Perception Of Service Quality And Loyalty Among Customers Of Insurance Companies Comparative Analysis Of Nile Nyala And Awash Insurance

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The aim of this study was to: a) Compare perception of insurance service quality amongrninsurance customers and b) to determine the relationship between (if existed) service quality andrnloyalty. Data were collected using questionnaire from six branches of insurance customers (20rncustomers from each insurance company). Service quality was measured using seven dimensionsrnwhich were: Access quality, Infrastructure quality, Responsiveness, Competence, Courtesy,rnProblem Solving quality and Credibility. Data were analyzed using gap analysis, factor analysis,rnand correlation analysis. Respondents in the three insurances reported low levels of perceivedrnservice quality. However, compared to service quality of Nile and Nyala insurance, Awashrninsurance reported better perceived service quality. In Nile insurance, Competence andrnCredibility dimensions are related to loyalty dimensions. In Nyala insurance, Responsivenessrndimension is related to loyalty dimension. Finally, in Awash insurance, Responsiveness andrnCourtesy dimensions are related to loyalty dimensions. The three insurance managers shouldrnrecognize the importance of service quality in service delivery and implement appropriaterncustomer oriented strategies. The managers should recognize the importance of problem solvingrnquality and improve ways to address complaints and provide solutions to customers’ problems.rnMoreover, managers should work to improve the service qualities of their respective insurancesrnto be competitive in the market.rnKeywords: Service Quality, Service quality dimensions, Insurance, factor analysis, Gaprnanalysis, Correlation analysis.

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Perception Of Service Quality And Loyalty Among Customers Of Insurance Companies Comparative Analysis Of Nile Nyala And Awash Insurance

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