The study, "Service Quality Gap and its Impact on the Performance of Selected Indian Health Insurance Companies," examines how service quality gaps affect organizational performance in the Indian health insurance sector. Using the SERVQUAL model, the research evaluates service quality across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data from 167 respondents was analyzed using SPSS software with descriptive statistics, t-tests, and correlation analysis.The results revealed significant service quality gaps across companies, with Care Health showing the largest gap (1.752) and SBI the smallest (0.484). All SERVQUAL dimensions exhibited notable gaps. Despite these disparities, correlation analysis (p-value = 0.060) indicated no statistically significant relationship between service quality gaps and company performance, leading to the acceptance of the null hypothesis.The study concludes that service quality gaps do not significantly impact the financial performance of Indian health insurance companies, highlighting the need for further research on performance determinants.
BENDIGERI et al. (Thu,) studied this question.