Customer Satisfaction in Life Insurance Market in Mizoram

Abstract

This study is based on a customer survey which was limited to the policyholders of the Life Insurance Corporation of India (LIC) belonging to Mizoram, a small State of Northeast region in India. The main purpose of the study is to understand the perceptions and satisfactions of the LIC customers in respect of certain aspects such as the difficulties involved in obtaining personal loans from LIC, time required in completing a transaction in the branch office, employee behaviour, competitive products and complaining behaviour. LIC should continuously assess whether it possesses the right employee skills, motivation and customer oriented culture. This would enable the market leader in positioning its products in a right way so that customers get the value they are looking for.

Keywords

• Agent
• Customer Satisfaction
• LIC
• Premium