Ameha, Mulugeta (PhD)Shimelis, Tilahun (Mr.) Co-AdvisorGirma, Telila2019-12-142023-11-182019-12-142023-11-182019-06http://etd.aau.edu.et/handle/12345678/20368With the increasing progress in insurance service in today’s global world, people experience prudent delivery of insurance service. This phenomenon has enhanced customer’s expectations. Besides this, pre- risk and post risk assessments has a great influence overall insurance service delivery at the time of loss settlements. This study was conducted on development of service quality assessment and improvement approach of a motor insurance company in Ethiopia and carried out at three branches and head office Claims directorate of the case company in Ethiopia. The researcher made this paper anonymous to protect confidentiality of the case company. Processes study was conducted on files that were available in the archive to find the root cause of customer complaints and found eight root causes. Five teams were created from experts who knows motor insurance service delivery process. The study performed to measure and to develop service quality assessment of motor insurance by using integration of SERVQUAL and KANO Models into QFD method. The standard questionnaire in English, Afan Oromo and Amharic of SERVQUAL and KANO model have been used. Customers’ perception and expectation was identified by SERVQUAL and Weak attributes categorized by kano model. The findings of KANO and SERVQUAL models show that five service quality attributes were chosen to be improved and inserted in HOQ to develop the plan of improvement. Through QFD method, five technical requirements were proposed to answer the customer needs. JIT information flow and updating company’s working guideline has the highest weight score and if they improved there will be almost 38.04% of improvement in service quality assessment processes. The correlation among technical requirements indicates that well clarification of policy to customers have a positive relationship with working guideline and just in time information flow. Creating experience sharing habit and adopting breakthrough learned lesson that have positive correlation could bring an improvement of motor insurance service delivery in 26.44%. The researcher forwarded the step that the case company should follow. Adopting process improvement implementation philosophy of Juran’s quality Trilogy is suggested that comprises quality planning, quality control and quality improvements stages. The case company could start with establishing quality goal at a minimum combined cost, develop methods to match the planned service as per customer needs and follow continuous improvement accordingly.en-USService QualitySERVQUALKano modelCustomer satisfactionQFDAHPInsurance CompanyThesis