Determinants of Policyholders Satisfaction Towards General Insurance: Case of the United Insurance Company S.C (Unic-Ethiopia)

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Addis Ababa University


The study investigated the determinant of Policyholders’ satisfaction towards general insurance in UNIC-ETHIOPIA. It helps to understand the major determinants of policyholders’ satisfaction towards General insurance in the company. The total population was 5800 which are the average no of claim stalled for the last five years from 2018 to 2022. Since the population is not homogeneous, 198 respondents were selected by using random sampling technique and a response rate of 89.4% was achieved. To get representative sample each service outlet/Branch was categorized as one cluster. Primary data was collected mainly by using structured questionnaire. In addition, Secondary data from the data base of the United Insurance Company was evaluated. The study was examined the relationship between Policyholder satisfaction as a dependent variable and Responsiveness, Assurance, Premium rate, Indemnification, Expectation and Accessibility as independent variables. The research was used quantitative approach and multiple linear regression analysis method. The data was analyzed by SPSS software. The collected data have tested with the help of various statistical tools like reliability and validity checking, regression analysis, ANOVA, weighted average method and hypothesis testing. The analyzed data has been presented in the form of table, graphs and charts. The findings of the study showed that Responsiveness, premium, indemnification and Assurance are the most key determinants of customer satisfaction in UNIC-ETHIOIA and based on these findings possible solutions are recommended to the insurance company