TAILIEUCHUNG - The impact of service quality on customer satisfaction; an empirical study

This research study attempts to find out the impact of the quality of service on the satisfaction level of customers in the public sector General Insurance companies in Cochin. | The impact of service quality on customer satisfaction an empirical study International Journal of Management IJM Volume 11 Issue 3 March 2020 pp. 76 88 Article ID IJM_11_03_009 Available online at http ijm JType IJM amp VType 11 amp IType 3 Journal Impact Factor 2020 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication Scopus Indexed THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AN EMPIRICAL STUDY Joshy K T Research Scholar Department of Management Studies Karunya Institute of Technology and Sciences Coimbatore Tamil Nadu India . Peterkumar Associate Professor Department of Management Studies Karunya Institute of Technology and Sciences Coimbatore Tamil Nadu India Sunil Vakayil Director RVS Institute of Management Studies and Research Coimbatore Tamil Nadu India ABSTRACT Customer satisfaction is viewed as an end rather than a means as far as organizational goals are concerned. This is because ensuring customer satisfaction will automatically end up with achievement of organizational objectives. Many management writers consider service quality as the most important factor determining customer satisfaction. This research study attempts to find out the impact of the quality of service on the satisfaction level of customers in the public sector General Insurance companies in Cochin. The required data is collected from the customers of these companies in Cochin. The study reveals that the employee service quality of public sector General Insurance companies in Cochin has a significant positive impact on customer satisfaction. The study recommends improvement in quality of service in organizations to ensure higher level of satisfaction among customers. Key words Customer satisfaction organizational goals Public Sector General Insurance service quality. Cite this Article Joshy K T . Peterkumar and Sunil Vakayil The Impact of Service Quality on Customer Satisfaction an

• Quản trị kinh doanh
• Quality of service
• Satisfaction level of customers
• General Insurance companies
• Higher level of satisfaction
• Achievement of organizational objectives
• Customers’ perception of service quality
• Boutique hotel industry
• Perceived service quality of hotel
• Structure of service quality perception
• Perceived service quality
• Customer's satisfaction
• Service quality
• Customer’s satisfaction on service quality
• Service quality gap model
• Relationship between service quality
• International Conference on Emerging Challenges
• Taxi service quality
• Traditional taxi service
• Transport service sector
• App based taxi service
• Measuring service quality in the hotel industry
• Measuring service quality
• The adapted servqual
• Chiayi and Tainan cities
• Service quality of the hotel
• Logistics service quality
• Duhok governorate/Kurdistan region
• Logistics service quality dimension
• Marketing and logistic
• Logistics’ service quality dimension
• Farmers’ satisfaction with agricultural extension service quality
• Agricultural extension service quality in Ninh Phuoc district
• Ninh Thuan province
• Agricultural extension service quality
• The extension staff’s clear presentation
• Nature of services
• Service quality of airline services
• Dimensions of service quality
• Fast changing business environment
• Patients’ satisfaction of health service quality in public hospitals
• A PubHosQual analysis
• Health service quality in public hospitals
• The quality of health service
• Public hospitals in Jordan
• Internal service quality
• External service quality
• Employee satisfaction
• Customer satisfaction
• Hotel services
• Tourist accommodation establishments
• Building trust through customer satisfaction in the airline industry
• The airline industry in Indonesia
• Service quality and price fairness contribution
• Service quality and price fairness
• Optimum service quality
• Literature review of service quality
• Student satisfaction from the perspective
• Quality assurance in higher education
• The higher education sector
• The two concepts of service quality
• Online food delivery
• The quality of mobile service
• Customer loyalty
• Communication strategie
• Service quality management
• Service quality in leisure and tourism
• Leisure industry
• Quality assurance
• Delivering quality
• Quality management systems
• Quality management tools
• Human resource management
• Tạp chí Khoa học
• Customer satisfaction in mobile service quality
• Evidence from hanoi and Ho Chi Minh city’s officers
• Mobile service quality
• Key factors affecting consumer satisfaction
• The perceived quality of telecommunications services
• Kano model
• Quality function deployment
• Improve service quality
• Achieve sustainable competitive advantage
• Determinants influencing accounting quality of transportation service firms
• Transportation service firms
• Accounting of business owners
• Transportation service firms
• 250 transportation service firms
• Consumer loan service
• Vietcombank Đà Nẵng
• Price awareness
• Service supply process
• Master Thesis in Economics
• Master Thesis in Economics sample
• Customers service
• Commercial banking sector of Nigeria
• Customers perception
• Service quality in the commercial banking
• Dong Thap University
• Quality of library service
• Library service
• Library service in Dong Thap University
• Directly using the library services
• Binh Phuoc hospitala dimension
• The model of SERVQUA
• The current service quality
• Binh Phuoc province
• The factors impact on the service quality
• People’s credit funds
• The case of Mekong Delta River in Vietnam
• Mekong Delta River
• The service quality of PCFs
• Evaluating service quality of higher institutions in Oyo state
• Higher institutions in Oyo state
• Poor quality of services
• The SERQUAL to service development
• Range of campus services
• The outside determinants influencing quality of accounting human resources
• Sustainability through the lens accounting service firms in Hanoi
• Accounting human resources
• Accounting service firms
• Quality of accounting human
• Customer perceptions of service quality
• Life insurance companies
• Gap analysis and Multi regression
• Good quality of service
• Insurance company staff
• Marketing in the Connected Age
• Service quality in tourism
• Smoke free industry
• Culinary tourism
• Spearhead economic sector