IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN TWO-WHEELER NON-LIFE INSURANCE

T. Thirupathi; C. Balamurugan

doi:10.29121/shodhkosh.v5.i6.2024.4951

Authors

Dr. T. Thirupathi Head and Associate Professor, PG and Research Department of Commerce, Govt. Arts College (A), Salem – 7
C. Balamurugan Research Scholar, PG and Research Department of Commerce, Govt. Arts College (A), Salem – 7

DOI:

https://doi.org/10.29121/shodhkosh.v5.i6.2024.4951

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty, Two-Wheeler Insurance, Non-Life Insurance

Abstract [English]

The effect of service quality on client loyalty and satisfaction in the two-wheeler non-life insurance market is examined in this study. In order to provide financial protection, non-life insurance companies are essential, and the caliber of their offerings has a big impact on client retention and behavior. Reliability, responsiveness, assurance, empathy, and tangibles are the five main components of service quality that are the subject of this study. It also looks at how these aspects affect customer happiness and loyalty. Two-wheeler insurance consumers were asked to complete a structured survey in order to gauge their opinions and experiences. In order to comprehend the connection between customer pleasure, loyalty, and service quality, statistical analyses such as regression and correlation were utilized. The findings show a substantial correlation between customer satisfaction—a key factor in determining customer loyalty—and service excellence. One of the main elements influencing pleasure is quick have higher renewal rates, are more inclined to suggest the company to others, and are less likely to switch carriers.
This study emphasizes how crucial it is to put service quality first in order to increase client loyalty and happiness in the cutthroat insurance industry. It gives insurance companies useful information for creating customer-focused strategies, which will eventually guarantee steady business growth and a devoted clientele.

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