A STUDY ON CUSTOMER

SATISFACTION AMONG STAR HEALTH

& ALLIED INSURANCE CO. LTD.
PREPARED BY
ANIL RAJ . D
&
ARUN DAS . M
S-2 , MBA
IMT
SYYNOPSIS OF THE
RESEARCH
TOPIC : A STUDY ON CUSTOMER
SATISFACTION AMONG STAR
HEALTH INSURED CUSTOMERS
 PREAMBLE
 SATISFACTION IS A PERSON’S FEELINGS
OF PLEASURE OR DISAPPOINTMENT THAT
RESULT FROM COMPARING A PRODUCT’S
PERCIEVED PERFORMANCE TO THEIR
EXPECTATIONS.
 A COMPANY SHOULD MEASURE
CUSTOMER SATISFACTION REGULARLY,
BECAUSE A KEY TO CUSTOMER
RETENTION IS CUSTOMER SATISFACTION.
 OBJECTIVE OF STUDY

 TO EVALUATE SATISFACTION AMONG

STAR HEALTH INSURANCE
CUSTOMERS.

 TO ASSESS CUSTOMER CARE OF STAR

HEALTH INSURANCE CO.
 SCOPE OF THE STUDY
 STUDY WILL BE CONDUCTED AMONG
PEOPLE INSURED BY STAR HEALTH
INSURANCE IN AND AROUND
ALAPPUZHA .
 SIGNIFICANCE OF STUDY
 HELPS THE COMPANY TO TAKE STEPS
FOR INCREASING THEIR CUSTOMER
CARE.

 IMPROVE CUSTOMER SATISFACTION.

 METHODOLOGY

“Research is a systematized effort to gain new

knowledge”. -
Redman and Mory.

RESEARCH DESIGN : DESCRIPTIVE

DATABASE DESIGN:

PRIMARY DATA
 INTERVIEW USING STRUCTURED QUESTIONNAIRE
AND DEPTH INTERVIEW.

SECONDARY DATA
 DATA COLLECTED FROM ANNUAL REPORTS,CLAIMS
SETTLEMENT REPORTS,CLAIM RATIOS,SALES
REPORTS,VARIOUS JOURNALS LIKE HEALTH
MAGAZINES .
MEASUREMENT DESIGN

 TECHNIQUE USED : STRUCTURED

QUESTIONNAIRE

 SCALING USED : RATIO SCALING

NOMINAL SCALING
ORDINAL SCALING
SAMPLING DESIGN

 SAMPLE SELECTION : SIMPLE RANDOM

SAMPLING

 SAMPLE INSTRUMENT: STRUCTURED

QUESTIONNAIRE

 SAMPLE SIZE : 30
 VARIABLES EVALUATED

 QUALITY OF PRODUCT
 BRAND NAME
 PRICING
 CUSTOMER CARE
 CLAIM PROCEDURE
 OVERALL SATISFACTION
 LIMITATIONS OF STUDY
 TIME CONSTRAINT

 DIRECT CONTACT WITH ALL CUSTOMERS

MAY NOT BE POSSIBLE

 PROPER RESPONSE MIGHT NOT BE

RECEIVED FROM ALL CUSTOMERS.
 CHAPTERISATION

1. INTRODUCTION
2. LITERATURE REVIEW
3. DATA ANALYSIS AND INTERPRETATION
4. RESULTS AND INFERENCE
5. SUGGESTIONS AND CONCLUSION
THANK YOU FOR YOUR ATTENTION