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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/4236

Title: Promoting Customer Satisfaction in the Insurance Industry in Ghana: A Case Study of selected Insurance Companies in the Tamale Metropolis
Authors: Akanlagm, Joseph Agyampoak
Issue Date: 10-Jun-2011
Abstract: This is a descriptive study that assessed the expectations of customers of their insurers and the level of satisfaction that their insurers have been able to provide them. The general objective of the study was to examine customer satisfaction levels among clients’ of insurance companies and the strategies companies have in place to achieve customer satisfaction in the Tamale Metropolis. The specific objectives of the study include the examination of customer expectation, assessment of customer satisfaction levels, assessment of service quality impact on satisfaction, evaluation of insurance companies’ customer satisfaction strategies and identification of challenges confronting insurance companies in their bid to satisfy their customers. The method used to collect data were questionnaire and interview schedules from insurance policy holders and branch managers of insurance companies respectively. The study showed that customers’ expectations have not been adequately met. Customers expect a high level of service delivery from insurance companies. Granting of discounts, continuous training of staff and the use of ICT are prominent strategies companies use to promote customer satisfaction. The challenges of internal bottlenecks and inadequate resources have been identified by insurance companies as accounting for their inability to deliver the kind of service that will satisfy their customers. Recommendation offered by the study is that insurance companies should aim at building durable teams. Various units and departments of the organizations should work as a team with a focus to satisfy customers. Companies should automate their processes to shorten the time that clients spend trying to purchase insurance or make claims.
Description: A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters in Business Administration, June 2011
URI: http://hdl.handle.net/123456789/4236
Appears in Collections:Distance Learning

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