Reetu Devi, Jasvinderjit Kaur
Background: The success of any corporation depends upon the availability of products and quality of service provided to its customers. Service quality in health insurance depends upon the capacity of the companies to fulfil the expectation of the customers. So, it becomes necessary for the health insurance companies to provide better services to its customers.
Purpose: This study aims to measure the level of service quality in selected health insurance companies in Punjab and Chandigarh.
Methodology: The data has been collected from 460 customers residing in Punjab and the Union Territory of Chandigarh who had the health insurance policy from different public and private sector companies. SERVPERF scale given by Cronin and Taylor (1992) consisting of 22 statements of the perceptions of service quality has been used in the present study to measure the level of service quality of the health insurance companies.
Results: The findings highlighted that the customers have moderate level of positive attitude about the different dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy of health insurance services provided by the selected companies.
Conclusions: From the managerial point of view, the study would help health insurance companies to improve their service quality on all the dimensions namely tangibility, reliability, responsiveness, assurance and empathy to be successful and to survive for a long term in the market.
Alarcón, D., Sánchez, J. A., & De Olavide, U. (2015, October). Assessing convergent and discriminant validity in the ADHD-R IV rating scale: User-written commands for Average Variance Extracted (AVE), Composite Reliability (CR), and Heterotrait-Monotrait ratio of correlations (HTMT). In Spanish STATA meeting (Vol. 39, pp. 1-39). Retrieved from https://www.stata.com/meeting/spain15/ abstracts/ materials/ spain15_alarcon.pdf.
Alhassan, F., Moses, K., Kukurah, J. D., & Sakara, A. (2014). Service Quality in National Health Insurance Scheme Healthcare: A Case Study of WA Municipal National Health Insurance Scheme in the Upper West Region of Ghana, Developing Country Studies, 4(20), 108-123.
Amponsah, E. N. & Hiemenz, U. (2009). Determinants of Consumer Satisfaction of Health Care in Ghana: Does Choice of Health Care Provider Matter, Global Journal of Health Science, 1, 50-61.
Bitner, M. J. & Hubert, A. R. (1994). Encounter Satisfaction Versus Overall Satisfaction Versus Quality, Service Quality- New Directions in Theory and Practice, Thousand Oaks, CA, Sage Publications, 72-94.
https://doi.org/10.4135/9781452229102
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. psychometrika, 16(3), 297-334. https://doi.org/10.1007/BF02310555
Cronin, J. J. & Taylor, S. A. (1992). Measuring Service Quality: A Re-examination and Extension, Journal of Marketing, 56(3), (55-68). https://doi.org/10.1177/002224299205600304
Dijkstra, T. K. & Henseler, J. (2015). Consistent Partial Least Squares Path Modelling, MIS Quarterly, 39(X),1-XX. https://www.jstor.org/stable/26628355
Doss, S.G. (1998). Assessment of Service Quality in Life Insurance Corporation of India, A Ph.D. Thesis Submitted to The Department of Commerce, University of Poona.
Ezhilarasi, A. (2018). General Insurers Service Quality and Customer Satisfaction – A Comparative Study of Public and Private Sector General Insurers in Chennai City, A Ph.D. Thesis Submitted to The Department of Commerce, Sir Theagaraya College Chennai. http://hdl.handle.net/10603/262182
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, 18 (1), 39–50. https://doi.org/10.1177/002224378101800104
Ganeshan, H. & Sivasamy, N. (2017). A study on customer perception on service quality with reference to public insurance sector in Coimbatore district, International Journal of Management Research and Review, 7, 513-520.
Hair Jr., Anderson, R. E., Tatham, R.L. and Black, W.C. (1998). Multivariate Data Analysis, Upper Saddle River, Prentice Hall. Retrieved from – https://ir.psgcas.ac.in/id/eprint/532/1/journal_S.Nagarajan14ap17rr.pdf
Hair, J. F., Black, W. C., Babin, B. J. and Anderson, R. E. (2014). Multivariate Data Analysis, Seventh Edition, Pearson New International Edition.
Henseler, Jorg (2017). ADANCO 2.0.1 User Manual, First Edition, Composite Modeling GmbH & Co. KG, Kleve, Germany.
Krishnan, A. K. K. (2013). A Study on Measuring Service Quality and its impact on Customer Satisfaction in Banking and insurance Sector, A Ph.D. Thesis Submitted to the Department of Business Administration, Maharaja Krishna Kumar Singh ji Bhavnagar University, Bhavnagar. http://hdl.handle.net/10603/15521
Krishnan, M. S., Venkatram R., Mary C. M. and Paul, D. (1999). Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology, Management Science, 45(9), 1194- 1209. https://doi.org/10.1287/mnsc.45.9.1194
Krishnaveni, R. and Divya Prava, D. (2004); Measuring Service Quality in Banking Sector, Prajnan: Jr. of Social and Management Sciences, 23 (1), 47-55.
Kumar, R. (2010). Performance Evaluation of General Insurance Companies: A Study of Post Reform Period, A Ph.D. Thesis Submitted to the Faculty of Business Study, Department of Commerce, Punjabi University, Patiala. http://hdl.handle.net/10603/2352
Lakshmi, S. Rani (2020). Service Quality Assessment in Insurance Sector: A Comparative Study between Urban and Rural Policyholders of Life Insurance Corporation of India, Asian Journal of Research in Marketing, 9(6), 1-14. http://dx.doi.org/10.5958/2277-6621.2020.00010.9
Madan, M. and Pathak, S. (2012). Service Quality Perceptions of Customers about Insurance Companies: An Empirical Study on Delhi Region, XIII Annual International Conference on Global Turbulence: Challenges & Opportunities, 1-27.
Narula, S. (2012). Service Quality: A Study of Life Insurance industry in Punjab, A Ph.D. Thesis Submitted to the Faculty of Applied Management, Punjabi University, Patiala. http://hdl.handle.net/10603/10357
Nithyanandam. K. (2015). Service Quality of Life Insurance Corporation of India, A Ph.D. Thesis Submitted to The Department of Commerce, University of Madras, Chennai.
Parasuraman, A., Zeithmal, V. & Berry, L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research, Journal of Marketing, 49, 41- 50. https://doi.org/10.1177/002224298504900403
Parasuraman. A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A Multiple-item scale for Measuring Consumer Perceptions of service quality, Journal of Retailing, 64(1), 29-40.
Rolin. S., & Leela D. C., (2020). Service Quality Gap Analysis towards Health Insurance Sector with reference to Tirupur District, Journal of Interdisciplinary Cycle Research, XII(VI), 1299-1307.
Siddiqui, M. H. & Sharma, T. G. (2010). Analyzing Customer Satisfaction with Service Quality in Life Insurance Services, Journal of Targeting, Measurement and Analysis for Marketing, 18, 221-238. https://doi.org/10.1057/jt.2010.17
Vandamme, R. and Leunis, J. (1993). Development of a Multi-item Scale for Measuring Hospital Service Quality, International Journal of Service Industry Management, 4(3), 30-49. https://doi.org/10.1108/09564239310041661
Werts C.E., Rock D.R., Linn R.L., & Jöreskog K.G. (1978). A General Method of Estimating the Reliability of a Composite, Educational and Psychological Measurement. 38(4), 933-938. https://doi.org/10.1177/001316447803800412
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality and Value: A Means-end Model and Synthesis of Evidence, Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/002224298805200302
Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990). Delivering Quality Service. Balancing Customer Perceptions and Expectations. The Free Press, New York.
| Periodicity | Biannually |
| Issue-1 | May |
| Issue-2 | November |
| ISSN Print | 2321-2217 |
| ISSN Online | 2321-2225 |
| RNI No. | CHAENG/2013/50088 |
Publisher's policy of the journal at Sherpa UK for the submitted, accepted, and published articles. Click OAPolicy
Plan-S ComplianceTo check compliance, one has to use the Journal Check Tool (JCT). This tool provided by cOAlition S (European funders) for the researchers (fundee) to check the compliance with the journal.
Recommend journal to your libraryYou can recommend the journal being a researcher or faculty member to your library. We will post a copy of the Journal to your library on your behalf at free of cost.
Click here: Recommend Journal
The authors are encouraged to submit the author’s copy (preprint) to appropriate preprint archives e.g. https://arxiv.org and/or on https://indiarxiv.org or institutional repositories (e.g., D Space) before paper acceptance by the editor of Journal. After publications of the paper author(s) should mention the citation information, title and abstract along with DOI number of the publication carefully on the required page of the depository(ies).
Contact: Phone: +91-172-2741000, +91-172-4691800
Email : editor.tmg@chitkara.edu.in;
This work is licensed under a Creative Commons Attribution 4.0 International License.
View Legal Code of the above-mentioned license, https://creativecommons.org/licenses/by/4.0/legalcode
View Licence Deed here https://creativecommons.org/licenses/by/4.0/
Journal of Technology Management for Growing Economies by Chitkara University Publications is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at https://tmg.chitkara.edu.in/
Chandigarh-Patiala National Highway, Punjab 140 401
Chandigarh Information Center SCO 160-161, Sector 9-C, Chandigarh 160 009
