ASSESSMENT OF SERVICE QUALITY OF MOTOR INSURANCE AT ETHIOPIAN INSURANCECORPORATION

Abstract

This study is to assess service quality of motor insurance at Ethiopian Insurance corporation. Service quality is very important concepts that companies must understand, if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. The main purpose of this study is to assess service quality using SERVQUAL model within EIC working environment. Other purposes include how service are being derived in EIC customer ,what are the expectation of customers from EIC with respect to motor insurance quality service and identify which service quality dimensions are bring customer satisfaction/ dissatisfaction. A questionnaire was designed and distributed to respondents using a convenience sampling technique for EIC customers. The analysis carried found that, the overall service quality perceived by customers was not satisfactory; means customers expectations exceeded perceptions. This study contributes to examining service quality within EIC using SERVQUAL model. It also provides empirical results that guide other Insurance companies on the corrective measures that lead to respective company’s significant growth.