Customer Relationship Management and Service Quality of Insurance Companies in Mizoram
Author : Lalchhantluangi Pachuau and R Vanlalruatkimi
Abstract :
This paper focusses on the CRM and quality of services of several Insurance Companies operating in Mizoram. It provides an extensive evaluation of demographic details of insured personnel and the types of insurance and relevance of taking up the insurance. The quality of service provided by the Insurance companies are also vigorously studied. The study is an exploratory study and primary data through questionnaire is collected among the customers. Relevant literature is also reviewed for comparative analysis. Simple statistical tools are used. The findings of the study show that customers' attitudes toward insurance policies and insurance companies in Mizoram have changed over the years. Consumers and the general public were not interested in purchasing an insurance policy in the past, but there are now numerous options and choices available to clients in Mizoram City. High-return policies to protect themselves have been prioritized in recent times. The study also provides suggestions to customers as well as the Insurance companies to improve and increase customer relations and quality of services to a higher level.
Keywords :
Customer, relationship, service, quality, satisfaction
