Development Of Service Quality Assessment And Improvement Approach Of A Motor Insurance Company In Ethiopia

With the increasing progress in insurance service in today’s global world, people experience prudentrndelivery of insurance service. This phenomenon has enhanced customer’s expectations. Besides this, pre-rnrisk and post risk assessments has a great influence overall insurance service delivery at the time of lossrnsettlements. This study was conducted on development of service quality assessment and improvementrnapproach of a motor insurance company in Ethiopia and carried out at three branches and head office Claimsrndirectorate of the case company in Ethiopia. The researcher made this paper anonymous to protectrnconfidentiality of the case company. rnProcesses study was conducted on files that were available in the archive to find the root cause of customerrncomplaints and found eight root causes. Five teams were created from experts who knows motor insurancernservice delivery process. The study performed to measure and to develop service quality assessment ofrnmotor insurance by using integration of SERVQUAL and KANO Models into QFD method. The standardrnquestionnaire in English, Afan Oromo and Amharic of SERVQUAL and KANO model have been used.rnCustomers’ perception and expectation was identified by SERVQUAL and Weak attributes categorized byrnkano model. The findings of KANO and SERVQUAL models show that five service quality attributes werernchosen to be improved and inserted in HOQ to develop the plan of improvement. rnThrough QFD method, five technical requirements were proposed to answer the customer needs. JITrninformation flow and updating company’s working guideline has the highest weight score and if theyrnimproved there will be almost 38.04% of improvement in service quality assessment processes. Therncorrelation among technical requirements indicates that well clarification of policy to customers have arnpositive relationship with working guideline and just in time information flow. Creating experience sharingrnhabit and adopting breakthrough learned lesson that have positive correlation could bring an improvementrnof motor insurance service delivery in 26.44%. rnThe researcher forwarded the step that the case company should follow. Adopting process improvementrnimplementation philosophy of Juran’s quality Trilogy is suggested that comprises quality planning, qualityrncontrol and quality improvements stages. The case company could start with establishing quality goal at arnminimum combined cost, develop methods to match the planned service as per customer needs and followrncontinuous improvement accordingly.

Get Full Work

Report copyright infringement or plagiarism