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| Received
14-Apr-2026 |
Accepted
- |
Published
14-Apr-2026 |
Abstract
The service quality research in the
area of insurance is yet to gain full
momentum despite the fact that it
is one of the fastest growing service
sectors. The Paper develops a
metrics for service quality
specifically for the insurance
sector and apply the same to
investigate the perception of
service quality. The study reveals
the service quality gaps in the
insurance industry. The weaker
dimensions of service quality are
identified and implications are
drawn to improve the existing
systems, processes and practices.
Keywords : Service quality, Insurance sector
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