Main Article Content
Abstract
The insurance industry in our country is on the threshold of a new era of rapid expansion. A more competitive environment is emerging with new participants entering the insurance industry. In today’s era, service sector plays a significant role for the development of the economy of any country. Competition plays vital role for the improvement of quality of services. So, this study focuses on customers’ satisfaction and service quality of general insurance companies in Tiruchirappalli city. Total 50 customers have been taken as respondents from general insurance companies in Tiruchirappalli city. Data has been collected by applying convenience sampling method by using a structured questionnaire. Questionnaire has been framed on the basis of SERVQUAL model. Data has been analyzed by using average, percentage, frequency distribution, gap-score and t-test. From the analysis, it has been concluded that customers are satisfied with the services of general insurance companies in Tiruchirappalli city. It has been found that there is a positive gap between customers’ perception and customers’ expectation.