Determinants Of Customer Satisfaction (in The Case Of Nile Insurance Company S.c)

This research is entitled as determinants of customer satisfaction in Nile insurance company S.C. The purpose of this study was to identify major determinants of customer satisfaction in c company. The study used Explanatory research design to check whether there is relationship between the dependent variable and independent variables. The target population of the study was both employees and customers of the Nile insurance company. Employees are included as respondents because they are expected to have clue about major areas of customer complaints and bottle necks in the service delivery process. Purposive sampling technique was used to select 152 samples and data is collected from both groups using close ended questionnaires. Primary data is used mainly and secondary data were also referred when necessary. The collected data is organized, summarized and analyzed using quantitative descriptive, and multiple linear regression analysis method. The findings of the study showed that premium rate, indemnification, and responsiveness are the most key determinants of customer satisfaction in Nile insurance company and based on these findings possible solutions are recommended to the insurance company

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