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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM66572
Volume:
10 |
8 |
Aug 2026
Pages:
1-5
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Master of Business Administration
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Assistant Professor Dept of MBA,
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad – 501 401.
Customer satisfaction is a key determinant of success in the life insurance industry because it influences customer loyalty, policy renewals, and long-term organizational growth. This study examines customer satisfaction towards life insurance policies with reference to SBI Life Insurance by analysing policy benefits, premium affordability, service quality, claim settlement efficiency, customer support, and digital services. A descriptive research design was adopted using primary and secondary data collected from 100 SBI Life Insurance policyholders through a structured questionnaire. For analytical purposes, Chi-Square Analysis was applied to examine the association between service quality and customer satisfaction. The findings indicate that service quality, prompt claim settlement, transparent communication, affordable premiums, and efficient customer support significantly contribute to higher customer satisfaction and stronger policyholder loyalty.
KEYWORDS
Customer satisfaction is one of the most important determinants of long-term success in the life insurance industry because it directly influences customer loyalty, policy renewal, and organizational reputation. The study indicates that SBI Life Insurance has successfully established positive relationships with policyholders by offering reliable insurance products, affordable premium structures, efficient claim settlement procedures, quality customer service, transparent communication, and technology-enabled digital services. The Chi-Square Analysis confirms a significant association between service quality and customer satisfaction, demonstrating that improvements in service delivery contribute directly to higher customer satisfaction levels. Policyholders generally express confidence in the company's services and indicate their willingness to continue their association with SBI Life Insurance. Continuous enhancement of customer-centric practices, digital innovation, communication systems, and service quality will further strengthen policyholder satisfaction and organizational competitiveness. Overall, SBI Life Insurance continues to maintain a strong reputation by delivering dependable insurance services that effectively satisfy the evolving expectations of its customers.
1. Gupta, R., & Sharma, P. (2014). Customer satisfaction in the life insurance industry: An empirical analysis. International Journal of Insurance Studies, 6(2), 45–58. 2. Verma, A., & Kumar, S. (2015). Factors influencing customer satisfaction in private life insurance companies. Journal of Financial Services Research, 8(1), 30–42. 3. Mehta, R., & Singh, P. (2017). Service quality and customer satisfaction in the insurance sector. International Journal of Business Management, 9(3), 52–64. 4. Gupta, S., & Ramesh, K. (2021). Claim settlement efficiency and customer loyalty in life insurance. Journal of Insurance and Risk Management, 13(2), 67–79. 5. Kiran, P., & Prasad, R. (2023). Customer perception towards life insurance products in India. International Journal of Financial Research, 15(1), 24–37. 6. Jain, V., & Malhotra, S. (2024). Digital transformation and customer satisfaction in the Indian life insurance industry. Journal of Contemporary Financial Services, 16(1), 40–55.
Publication Date
8/7/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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No funding information available for this research.
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