Impact of Service Quality on Customer Satisfaction and Firm Performance in Nepalese Life Insurance Companies

This paper attempts to examine the impact of service quality on customer satisfaction and firm performance in Nepalese life insurance companies. Data are collected through structured self-administered questionnaire from 350 respondents 19 companies which based SERVQAL model. Descriptive causal-comparative research design have used achieve objectives descriptive statistics, correlation, as well multiple regression models, been analyze data. It is observed that reliability, responsiveness, assurance, empathy, tangibles a positive significant performance. also found responsiveness shows highest correlation with terms ROA assurance demonstrates least