Browsing by Subject "MEDIATING EFFECT OF CUSTOMER SATISFACTION"
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Item IMPACT OF SERVICE QUALITY ON CUSTOMER RETENTION: THE MEDIATING EFFECT OF CUSTOMER SATISFACTION(2022-11) DAHAL, SUSMITADue to the problems caused by the Corona epidemic around the world, the Nepalese life insurance business has been directly affected, like other service sectors. Stiff competition, delay in claim settlement, and low service quality of insurance companies result in policy lapse, customer defection, or switching of a customer from one company to another. It has been a significant problem facing Nepalese Life insurance companies over the past few years (Basaula, 2017). Besides, in the present situation of a global pandemic and cut-throat competition, it won't be easy for insurers to keep their all clients happy, retain them, and attract new ones.