September 2025 VOLUME:11 ISSUE 3

COMMERCE & MANAGEMENT JOURNAL

A Study on Customer Satisfaction and Digital Transformation in the Insurance Sector

Dr. Indu Shukla

  • Pages: 1-7
    • <p>The insurance sector plays a crucial role in economic development by providing financial security, risk management, and investment opportunities to individuals and businesses. In recent years, the insurance industry has experienced significant transformation due to technological advancement, digitalization, changing customer expectations, and regulatory reforms. Customer satisfaction has become one of the most important factors influencing organizational success and customer retention in the insurance sector. This research paper examines customer satisfaction, digital transformation, and emerging trends in the insurance industry. The study adopts a descriptive research methodology using both primary and secondary data. Primary data were collected through questionnaires distributed among insurance policyholders, while secondary data were obtained from journals, books, reports, and online publications. The findings indicate that customer satisfaction in the insurance sector is influenced by service quality, claim settlement procedures, premium affordability, digital services, and customer support. Digital transformation through InsurTech, artificial intelligence (AI), online policy services, and mobile applications has improved customer convenience and operational efficiency. Recent industry reports show increasing adoption of digital insurance platforms and customer-centric services in India. However, challenges such as policy mis-selling, delayed claim settlement, lack of transparency, and low insurance awareness continue to affect customer trust in the insurance industry. The study concludes that insurance companies should focus on transparency, digital innovation, customer education, and efficient claim management to improve customer satisfaction and organizational growth.</p>

Service Gap Model and Its Impact on Customer Satisfaction in Service Organizations

Arpana Katiyar

  • Pages: 1-6
    • <p>The service sector plays a vital role in the global economy, and customer satisfaction has become a key determinant of organizational success. In highly competitive markets, organizations must deliver high-quality services to retain customers and achieve long-term growth. The Service Gap Model, developed by Parasuraman, Zeithaml, and Berry, is one of the most widely used frameworks for understanding gaps between customer expectations and actual service delivery. This research paper examines the Service Gap Model and its impact on customer satisfaction in service organizations. The study analyzes the five major gaps in service delivery, including the knowledge gap, policy gap, delivery gap, communication gap, and customer gap. A descriptive research methodology was adopted using both primary and secondary data. Primary data were collected through questionnaires distributed among customers and service employees, while secondary data were obtained from journals, books, and research articles. The findings indicate that service gaps negatively affect customer satisfaction, loyalty, and organizational reputation. Effective communication, employee training, customer feedback systems, and technology integration are essential for reducing service gaps. The study concludes that organizations must continuously monitor customer expectations and improve service quality to achieve customer satisfaction and competitive advantage. The Service Gap Model provides a useful framework for identifying weaknesses in service delivery and implementing corrective measures.</p>

A Study on Investor Awareness and Perception towards Mutual Funds in India

Dr. Indu Shukla

  • Pages: 1-4

    • Mutual funds have emerged as one of the most popular investment avenues for retail investors in India due to their potential for diversification and professional management. This study examines investor awareness and perception towards mutual funds, focusing on factors influencing investment decisions. The research is based on secondary data collected from AMFI reports, SEBI publications, and academic journals. The findings reveal that while awareness about mutual funds has increased significantly in recent years, many investors still lack a clear understanding of risk, returns, and product categories. Factors such as past performance, brand reputation, and financial advisors play a crucial role in influencing investor decisions. However, misconceptions, market volatility, and lack of financial literacy continue to affect investor participation. The study concludes that enhancing investor education and promoting transparency are essential for increasing mutual fund adoption in India

Glass Ceiling and Sticky Floor: Barriers to Women’s Career Advancement in Organizations

Dr. Shivangi Awasthi

  • Pages: 1-9
    • <p>Gender inequality in the workplace remains a significant issue across the world despite progress in education, employment opportunities, and legal reforms. Two important concepts associated with workplace inequality are the &ldquo;glass ceiling&rdquo; and the &ldquo;sticky floor.&rdquo; The glass ceiling refers to invisible barriers that prevent women and minority groups from reaching higher managerial and leadership positions, while the sticky floor refers to barriers that keep women concentrated in low-paying and low-level jobs with limited growth opportunities. This research paper examines the causes, effects, and organizational implications of the glass ceiling and sticky floor phenomena. The study adopts a descriptive research methodology using both primary and secondary data. Primary data were collected through questionnaires distributed among employees from different organizations, while secondary data were obtained from journals, books, reports, and research articles. The findings indicate that gender stereotypes, discrimination, unequal opportunities, work-life imbalance, organizational culture, and lack of mentoring significantly contribute to workplace inequality. The study also reveals that women continue to face wage gaps, slower promotions, and reduced leadership representation. Recent research further demonstrates that women often face barriers both at the lower and upper levels of organizational hierarchies. The paper concludes that organizations should implement inclusive policies, equal opportunity practices, leadership development programs, and flexible work arrangements to reduce workplace inequality. Addressing glass ceiling and sticky floor barriers is essential for organizational growth, diversity, and social justice.</p>
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