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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/3352

Title: PERCEPTION OF SERVICE QUALITY AND LOYALTY AMONG CUSTOMERS OF INSURANCE COMPANIES: COMPARATIVE ANALYSIS OF NILE, NYALA AND AWASH INSURANCE
Authors: Djalalie, Itana
Advisors: Salehu Anteneh (PhD)
Keywords: Service Quality, Service quality dimensions, Insurance, factor analysis, Gap analysis, Correlation analysis.
Copyright: Jun-2011
Date Added: 13-Jul-2012
Publisher: AAU
Abstract: The aim of this study was to: a) Compare perception of insurance service quality among insurance customers and b) to determine the relationship between (if existed) service quality and loyalty. Data were collected using questionnaire from six branches of insurance customers (20 customers from each insurance company). Service quality was measured using seven dimensions which were: Access quality, Infrastructure quality, Responsiveness, Competence, Courtesy, Problem Solving quality and Credibility. Data were analyzed using gap analysis, factor analysis, and correlation analysis. Respondents in the three insurances reported low levels of perceived service quality. However, compared to service quality of Nile and Nyala insurance, Awash insurance reported better perceived service quality. In Nile insurance, Competence and Credibility dimensions are related to loyalty dimensions. In Nyala insurance, Responsiveness dimension is related to loyalty dimension. Finally, in Awash insurance, Responsiveness and Courtesy dimensions are related to loyalty dimensions. The three insurance managers should recognize the importance of service quality in service delivery and implement appropriate customer oriented strategies. The managers should recognize the importance of problem solving quality and improve ways to address complaints and provide solutions to customers’ problems. Moreover, managers should work to improve the service qualities of their respective insurances to be competitive in the market.
Description: Presented in Partial Fulfillment of the Requirements for the Master’s of Business Administration in the Graduate School of Addis Ababa University
URI: http://hdl.handle.net/123456789/3352
Appears in:Thesis - Business Adminstration

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