文章基本信息

标题：AN ASSESSMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN LIFE INSURANCE CORPORATION OF INDIA WITH SPECIAL REFERENCE TO DELHI AND NCR
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作者：Anas Khan
期刊名称：Tactful Management
印刷版ISSN：2319-7943
电子版ISSN：2319-7935
出版年度：2016
卷号：4
期号：5
页码：1
出版社：Laxmi Book Publication
摘要：Customer satisfaction is an offshoot of the quality of service delivered by the service organizations. Quality improvement and customer satisfaction assumes vital importance for all service organizations in the world. The present paper investigates the impact of service quality provided by LIC on the satisfaction of customers in Delhi and NCR. A sample of 150 LIC customers has been selected for the study. Data have been collected through questionnaires designed on a five point Likert scale. Simple Linear Regression has been used as the statistical tool to measure the impact of service quality on the satisfaction of customers. The analysis of the data revealed that there is a significant impact of service quality on the satisfaction of customers in Delhi and NCR.
关键词：customer satisfaction;service quality;lic;regression