MOTOR INSURANCE SERVICE QUALITY AND CUSTOMER SATISFACTION: (THE CASE OF ABAY INSURANCE S.C.)

Abstract

The aim of this research is to examine the impact of service quality on customer satisfaction in the Abay insurance S.C. The study was conducted based on a descriptive study. For the purpose of this study, a sample of 300 respondents (clients of the company who are motor insurance policy holders) were drawn, using simple random sampling from branches resided in the capital city (Addis Ababa) where majority of the total population of the study is found by using primary data and the data were analyzed by SPSS tools of Crombach alpha correlation regression and data were presented thought tabulation , frequency, mean, percent the majority of the respondents demography were found the age range of 36-45 age, male respondents were used motor insurance than the female, with college diploma. They were earning medium income salary majority of the respondents were motor insurance service delivery was done by agents or third party. Low experience, and claim three and above the insurance have up-to-date equipment’s but less technological by tangibility, as reliability service were not given as promised at first time as responsiveness Employees were not proved information easily to it’s the customer. As assurance lowest mean valve scored The employees understand the specific need of their customers Abay insurance S.C employee were less knowledge of documents such as policies, endorsements, proposals in addition in adequate guidance to its customer during clams, low quality code dressing. The researcher advised to deliver superior service quality to its customer in order to stay in the competitive market, strong emphasis to all the motor examination insurance for tangibility and claim facility by developing new supported technology and easy mechanism during clam.