Measuring Perceived Service Quality of Financial Advisors: An Empirical Study

Abstract

Financial service sector has been playing a major role in the development of Indian economy. The approach of financial services providers towards investors/ customers is an area of concern. The present study strives to develop an instrument to measure customer perceived service quality of financial advisors. “Financial Advisors means financial services providers, who sell financial services like insurance, mutual fund, provident fund, post office deposits, shares, etc. It includes insurance agents, brokers, mutual fund agents, post office agents etc.” A financial advisor is responsible for assessing market conditions, compiling and analyzing socioeconomic data and advising clients on the best investment opportunity. Dimensions of Service Quality developed from the analysis would help the financial advisors and financial services provider companies to efficiently allocate attention and resources among these dimensions on the differential basis, consistent with the customer priorities.