PERCEPTION REGARDING SERVICE QUALITY OF POLICY HOLDER IN INSURANCE COMPANIES

Abstract

The main aim of the study was to find out the perception regarding service quality of policy holders with respect to gender, locality and marital status. Survey method was adopted for this study. The sample consists of 800 policy holders in Ariyalur district. Simple Random Sampling Technique was used. Perception regarding Service Quality Scale for policy holder self made tool developed by the investigator (2019) was used to collect the data. The statistical technique used was ‘t’ test and F test. The findings of the study were: (i) There is no significant difference among male, female and transgender policy holder in their tangibles, reliability, responsiveness, assurance, empathy and perception regarding service quality. (ii) There is no significant difference between semi urban and rural policy holder in their tangibles, reliability, responsiveness, assurance, empathy and perception regarding service quality and (iii) there is no significant difference between married and unmarried policy holder in their tangibles, reliability, responsiveness, assurance, empathy and perception regarding service quality. The educational implications and suggestions for further study are also given as per the findings of the study.