A Study on the Impact of Omni Channel Strategies on Customer Delight in Public and Private Insurance Firm

Abstract

The insurance industry's customer interaction practices have been drastically changed by the quick development of digital technology, which has prompted the adoption of omnichannel strategies that combine several channels for communication and service delivery. The purpose of this study is to investigate how omnichannel tactics affect customer satisfaction in both public and private insurance companies. The study examines how important aspects of omnichannel practices such as accessibility, responsiveness, data uniformity and frequency of interaction with customers affect customer delight. To comprehend the variations in the use and efficacy of omnichannel methods across public and private insurance organizations, an empirical method is used. The primary data used in the study was gathered from consumers using structured questionnaires and secondary data from pertinent literature was added. Customer perceptions are examined and the connection between omnichannel processes and customer delight is assessed using statistical tools. It is anticipated that the study's conclusions would shed light on how well integrated service channels improve customer satisfaction and customer loyalty. The survey also seeks to provide insurance companies with useful recommendations to improve their omnichannel strategies and raise customer loyalty levels. Overall, by emphasizing customer delight rather than just contentment and by offering a comparison viewpoint between public and private insurance companies in an emerging market environment, the research adds to the body of current knowledge.