Case Comment: Facts of the case: A company, by the name United India Life Assurance Company, on July 15, 1955, had held an Extraordinary General meeting of the shareholders. Out of many other resolutions, one of them was that a donation of Rupees 2 lakhs be made out of the Share Holders Dividend Account, to a trust by the name M. Chidambaram Chettiyar Memorial Trust, that was proposed to be formed with the object of promoting business as well as technical knowledge, including knowledge in insurance. The directors were authorised to pay the amount to the trustees of the trust, to be formed in future. Later on July 1st 1956, the Life Insurance Corporation Act, was brought into force, and according to section 7, all the assets and liabilities of pertaining to the ‘controlled business’ of all insurers, were to be transferred and vested in The Life insurance Corporation of India. September 1st, 1956 was made as the appointed day and all the liabilities and assets of the insurers and the company itself stood transferred and vested in the Life Insurance Corporation.
(2008). Livestock Marketing in Kenya and Ethiopia: A Review of Policies and Practice. Feinstein International Center, Addis Ababa. Ayele Solomon, Assegid Workalemahu, Belachew Hurrisa, M. A. Jabbar and M. M. Ahmed, 2003. Livestock marketing in Ethiopia: A review of structure, performance and development initiatives.
Different customers have different level of expectation from the companies. Therefore, the telecom companies would find it quite difficult to understand the general notion of perceived service quality. As opined by Huang & Yu (2012), the Indian telecom sector has a varied customer response as, the gap between the provided service and the desired quality varies considerably. 2.4.1 Service-profit-chain (SPC) model The model specifies that there is a relation between the aspect of customer loyalty and employee productivity. Therefore, if the companies are trying to appease the customers to retain them, the best way would be to make the employees happy.
• Premiums invested in insurance are invested in sectors which in turn will provide more jobs and eradicates unemployment from the country. Nature of Insurance: There are two main elements of Insurance. They can be categorized as : 1. Risk Pooling 2. Risk Transfer Risk Pooling The amount collected by the insurer as premium from the insured are pooled together to pay the losses incurred by the insured.
When perceived service quality is less than expected service quality customer will dissatisfied (Lovelock & Wirtz, 2011). According to the recent researches that there is a strong linkage between service quality dimensions and overall customer satisfaction (Palmer, 2001). Even definitive analysis too, service quality cannot be separated from the concept of customer satisfaction (Shah, 2012). Recent researches have shown that customer satisfaction have been influenced not only by perceptions of service quality but also by perceptions of product quality, and pricing factors as well as situational and personal (Zeithaml & Bitner, 2000). 1.2 The fast-food industry in
Assurance ie., knowledge and courtesy of employees and their ability to convey trust and confidence; and 5. Empathy ie., individualized attention the facility provides to its customers. Finn & Lamb (1991) agree that the aforementioned constructs are important aspects of service quality, but Cronin & Taylor (1992) have been skeptical about whether these dimensions are applicable when evaluating service quality in other service industries. On the basis of their review of service quality literature, McDougall and Levesque (ibid), argued that there are two overriding dimensions to service quality. The first one being the core or outcome aspects (contractual) of the service, and the second being the relational or process aspects (customer-employee relationship) of the service.
Aviva Life Insurance Joe Oliver Mae Ryan Lyngdoh* Abstract- This paper is a study on Aviva as a life insurance company detailing its structure, financial assets and will focus on its Corporate and Social responsibility in India mainly. It also gives a history of insurance in India. Key words: Aviva, Insurance, Corporate and Social Responsibility, Fact Sheets INTRODUCTION Insurance is defined as “A contract or policy in which an individual can receive financial protection or assistance or reimbursement against losses from an insurance company.”1 A company usually pools in risks to make payments more affordable for the insured. Insurance is also defined as a risk assurance mechanism that might ensure financial assistance or compensation
The Life Insurance Corporation was nationalized as the private insurance player when parliament of India was passed. The company was introduced in the year 1956. More than 245 providences and insurance companies were brought together to create state owned Life Insurance Corporation. The company takes more than 250 million lives into the family called LIC family. Life Insurance Corporation took the business over last 56 years and still it is performing well in the insurance industry.
They wanted to conduct thorough analysis about the existing service quality in order to identify areas of concern as indicated by their existing customers. It is believed that this result oriented analysis will further enhance their service quality. 1.2 Objectives of the Study • To examine the perception of customers towards the service quality dimensions such as tangibility, reliability, responsiveness, assurance and empathy. • To analyze customer satisfaction level with reference to the service provided by the firm. • To find out customers’ expectation regarding the automobile service from the service provider.
Furthermore, according to Kotler and Armstrong (1997) quality has a direct impact on customer satisfaction and it is reflects the customer’s perception of service such as reliability, assurance, tangibility, empathy and responsiveness (Zeithaml et al., 1990). As many definitions of service quality agree that providing quality is to deliver what the customer requires (Randall and Senior, 1996; Crosby, 1979 cited in Ayala et al., 1996; Gitomer, 1998; Lau, 2005). Providing after sales service can develop a long-term relationship between service provider and customer, explained by Lau (2005). In despite an organization that just concern about the quality and ignoring the services may be a main cause customer switching to another organization. In the other point of view, product is easy to imitate but service is not due to based on quality and satisfaction of customer.