Comparative Analysis of customer’s perception of Service quality in two selected Insurance companies
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Date
2015-05
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Addis Ababa University
Abstract
This exploratory study seeks to assess customers’ perception of service quality
in the insurance sector in Ethiopia. The study involves two insurance companies.
The SERVQUAL model was used to determine customers’ perception of service
quality at each of the the insurers.
The findings reveal that the customers’ expectations are not met.EIC has higher
average negative gap scores for all dimensions.Reliability,Responsiveness and
Empathy have higher negative gap score than NIC while tangibility and
Assurance has higher negative score in NIC than EIC
Both companies should take key strategic measures such as strategic human
resource management ,application of latest technology and advanced
management system so that positive dimensions in all attributes can be obtained.
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Keywords
customer perception of service quality