Herald Journal of Marketing and Business Management Vol. 3 (1), pp. 001 - 009 June, 2014
Available online http://heraldjournals.org/hjmbm/archive.htm
Copyright © 2014 Herald International Research Journals
ISSN: 2350 - 2207

Full Lenght Research Paper

Partha Sarathi Choudhuri

Service quality gap between expectation and perception of the customers of life insurance corporation of India in Burdwan

As a social being customers are attached with the different kinds of service provider in their daily life for their own interest and getting their services in various ways. Every dimension of the service quality for a particular service industry plays a significant role in customers’ mind about the quality of services perceived by them where customers’ expectation about the quality of services offered by the service organization varies over time dimension wise, situation wise, culture wise, nation wise, sector wise as well as industry wise. Empirical studies also revealed that dimensions of the service quality vary from one sector to another sector, one nation to another nation, one culture to another culture and obviously over time. In this paper researcher tried to investigate whether there exist any service quality gap in between customers’ perception and expectation of the quality of services provided by the Life Insurance Corporation of India (LICI) in the district of Burdwan, West Bengal or not.

Keywords: Dimension, Expectation, Perception, Service Quality