The Impact of Service Quality on Customer Satisfaction and Loyalty in the Ethiopian Insurance Industry
| dc.contributor.advisor | Shibre, Zewdie (PhD) | |
| dc.contributor.author | Asfaw, Fasil | |
| dc.date.accessioned | 2018-10-30T05:32:20Z | |
| dc.date.accessioned | 2023-11-04T09:02:41Z | |
| dc.date.available | 2018-10-30T05:32:20Z | |
| dc.date.available | 2023-11-04T09:02:41Z | |
| dc.date.issued | 2018 | |
| dc.description.abstract | This research project tries to assess and analyze the impact of service quality on customer satisfaction and customer loyalty in Ethiopian Insurance industry. Further, this study evaluates the relationship among service quality including its dimensions, customer satisfaction, and customer loyalty. For the purpose of the study primary data were collected using five point likert scale based questionnaire that was constructed taking into account all the dimensions of service quality as per the SERVPERF scale such as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Further, customer’s perceptions were used to assess Customer Satisfaction and customer loyalty. A sample of 768 customers was selected using multi stage sampling technique, and 706 customers were responding. And the data was analyzed using descriptive statistics and inferential statistics. The statistical methods of analysis included a descriptive statistics (frequency, mean and standard deviation), factor of analysis, ANOVA, correlation and Regression analysis are presented through SPSS version 20. The result of this study shows that, all service quality dimensions have positive and significant impact on customer satisfaction and customer loyalty. At the same time, Customer satisfaction has also a positive and significant impact on customer loyalty. The findings also reveal that service quality and all its dimensions have a significant and positive relationship with customer satisfaction and loyalty. Customer satisfaction and customer loyalty have also a significant and positive association. Moreover, overall service quality has a strong association with customer satisfaction and customer loyalty in Ethiopian Insurance Industry. Key words: service quality, service quality dimensions, customer satisfaction, SERVPERF | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/13370 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | service quality | en_US |
| dc.subject | service quality dimensions | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | SERVPERF | en_US |
| dc.title | The Impact of Service Quality on Customer Satisfaction and Loyalty in the Ethiopian Insurance Industry | en_US |
| dc.type | Thesis | en_US |