Title: Service quality modelling for life insurance business using neural networks

Authors: Anand Prakash, R.P. Mohanty, S.P. Kallurkar

Addresses: ITM-BIT Collaborative Research Programme, Navi Mumbai, India. ' Institute for Technology and Management Group of Institutions, Navi Mumbai, India. ' A.G. Patil Institute of Technology, Solapur, India

Abstract: Running a successful life insurance company is about right structuring the life insurance products, which calls for minimising the performance-expectation gap. The life insurance business is not just about paying claims, but involves multiple expectations from various stakeholders. A lot of research has been carried out in the area of service quality; however, there is a paucity of critical examination of service quality neural networks applicable to life insurance business. The study attempts to critically examine five possible combinations of neural networks as applicable to measure service quality. A survey instrument has been designed to collect data from various stakeholders in Indian life insurance business, and have been analysed by using neural networks. A comparative analysis of all neural networks for key stakeholders is presented.

Keywords: life insurance; service quality; neural networks; performance-expectation gap; India; multiple expectations; stakeholders; data collection; productivity; quality management.

DOI: 10.1504/IJPQM.2011.039348

International Journal of Productivity and Quality Management, 2011 Vol.7 No.3, pp.263 - 286

Published online: 31 Mar 2011 *

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