Comparative Analysis Of Customers Perception Of Service Quality In Two Selected Insurance Companies

This exploratory study seeks to assess customers’ perception of service qualityrnin the insurance sector in Ethiopia. The study involves two insurance companies.rnThe SERVQUAL model was used to determine customers’ perception of servicernquality at each of the the insurers.rnThe findings reveal that the customers’ expectations are not met.EIC has higherrnaverage negative gap scores for all dimensions.Reliability,Responsiveness andrnEmpathy have higher negative gap score than NIC while tangibility andrnAssurance has higher negative score in NIC than EICrnBoth companies should take key strategic measures such as strategic humanrnresource management ,application of latest technology and advancedrnmanagement system so that positive dimensions in all attributes can be obtained.

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