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Effect of Service Quality Features on Customer Retention: The Case of Ethiopian Insurance Corporation

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dc.contributor.advisor Workaferahu, Yohannes (PhD)
dc.contributor.author Abebe, Etsehiewet
dc.date.accessioned 2021-11-10T12:38:30Z
dc.date.available 2021-11-10T12:38:30Z
dc.date.issued 2021-09
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/28600
dc.description.abstract This study attempts to emphasize the rising importance of customer retention, and how it is affected by Service Quality. In the Service Quality model, the five identified criteria called Service Dimensions influencing customer retention through customers' perceptions of service are, (1) Assurance, (2) Tangibles, (3) Responsiveness, (4) Empathy and (5) Reliability. Customers typically use these criteria to judge the quality of service they receive. Demonstrating the relationship between these five service dimensions and customer retention at the Ethiopian Insurance Corporation, is the focal purpose of this study. Accordingly, sample for the study consisted of 254 customers from the Ethiopian Insurance Corporation's Southern Addis District. Data were collected with the help of questionnaires and analyzed using the Statistical Package for the Social Science (SPSS) version 20; service dimensions being the study's independent variables, and Customer Retention, the dependent variable. The results of the study indicated that all Service Dimensions (Tangibles, Assurance, Responsiveness, Empathy and Reliability) positively and statistically affected customer retention. The various identified components of each of the Service Dimensions that directly affect Customer Retention, do not seem to be given the due attention they deserve by the EIC's management at all levels of the Corporation. This study therefore, recommends that the Corporation's management give this issue its exclusive attention, so as to ensure much improved profit levels through improved performances en_US
dc.language.iso en en_US
dc.publisher A.A.U en_US
dc.subject Service Quality, Customer Service, Customer Retention, and Customer Satisfaction en_US
dc.title Effect of Service Quality Features on Customer Retention: The Case of Ethiopian Insurance Corporation en_US
dc.type Thesis en_US


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