S. No.

Title Author Publisher Objective Finding

s
1. The level of Agustina American Its objective is Five
service Hanafi; Journal of to identify: dimensions
quality and University of Applied  The level of of the quality
customer Sriwijaya, Sciences quality of service:
satisfaction Indonesia service,  Physical
of the  Client evidence
insurance satisfaction,  Reliability
industries in  The image  Responsiv
Indonesia. of the eness
company,  Assuranc
while dealing e
with the  Empathy
insurance Depicts that
companies in they are not
Indonesia. at the
optimum
level, where
it should be.
So the
customers
are not
satisfied
with the
insurance
industries.
2. Impact of Students of IOSR Journal of  To study the  It was
service M.Sc. in Business and effect of found that
quality on Service Management service all
customer Management, quality on SERVQUA
satisfaction Institute of HR consumer L
with Advancement, satisfaction. dimension
reference to University of  To s have
life insurance Colombo, Sri determine significan
services in Sri Lanka whether t effect on
Lanka. gender and the level
profession of
are customer
influence on satisfacti
customer on in life
satisfaction. insurance
industry.
  Customer
s of public
sector are
more
satisfied
than
private
sector.
 Assuranc
e is the
key factor
to decide
to
purchase
life
insurance
policy.
 Intangible
factors
influence
the
customer
s to
satisfy
with their
life
insurance
policies.
3. The impact of Dr. Kamal International To find out the There is a
service Ahmad Al Journal of impact of variation in
quality on Qudah, Management & service quality the attitudes
customer American Information in its of the
satisfaction University of Technology dimensions sample
of Jordan Madaba (COMPETENCE, individuals
Insurance CREDIBILITY, towards the
Company. RELIABILITY, dimensions
RESPONSIVEN of service
ESS, quality.
ASSURANCE,
TANGLIBLES,
COMMUNICATI
ON) on
customer
satisfaction.
4. Relationship Dr. Sunayna Journal of  To study the  It shows
between Khurana; Research in relationship that
service Chandigarh Marketing between customer’
quality and Group of service s
customer Colleges, quality and perceptio
satisfaction: Mohali customer n toward
An empirical satisfaction. tangibility
study of  To study the dimension
Indian Life effect of service
Insurance various quality
Industry. dimension of has the
service greatest
quality on impact on
customer customer
satisfaction. satisfacti
on
followed
by
competen
cy and
credibility
.
 Responsiv
eness,
reliability,
empathy
and
assurance
dimension
of service
quality
have the
negligible
impact.
 The
results
also show
that
customer
expectati
on toward
credibility
dimension
of service
 quality
has the
greatest
impact on
customer
satisfacti
on
followed
by
assurance
and
competen
cy.
5. Analysing Masood Journal of  The  It
customer Siddiqui; Targeting, purpose confir
satisfaction Jaipuria Measurement of this ms
with service Institute of and Analysis article is the need to
quality in life Management, for Marketing to tailor
insurance Lucknow explore research
services. and techniques
Consequently, of
confirm the determining
underlying service
dimensions quality
of consumer attributes,
perceptions of developed
service quality in the West
vis- à -vis life to the
insurance context of
sector. Indian life
 It has Insurance.
been  The
attempte better
d to the
understa perceiv
nd and ed
measure service
the complex quality,
and the
interdependent higher the
relationships satisfaction
between with agents,
service-quality functional
dimensions, services and
 satisfaction company and
dimensions and therefore
overall with overall
satisfaction satisfaction.
with life  For
insurance improvi
services. ng
custom
er
satisfa
ction
of life
insuran
ce
industr
ies, it
should
incorpo
rate
necess
ary
change
s
in service
quality
aspects in
accordance
with
socio-
economic
environment
of that
nation.

6. Customer Norazah Mohd UKM Journal It  Consumer

Satisfaction Suki; School Article empiricall confidence
with service of Repository y in the
delivery in the International examines insurance
life insurance Business and the industry is
industry : An Finance effects of expanded
empirical Labun, service when
study. Universiti quality on consumers
Malaysia customer notice and
Sabah satisfacti experience
 on with an increase
service in product
delivery transparency
in the life and service
insurance standards by
industry. life
insurance
providers.
 The
empirical
examination
of the
factors that
influence
customer
satisfaction
with service
delivery in
the life
insurance
industry (i.e.
assurance,
reliability,
tangibles,
empathy and
responsiven
ess)
advances
the
understandin
g of these
constructs
and their
linkage to
deployment
behaviour for
purchasing
life
insurance.

7. Effects of Edinburgh Journal of  To examine  Customer’s

perceived Research Financial the expectations of
cost, service Explorer Services antecedents service quality
quality, and Marketing and especially
 customer of their perception
satisfaction customer of the total cost
on health satisfaction in associated with
insurance the service will
the health
service significantly
insurance service
continuance determine how
context,
. they perceive
including the quality of
customers’ prior that service.
expectations of  Customer’s
their insurance service-quality
service quality; perception will
their perception substantially
of the total costs determine their
of the level of
satisfaction
services; and
with the
their perception
service.
of the quality of
 Customer’s
the services satisfaction will
received. in turn
 To examine influence their
the behavioural
influence of intention
the toward
customers’ continuing or
satisfaction discontinuing
with their
on their
current service
behavioural
providers.
intention toward
continuing or
discontinuing
with their current
insurance
providers.
8.