Comparative Analysis of customer’s perception of Service quality in two selected Insurance companies
| dc.contributor.advisor | Ponnala, Venketi (PhD) | |
| dc.contributor.author | Begashaw, Dawit | |
| dc.date.accessioned | 2018-10-29T06:44:47Z | |
| dc.date.accessioned | 2023-11-04T09:04:36Z | |
| dc.date.available | 2018-10-29T06:44:47Z | |
| dc.date.available | 2023-11-04T09:04:36Z | |
| dc.date.issued | 2015-05 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/13316 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | customer perception of service quality | en_US |
| dc.title | Comparative Analysis of customer’s perception of Service quality in two selected Insurance companies | en_US |
| dc.type | Thesis | en_US |