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QUESTIONNAIRE
Customer Survey - Ph.D Programme

Mathew Jacob
Associate Professor
PG Dept. of Commerce &
Research Centre
Bharata Mata College
Thrikakkara, Cochin -682021

Research Scholar
PG Dept. of Commerce &
Research Centre
St. Alberts College
Ernakulam

Dear Sir,

Thank you for accepting my invitation to take part in this customer

survey as a part of my research programme entitled A Study of the Impact of
Reforms on the Insurance Industry. This survey is required for the successful
completion of my Ph.D degree and I assure you that the results will be used
for research purpose only. This exercise may be helpful to you in selecting
insurance policies in future.

Sincerely,
Sd/Mathew Jacob
(Research Scholar)

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QUESTIONNAIRE FOR POLICYHOLDERS

1.

Name :

2.

Age. :

3.

Sex

4.

Place of Residence:

5.

Educational Qualification:

6.

Occupation: Employment

Male

Female
Rural

Urban

Business

Professional

Others
7.

Income:

8.

Name your Insurance Service Provider:

Insurance companies in the public sector
Insurance companies in the private sector
Bancassurance insurance by commercial banks

9.

Reason for continued patronage given to this particular insurance

company

10.

Courteous Service

Efficiency

Benefits Conveyed

Any other

Agents Promotion

Please indicate your preference towards the following financial

products by marking 1,2 and 3 in the respective boxes?
i)

Insurance products

ii)

Depository products

iii)

Mutual fund products

Yes
11.

No

Please indicate your liking towards the following forms of returns in

the order of preferences by marking 1, 2, 3 in the respective boxes?
i)

I like regular income in the form of interest and dividend

ii)

I like growth of invested money in lumpsum amount

on maturity

iii)

I like regular income and growth of investment

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12.

Give your opinion about the guidance and information for customers
provided by the insurance company. Assign 3 for very good, 2 for
good and 1 for average

Particulars

Public

Private

Bancassurance

a) Display of boards at counters

indicating the type of transaction
b) Personal guidance of staff, if
needed
c) Manager available easily and
accessible to address grievances
d) Availability of leaflets on
schemes to customers
e) Communication to customers
relating to change in policies,
interest rates /service charges etc.
13.

Do you get prompt efficient service across the counter?

Yes

14.

Do you get appropriate information about your policies?

Yes

15.

No

Is there any transparency in company customer relationship?

Yes

17.

No

Are the information provided accurate?

Yes

16.

No

No

Do you think that the company provide same treatment to all the
customers for similar service?
Yes

No

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18.

Do you think that the policies introduced by the private sector are
better than similar type in the public sector?
Yes

19.

No

Do you think that the new generation private insurance companies

perform better than the public sector?
Yes

20.

No

If want another policy, which insurance company do you prefer?

Private sector

21.

Public sector

Bancassurance

How far IRDA is successful in ensuring equity and social justice in

insurance sector?
Very successful

22.

Successful

How far IRDA is successful in creating insurance awareness and in

promoting

insurance growth?

Very successful
23.

Not successful

Successful

Not successful

Express the degree of influence of the following factors for

determining the nature and type of insurance products demanded by
customers. Assign 5 for high degrees of influence and 1 for low
degrees of influence.
Govt. policy
Level of awareness

24.

Changing profits

Income distributors

Preparation for risks

Rate your level of significance attach to the following factors in the

purchase of insurance policies on a 5 point scale. Assign 5 for high
significance and 1 for low significance.
(a) Returns

(b) Risk coverage

(c) Liquidity

(d) Flexibility

25.

Kindly express your agreement/ disagreement on the following

statements

Service Quality Attributes

SA A UD DA SDA

a) The new generation insurance companies will

definitely fail in the long run
b) The

performance

of

private

insurance

companies is excellent in comparison to

public sector companies
c) Privatisation, globalisation and liberalisation
in insurance definitely brought benefit to
customers
d) Private players have revolutionalised the
insurance

industry

through

professional

approach
e) In the pre liberalisation era, public insurance
companies under strict control of regulation
miserably failed to render quality service to
customers

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26.

Among the following factors, to which factors, do you give more

importance in taking decision to purchase insurance products?
Assign 10 for the highest and 1 for the least

Factors
Productivity, diversification and innovation
Mode of premium payment, financial incentives and
concessions
Effectiveness in promotion programmes and
creativity in advertisement
Marketing network and service centres proximity
and accessibility
Transparency, simplicity and quickness of
procedures in dealings
Commitment, efficiency and responsiveness of
employees
Friendliness, personal interest and individual
attention in providing customers service

Value

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27.

Assign values to the following factors on the basis of the

performance of LIC, Private Insurance Players and Bancassurance.
10 for best performance and 1 for worst performance
Factors

Productivity, diversification and

innovation
Mode of premium payment, financial
incentives and concessions
Effectiveness in promotion
programmes and creativity in
advertisement
Marketing network and service
centres proximity and accessibility
Transparency, simplicity and quickness
of procedures in dealings
Commitment, efficiency and
responsiveness of employees
Friendliness, personal interest and
individual attention in providing
customer service

LIC

Private Bancassuracne

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28.

Assess the performance of LIC, Private players, Bancassurance in

respect of the

following attributes of service quality. Assign 10 for

high performance and 1 for low performance

Service Quality Attributes

LIC

Private Bancassurance

Ability of the insurer to perform the

promised

service

dependably

and

accurately
Ability of the insurer to deal effectively
with

customers

complaints

and

its

redressal
The caring and individualised attention in
providing service to customers
Ability of the insurer and its employees to
improve trust and confidence
Physical facilities, equipment, personal
and communication facilities

29.

Please answer the following questions by selecting the most

appropriate options given against various statements given below

a)

I purchased insurance policies on account of recommendation

by friends, family members and other customers
1. Strongly Agree

2) Agree 3) Undecided

5) Strongly Disagree

4) Disagree

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b)

I purchased life insurance policies to ensure a continual stream of

income to my family in the event of death
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
c)

The decision to purchase life insurance policies is very

important
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
d)

The decision to purchase insurance

policies is influenced by

my personality characteristics
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
e)

The purchase of life insurance policies will improve my social

status
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
f)

My decision to purchase life insurance policies is influenced by

my life style and the distinctive ways in which I live
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
g)

Culture and outlook strongly influence people in the purchase

of insurance products
1. Strongly Agree

2) Agree 3) Undecided

4) Disagree

5) Strongly Disagree
30.

Are you aware of any insurance schemes offered by insurance

companies ?
a) Do not know anything
b) Some awareness
c) Fully aware of insurance

31.

Do any officer or agent of insurance company approached you for

introducing insurance schemes?
a) Never

32.

c) Frequently

Have you heard of the following insurance companies?

a) LIC

b) Postal Life Insurance

d) HDFC Std. Life

33.

b) Sometimes

e) Tata AIG

c) ICICI Prudential

f) Bajaj Allianz g) Met Life.

Do you think that risk coverage is equally important as return from your
investment?
a) Yes

34.

b) No

Do you think that initiative and determination of government and

other agencies like IRDA is not satisfactory in the popularisation of
insurance in rural areas?
a) Yes

35.

b) No

c) I do not know

Low income level of rural people is a major reason for low insurance
penetration in rural areas
a) Strongly Agree b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
36.

Lack of interest of insurance agents is a reason for low marketing of

insurance products in rural areas
a) Strongly Agree b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
37.

Deficiency in the use of appropriate promotion programmes is an

important factor for non popularisation of insurance in rural areas
a) Strongly Agree

b) Agree

e) Strongly Disagree

c) Undecided

d) Disagree

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38.

Among the following factors, which factors create more obstacles in

the penetration of rural insurers? Assign values between 1 - 5 to
express the degree of adverse effects of different factors

Sl.
No.

Factors

Low income level of rural people

Lack of awareness and interest of rural people

Inappropriate promotion programmes

Lack of interest and involvement of agents

Inadequate insurance products to meet the specific

requirements of rural people

Inefficient delivery systems

Illiteracy of rural population

Lack of distribution network

Lack of understanding of rural customers

10

Inadequate data on rural customers

11

Poor infrastructure

12

Inadequate reach of mass media

39

Values

Can you specify the reasons for not taking insurance polices offered
by private sector insurance company?
1
2
3
4

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40.

Have you heard about bancassurance?

a) Yes

41.

b) No

Do you think that bancassurance has:

a) High risk

42.

b) Low risk

c) No risk

Bancassurance is more beneficial and satisfactory in comparison

with LIC
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
43.

Do you consider bancassurance a substitute for traditional

insurance?
a) Yes

b) No

Note:
SA

Strongly Agree

Agree

UD

Undecided

DA

Disagree

SDA -

Strongly Disagree

c) Uncertain