Factors affecting customer satisfaction in general insurance with respect to vehicle insurance: A study of Surat city

Dr. Mehul P. Desai; Ms. Nikita M. Kahar

Volume : VI, Issue : IV, April - 2016

Factors affecting customer satisfaction in general insurance with respect to vehicle insurance: A study of Surat city

Dr. Mehul P. Desai, Ms. Nikita M. Kahar

Abstract :

This study has tried to find out the factors which affect the customer satisfaction of general insurance companies. Total 400 respondents have been taken by applying non–probability convenience sampling method. The findings of the factor analysis shows that six factors namely ‘attention to customer’s need’, ‘administrative service’, ‘employee service’, ‘convenient service’, ‘physical features’ and ‘facilities’ have lead to customer satisfaction in general insurance companies in Surat city. From the findings, it can be concluded that policy holders of general insurance companies are satisfied with services of companies.