The study of base line factors for the service satisfaction of life insurance consumers in Imphal east, Manipu

This study explores the consumer satisfaction related to life insurance agents operating in the district of Imphal East, of Manipur. Data has been collected randomly from the respondent’s based on series of questionnaire designed to gauge their satisfaction level, behavior, awareness and general attitude towards the agents. The data were treated with factor analysis, where agent’s proactive approach, selling skills, customer relationship management, business transparency and personal development skills has emerged as the baseline factor influencing service satisfaction at large. The study also highlights the importance of the baseline factor determining the service quality and performance of the agents.
To the best of our knowledge, no academic research or studies has been conducted so far on the life insurance consumer satisfaction and the agent from where they purchase the life insurance policy. Thus the recommendation and finding from this study may help in bridging the gap in agent’s training and development program as well the changes in consumer preferences and services.