Comparative Analysis On Service Quality And Customer Satisfaction In Motor Insurance Service The Case Of Ethiopian Insurance Corporation And Africa Insurance Company

This paper allempts to examine and compare EIC and AIC in relation to service qualilyrnand customer satis/action. Gronroos' suggesting fhell service quality consisfs 0/ threerndimensions, technical, jimctional and image, and that image fimctions as a filter inrnservice quality perception. However by taking the Gronroos model as a basis thernresearcher developed a proposed model by adding two new dimensions that is Premiumrnprice and collaborators. The results Fom insurance service sample revealed that therndimensions in the proposed model appropriate representation to esfimate the overallrnservice quality in the insurance industry. The findings of a survey obtained by the resultsrnof 265 questionnaires completed by claimants at the main branches 0/ the Iwo insurancerncompanies (EIC and AlC) reported that evaluation 0/ services received were higher inrnAlC than in ElC in all of the dimensions measured; the relafive importance aI/ached 10rneach quality attribute was, however, of the same profile for fhe two seclors. Thernperception 0/ the pr()file 0/ services received was, however, different between therninsurance companies, thus suggesting that they did deliver a different qualify of service.rnThe detail results 0/ the questionnaire study were examined and, in conclusion, thernimplications and limitations of the study were discussed Areas for filrther research werernalso suggested.

Get Full Work

Report copyright infringement or plagiarism