Student Dissertation

Agency : Gap Analysis; Service Quality; Claims Experience; Health Insurance

Objective : The study was carried with the objective of understanding the level of gap that exists between expectation and perception among the customer who had health insurance claims in Aditya Birla Health Insurance Company in the context of service quality. Convenience sampling of 160 customers who have taken in the network hospitals of Aditya Birla Health Insurance were used to collect the data.

Background : The study is done to measure service quality by using SERVQUAL model. It examines five aspects of service quality-responsiveness, assurance, empathy, tangible and reliability. Each aspect of claims process is measured on both perception and expectation of the service on a scale of 1 to 5, total number of questions in the questionnaire are 22. The Gap score is calculated by subtracting the expectation score from perception score. A negative Gap indicates that the actual perceived service is less than what was expected, and positive GAP identifies areas where marketing strategies can work well.

Findings : The finding of this study showed that overall the customers perception of the Claims Experience was more than what they have expected, Findings suggest improvement in aspects of Tangibility, Responsiveness and accountability.


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