Assessment of the quality of customer care in insurance companies: a case of national insurance corporation holdings Ltd, Kampala-Uganda.

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Date
2018
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The study aimed at assessing the quality of customer care in insurance company. Insurance company faced the problems of unfair trade practices and inefficient operations has generated adverse publicity for the company and subsequently powered consumer criticism and pressures against the insurance company. The study has developed three specific objective, first was to examine customers’ expectations in relation to the services provided by NIC, second was to find out Customers Perception of services offered by NIC and lastly was to find out the overall satisfaction of the customers towards the service quality offered by NIC. The study employed a case study design that employed the quantitative approach. A sample of 50 respondents was interviewed with the help of self-administered questionnaires. The Statistical Package for Social Sciences (SPSS) was used to compute frequency, percentage and mean of data collected. Data were subjected to correlation and descriptive analysis. The findings of the study revealed that tangible, reliability, and responsiveness, empathy and assurance factor play a vital role in influencing the perception of customers toward service quality of NIC Holdings Ltd. Also most Customers have good Perception of services offered by NIC. NIC and most customers are satisfied with the quality of customer care provided by NIC holding ltd. NIC should use tangible, reliability, responsiveness, empathy and assurance factors to improve service quality and should consider customers perception and satisfaction on service quality offered to customers.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG8102.U33M87)
Keywords
Insurance companies, Customer services, Uganda
Citation
Mushi, I. (2018). Assessment of the quality of customer care in insurance companies: a case of national insurance corporation holdings Ltd, Kampala-Uganda. Master dissertation, University of Dar es Salaam.