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    WSN 46 (2016) 126-144 EISSN 2392-2192

    Customers perception towards Change

    Management in Insurance sector A Case Study of LIC of India

    Shriti Singh

    Assistant Professor, Maharana Pratap College of Management, Ratibad, Bhopal (M.P.), India

    E-mail address:


    After a Decade of privatization in insurance sector in India, Customers of LIC believes that LIC

    is still in leading position in insurance sector. LIC win the trust of majority of the customers LIC of

    India doesnt charge any hidden charges and due to government organization LIC succeeds to provide

    feeling of security to their customer. A descriptive study is conducted among the customers of the LIC

    of India from different branches in Bhopal. The objective of this research is to study the perception of

    customers about the change management (Privatization) and impact of the change management on the

    services provided by LIC of India to their customers. Chi Square test is applied in this paper to check

    the authenticity of data given by the respondents. The findings suggests that the change management

    can be implemented through Planning and Implementation, Decision making, transparency in policies,

    by creating opportunities for development etc.

    Keywords: Change; Change Management; Privatization; Insurance; Services; Customers etc.


    Change being natural phenomenon cannot be avoided. The only task lies with the

    individual, society or business is to manage the change in positive and fruitful manner. The

    most challenging task is to define management without risk as the changes never put any

  • World Scientific News 46 (2016) 126-144


    alarming deadline. Materialistic change in life leads to various setbacks not only in cultural

    aspect but financial losses are alarming. In modern days organizations that are engaged in

    same kind of industry, rendering same kind of services and having same set of activities differ

    in their functioning. The mission, purpose and objectives of an organization therefore can be

    same but they differ on account of the people constituting the organization. Each and every

    organization is unique and the employees in the organizations differ on account of their

    capability, their skills, and their knowledge, their personality and attitude. The relationships

    that exist in the organizations are quite complex and it is ever changing. This change can be

    on account of the changes in the work environment or on account of new people joining and

    old employees leaving the organization. This is only part of the total picture, however despite

    such frequent changes; the organizations themselves alter slowly if at all. It is the relations

    that change rather that the organization itself.

    The beginning of life is purely formation of innocent behaviour termed as childhood

    which is followed by teenager stage, as long as time passes the phases of life become mature.

    In view of the society which includes primarily parents or grandparents such developments

    are never recognised as positive change. However, the change in life pattern parallel with time

    is natural but the challenges of modification needs input of change management in view to

    cope with altering scenario with fruitful future. Change with ageing being considered as

    absolutely natural phenomenon which obeys the law of nature. Dynamism of social change

    can be managed which is termed as business requirement resulting from competitive

    hierarchy. The reality of positive alterations leaves only two options with every individual. In

    one way the change can be acceptable or otherwise change can be managed properly.

    1. 2. Customer perception

    The aim of any business is to increase their sales by determining what drives their

    customers' purchase decisions. Customer perception theory attempts to explain consumer

    behavior by analyzing motivations for buying - or not buying - particular products. Three

    areas of customer perception theory relate to its theory: self perception, price perception and

    perception of a benefit to quality of life. A sales and marketing overview that include a

    customer's impression, awareness about a company or its offerings is termed as customer

    perception. Customer perception is typically affected by advertising, reviews, public relations,

    social media, personal experiences and other channels.


    Life insurance came to existence in India well over 100 years ago. Today it has gained

    acceptance of all the groups of the society. Life insurance service came into existence in India

    sometime in 1818. The first insurance company was started in Calcutta and was called as the

    Oriental life insurance company. The service was available for the Britishers who resided in

    India. If was through the efforts of people like Raja Ram Mohan Roy, Dwarakanand Tagore,

    Rampuanu Lahiri, and Rustomji that Indians could avail this service as well.

    In the year 1870 Bombay Mutual life Assurance society, the first Indian insurance

    company, came into existence. The next most important Indian life office was established on

    May 5,1874 .It was called as the this company had an authorized capital of Rs. 10 lakhs, of

    which 1.50 lakh were subscribed capitals.By the end of the foreign insurance companies

  • World Scientific News 46 (2016) 126-144


    enjoyed near monopoly in the insurance business. Because of the higher premium charged by

    the companies from the Indian Lala Hari Kishan Lal, launched the Bharat Insurance

    Company at Lahore in 1896. Later on a number of insurance companies were established for

    the Indians.

    The LIC Act 1956 has broadly given the pattern of organization structure. LIC is very

    large organization with a countrywide network of 7 zonal offices, divisional offices and

    branches .For better Understanding of its organizational set up an attempt is made to discuss

    the organization at central office, Zonal office, divisional office and branch levels.


    Consumers perception towards a product or service is partially based on his actual

    experience with the good, a many research suggests that a consumer's view of a product is

    also accustomed by a variety of other factors. From very concrete factors of price and quality

    to less tangible factors such a consumer's view of the manufacturer's reputation, experience

    with service and the quality of packaging and branding, determine a consumer's perception of

    goods and services.

    Figure 1. Factors contributing towards customer perception

    Customer Perception



    Service Quality

    Packaging and




  • World Scientific News 46 (2016) 126-144



    Radovic M. Markovic (2008) this research paper emphasizes on the issue of managing

    organizational change is of key significance within management theory and practice. A

    number of cases have shown that attempts to 'manage' organizational change frequently

    failed. Therefore the objective of this paper is to find why does the failure almost occur?

    Additionally, this papers objective is to provide discussion and find reply on the following

    questions: Which specific aspects of change are currently impacting most on practicing

    managers? How do they react to change? How are they dealing with them? And how

    successful are their attempts? How do the problems identified and solutions described, relate

    to the theory and research on organizational change? What kind of organizations are the most

    adopted to changes?

    The findings suggest that most companies operational strategies and structures reflect

    past business realities making organizational inertia one of the most considerable obstacles

    to change.

    However, it is noted that leadership and management skills, such as visioning,

    prioritizing, planning, providing feedback and rewarding success, are key factors in any

    successful change initiative. The paper culminates with conclusions, implications and

    suggestions for further research. [1]

    Al-Nafjan Abeer N., Al-Mudimigh Abdullah S. (2011) this paper discusses Enterprise

    Resource Planning (ERP) - change management. A review of the research literature has been

    presented that focuses on the ERP change management factors. The literature is further

    classified and the major outcomes of each study have been addressed in this paper. The

    discussion is supported by a practical ERP project called Madar. The paper is targeted to

    examine and ascertain the reasons for resistance to diffusion and why individuals within an

    organization resist the changes. This paper also suggests strategies to minimize the resistance

    if not overcome completely. [2]

    Hala M. Al-Shamaln and Abdullah S. Al-Mudimigh (2011) the main purpose of this study

    is to analyse how Top management usually faces an unexpected attitude from potential users

    during implementing an enterprise resource planning (ERP) system. For o

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