Measuring Perceived Service Quality of State Life Insurance Corporation of Pakistan: A Case Study

Abstract

This study investigates the impact of perceived service quality of State Life Insurance Corporation of Pakistan (SLICP) on customer satisfaction. This research of service quality considering State Life Insurance Corporation of Pakistan (SLICP) is confined to the geographical territories of Bahawalpur Tehsil only. The data were gathered from the sample size of 384 customers, which was calculated by using the sample size table (Krejcie& Morgan, 1970) and sample size calculator (Del Siegle, 2000). The questionnaire is adopted from previously conducted studies by Tsoukatos & Rand (2006), and Siddiqui & Sharma (2010). Multi Co-linearity, Cronbach’s alpha, Correlation Analysis, Reliability Analysis, Kaiser-Meyer-Olkin (KMO) and Bartlett’s test techniques were used to analyze the data. Service quality dimensions are being treated as factors affecting customers’ perception towards State Life Insurance Corporation of Pakistan. This would certainly help the service managers to focus on service quality at individual level of dimensions.