure quality of service consistently, it becomes
much more demanding to uphold and endure the same level of
quality of service every time a service has been rendered. As a
result maintaining service quality in Indian Insurance sector is of
colossal significance.
Our very own state, Tripura is not immune from this. It has been
observed that the inhabitants of this particular region are being
waylaid and sometimes even ignored by many of the service
providers.
Tripura in 21st Century Development Experience 5/30/17
3 Service Industries are
characterized by:
Intangibility
Inventory (Perishability)
Inseparability
Inconsistency (Variability)
Reliability
Assurance
Responsiveness
Tangibles
Tripura in 21st Century Development Experience 5/30/17
Empathy: Empathy in Service Quality Dimension
11 denotes to how the company cares and gives
individualized attention to their customers, to make
the customers feeling extra valued and special.
Though this dimension is being considered as the fifth
dimension in many text books and articles this
dimension is of vast prominence to Indian Life
Insurance customers. Indian customers are generally
not so familiarized with the terms, conditions and risk
factors usually associated with the Life Insurance
policy. And they have a very low risk tolerance. So if
they feel that they are getting individualized and
quality attention, they are being properly attended
there is a very big chance that they are going to
Tripura in 21st Century Development Experience 5/30/17
business there.
12 2. Reliability: Reliability as a Service Quality
Dimension refers to how the company is
performing and completing the service it has
promised, quality and accuracy within the given set
requirements between the company and the
customer. Most of the Indian customers are not so
good risk takers. The customers trust the public
sector insurance companies since these insurance
companies have existed in the market for a longer
period than the private sector insurance
companies. So, the Life Insurance Company must
have a strong good will and a reputation of having
a commendable record of settling claims with
Tripura in 21st Century Development Experience 5/30/17