The Effect of Service Quality on Customer Loyalty: A Review Study
Published: 2020
Author(s) Name: Monika Agarwal and Samridhi Tanwar |
Author(s) Affiliation: PhD holder in Management from Maharshi Dayanand University, Rohtak, Haryana, India.
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Abstract
The purpose of this paper is to explore and analyse the existing research to
establish linkages between the service quality and customer loyalty in life
insurance sector. This study also focuses on different factor structure delineated
by various authors in life insurance. On the basis of the existing studies it is
viewed that there is positive relationship between service quality determinants
and customer loyalty. Different authors have given different measurement
dimensions of services relevant to life insurance sector. But still studies
regarding measurement of service quality in insurance sector are still in
conception. The study will help academicians to look into the insights of effect
of service quality of customer loyalty and various dimensions for measurement
of service quality in life insurance sector. Further it can be used to explore more
specific dimensions of service quality in life insurance sector.
Keywords: Service Quality, Life Insurance Sector, Service Dimension, Customer Loyalty
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