tailieunhanh - 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