Article : Innovation In Health Insurance: Service Quality As A Key Factor


Innovation In Health Insurance: Service Quality As A Key Factor


Manish Joshi, Dr. Navindra Kumar Totala

 Service quality can be regarded as one of the critical success factors that influence service sector organizations. Quality of service has been revealed to be the key factor in search for sustainable competitive advantage, differentiation and excellence in the service sector. Service based organizations have to continuously improve both the perception and realities of the quality of service. In this world of changing dynamics, the service sector organizations have to develop new strategies that would satisfy the ever increasing customer needs regarding service quality. The relationship, however, between the service quality and satisfaction is sometimes, debatable, still, the importance and significance of service quality cannot be ignored.   In recent years health insurance has been treated as growing and lucrative business in financial service sector both in the developed and the developing countries. It is imperative for the health insurance stakeholders to focus on quality attributes. It can be viewed that health insurance companies can differentiate themselves from competitors by providing high quality service which can lead to higher consumer satisfaction. Taking health insurance as a growing financial service sector in developing economy like India, the framework of this paper attempts to conceptualize and explore the essential quality attributes of health insurance services on various dimensions. It attempts to identify some of the relevant service quality attributes that has impact on customer-satisfaction focusing on the Indian healthcare sector. The purpose of the present research is to identify the various quality attributes based on comprehensive compilation of literature and further to propose a conceptual framework of service quality for health care insurance based on the review of literature.   

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