Comparative Analysis on Service Quality and Customer Satisfaction in Motor Insurance Service: The Case of Ethiopian Insurance Corporation and Africa Insurance Company
| dc.contributor.advisor | Ncgi, Rakshit (PhD) | |
| dc.contributor.author | G/Meskel, Shewaynesh | |
| dc.date.accessioned | 2018-10-19T14:14:48Z | |
| dc.date.accessioned | 2023-11-10T13:01:23Z | |
| dc.date.available | 2018-10-19T14:14:48Z | |
| dc.date.available | 2023-11-10T13:01:23Z | |
| dc.date.issued | 2010-07 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/13014 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer Satisfaction in Motor Insurance Service | en_US |
| dc.title | Comparative Analysis on Service Quality and Customer Satisfaction in Motor Insurance Service: The Case of Ethiopian Insurance Corporation and Africa Insurance Company | en_US |
| dc.type | Thesis | en_US |