Teshome, Bekele (Ato)Fasika, Tatek2018-10-082023-11-192018-10-082023-11-192018-06http://etd.aau.edu.et/handle/12345678/12461A Thesis Submitted To The College Of Business And Economics Of Addis Abeba University In Partial Fulfillment Of The Requirement For Degree Of Master In Business AdministrationThe objective of the study was to empirically assess factors affecting motor insurance customers satisfaction of insurance companies in Addis Ababa. The research is to analyze weather service quality, awareness of contract, amount of premium, timeframe of compensation, ways of compensation, location of branches and networked / technology based service significantly affect motor insurance customers satisfaction of insurance companies. In the research model, motor insurance customers satisfaction is dependent variable and others are independent variables. The data collected from 6 sample insurance companies which exist in different level of market share. Both stratified and convenient sampling methods were used to select respondents. Primary and secondary data were collected. Primary data were collected from 380 respondents through questioner and source of secondary data were different articles, NBE reports and internet. The collected data were analyzed using a descriptive statistics, Spearman’s rank correlation and regression analysis. The description of the outputs using SPSS software version 20 and the result showed that service quality, awareness of contract, ways of compensation, location of branches and networked / technology based service have positive significant effect on motor insurance customers satisfaction whereas amount of premium and timeframe of compensation have negative significant effect on motor insurance customers satisfaction of insurance companies in Addis Ababa. Therefore, study suggested that management of the insurance companies should put effective measures to improve their service quality, to create awareness among customers, to minimize timeframe of compensation, to adjust rate of premium, to keep interest of customers in terms of methods of compensation, to extend their branches and districts and to provide networked and technology based service in order to enhance their motor insurance customers satisfaction.en-USMotor InsuranceInsurance CompaniesThesis