International Journal of Management (IJM)

Source ID:00000011
Volume 11, Issue 3,March 2020, Pages 76-88, Page Count - 13

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION; AN EMPIRICAL STUDY

Joshy K T (1) F.J. Peterkumar (2) Sunil Vakayil (3)

(1) Research Scholar, Department of Management Studies, Karunya Institute of Technology and Sciences, (Deemed to be University), Coimbatore, Tamilnadu, India.
(2) Associate Professor, Department of Management Studies, Karunya Institute of Technology and Sciences, (Deemed to be University), Coimbatore, Tamilnadu, India.
(3) Director, RVS Institute of Management Studies and Research, Coimbatore, Tamil Nadu, India.

Manuscript ID:- 00000-00884
Access Type : Open Access
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Cite this article:Joshy K T,F.J. Peterkumar,Sunil Vakayil,  The Impact Of Service Quality On Customer Satisfaction; An Empirical Study, International Journal of Management(IJM), 2020, 11(3), PP.76-88

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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.
Author Keywords
Customer satisfaction organizational goals Public Sector General Insurance service quality


ISSN Print: 0976-6502 ISSN Online: 0976-6510
Source Type: Journals Document Type: Journal Article
Publication Language: English DOI: 10.34218/IJM.11.3.2020.009
Abbreviated Journal Title: IJM Access Type: Open Access
Publisher Name: IAEME Publication Resource Licence: CC BY-NC
Major Subject:Social Sciences and Humanities Subject Area classification: Social Sciences
Subject area: CRM and Service Management Source: SCOPEDATABASE

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