摘要：Customer satisfaction is an offshoot of the quality of service delivered by the service organizations. Quality improvement and customer satisfaction assumes vital importance for all service organizations in the world. The present paper investigates the impact of service quality provided by LIC on the satisfaction of customers in Delhi and NCR. A sample of 150 LIC customers has been selected for the study. Data have been collected through questionnaires designed on a five point Likert scale. Simple Linear Regression has been used as the statistical tool to measure the impact of service quality on the satisfaction of customers. The analysis of the data revealed that there is a significant impact of service quality on the satisfaction of customers in Delhi and NCR.
