5525733
doi
10.35940/ijeat.C2191.0210321
oai:zenodo.org:5525733
Blue Eyes Intelligence Engineering and Sciences Publication(BEIESP)
Publisher
Pitri Raj Adhikari
Lecturer, Shanker Dev Campus, T. U, Nepal
Impact of Service Quality on Customer Satisfaction and Firm Performance in Nepalese Life Insurance Companies
Jitendra Prasad Upadhyay
Associate Professor, Commerce Campus, T. U, Nepal
issn:2249-8958
info:eu-repo/semantics/openAccess
Creative Commons Attribution 4.0 International
https://creativecommons.org/licenses/by/4.0/legalcode
Customer satisfaction, Firm performance, Reliability, Responsiveness, Assurance, Empathy, Tangibles
<p>This paper attempts to examine the impact of service quality on customer satisfaction and firm performance in Nepalese life insurance companies. Data are collected through structured and self-administered questionnaire from 350 respondents of 19 life insurance companies which are based on SERVQAL model. Descriptive and causal-comparative research design have used to achieve the objectives and descriptive statistics, correlation, as well as multiple regression models, have been used to analyze the data. It is observed that reliability, responsiveness, assurance, empathy, and tangibles have a positive and significant impact on customer satisfaction and firm performance. It is also found that responsiveness shows the highest positive correlation with customer satisfaction and performance in terms of ROA and assurance demonstrates the least positive correlation with customer satisfaction and ROA</p>
Zenodo
2021-02-28
info:eu-repo/semantics/article
5525732
1632491305.497066
847999
md5:c1f6779d37693de2653365c405350650
https://zenodo.org/records/5525733/files/C21910210321.pdf
public
2249-8958
Is cited by
issn
International Journal of Engineering and Advanced Technology (IJEAT)
10
3
110-115
2021-02-28