Physical Evidence of Insurance services

Physical Evidence of Insurance services

Physical evidence is the environment in which the service is delivered and where the company and the customers interact and any tangible goods that facilitate the performance and communication of the service.

Services are intangible and heterogeneous. Intangibility means that services cannot be displayed, physically demonstrated or illustrated; heterogeneity means that consumers cannot be certain about performance on any given day. It plays a major role in enhancing customers’ perception of the service quality.

However, in case of insurance sector, the customer rarely visits the insurance company. The customer comes mostly only in contact with the service provider.