Affiliation:
1. Shri Jairambhai Patel Institute of Business Management and Computer Applications, Gandhinagar, India
2. Anand Institute of Management and Information Sciences, India
Abstract
This study is carried out to analyze how SERVQUAL factors together with customer satisfaction and customer trust to influence the purchase intention for the insurance industry in Gandhinagar, Gujarat. The primary data for the study was collected through a self-administered questionnaire. 379 responses were collected from the households of the selected region through the convenience sampling method. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were employed to check how tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer trust influence the purchase intention of the households. The structural equation modelling (SEM) revealed that empathy, tangibility, reliability, and customer satisfaction positively influence the purchase intention of the respondents for the insurance policies.
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