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Factors Affecting Customer Retention in the Non-life Insurance Sector in Addis Ababa, Ethiopia

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dc.contributor.advisor Negi, Rakshit (PhD)
dc.contributor.author Aweke, Getinet
dc.date.accessioned 2021-04-27T08:23:50Z
dc.date.available 2021-04-27T08:23:50Z
dc.date.issued 2016-05
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/26232
dc.description.abstract The main objective of the study is to identify factors that influence customer retention in the non life insurance sector in Addis Ababa, Ethiopia. In this research study, customers of non life insurance sector were targeted as the population while satisfaction, trust, price, and switching barriers were taken as predicting variables towards customer retention as criterion variable. The researcher used questionnaire to collect relevant data for the research questions from sample respondents of three insurance companies which were selected using simple random sampling. Pearson correlation and multiple regression analysis were used to examine the relationship between the independent variables and customer retention using SPSS 20.0 and the results showed that all factors contributed to explain customer retention but comparatively price had the largest impact on customer retention than trust, satisfaction and switching barriers. Thus insurance companies should design a strategy to address these factors for increment of their existing customers‟ retention en_US
dc.language.iso en_US en_US
dc.publisher Addis Ababa University en_US
dc.subject Customer retention en_US
dc.subject satisfaction en_US
dc.subject trust en_US
dc.title Factors Affecting Customer Retention in the Non-life Insurance Sector in Addis Ababa, Ethiopia en_US
dc.type Thesis en_US


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