Comparative Analysis on Service Quality and Customer Satisfaction in Motor Insurance Service: The Case of Ethiopian Insurance Corporation and Africa Insurance Company
No Thumbnail Available
Date
2010-07
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
This paper allempts to examine and compare EIC and AIC in relation to service qualily
and customer satis/action. Gronroos' suggesting fhell service quality consisfs 0/ three
dimensions, technical, jimctional and image, and that image fimctions as a filter in
service quality perception. However by taking the Gronroos model as a basis the
researcher developed a proposed model by adding two new dimensions that is Premium
price and collaborators. The results Fom insurance service sample revealed that the
dimensions in the proposed model appropriate representation to esfimate the overall
service quality in the insurance industry. The findings of a survey obtained by the results
of 265 questionnaires completed by claimants at the main branches 0/ the Iwo insurance
companies (EIC and AlC) reported that evaluation 0/ services received were higher in
AlC than in ElC in all of the dimensions measured; the relafive importance aI/ached 10
each quality attribute was, however, of the same profile for fhe two seclors. The
perception 0/ the pr()file 0/ services received was, however, different between the
insurance companies, thus suggesting that they did deliver a different qualify of service.
The detail results 0/ the questionnaire study were examined and, in conclusion, the
implications and limitations of the study were discussed Areas for filrther research were
also suggested.
Description
Keywords
Customer Satisfaction in Motor Insurance Service