A Comparative Study of Customer Satisfaction with Public- and Private-Sector General Insurance Companies in Kerala

Abstract

The study compared customer satisfaction among policyholders of public-sector and private-sector general insurance companies in Kerala. A comparative descriptive design was employed. Primary data were obtained from 300 policyholders, comprising 150 customers each from public-sector and private-sector general insurers, through a structured questionnaire. The instrument measured overall customer satisfaction, claim-settlement satisfaction, staff behaviour and personal service, responsiveness and communication, accessibility and convenience, and grievance handling. The scale responses were recorded on a five-point Likert continuum. The data were coded, classified, tabulated, and analysed using EDUSTAT statistical software. Mean, standard deviation, independent-samples t test, 95% confidence interval of the mean difference, and Cohen’s d were used. The claim-settlement comparison was based on 210 respondents who had made a claim during the preceding three years. Private-sector policyholders reported significantly higher overall satisfaction, claim-settlement satisfaction, and service-quality ratings in every examined dimension. The largest sector differences were observed in responsiveness and communication, and in accessibility and convenience. The study concluded that the quality of customer-facing service processes, especially timely communication, convenient access, transparent claim handling, and effective grievance redressal, was central to customer satisfaction in the general insurance sector.