Solomon, Asanterab2016-06-042020-01-082016-06-042020-01-082010Solomon, A. (2010) Study of adherence to service quality determinants by insurance firms of Tanzania. Master dissertation, University of Dar es Salaam. Available at http://41.86.178.3/internetserver3.1.2/detail.aspx?parentprirefhttp://localhost:8080/xmlui/handle/123456789/4732Available in printOne of the major ways to differentiate a service organization from other organizations in the service industry is to deliver a consistently higher quality of service than the competitors. This research sought to study adherence to service quality determinants among insurance firms of Tanzania. In doing so, the major focus of the study was to analyze the service provision processes in insurance firms in relation to service quality determinants. The research design which was employed in this study was a descriptive cross-sectional survey whereby a sample of 100 respondents was used. The data was analyzed using chi-square test. The findings of the study indicate that, from the client’s point of view, the descriptive results show that in most insurance firms, all five service quality determinants (intangibility, responsiveness, reliability assurance and empathy) were adhered to. But the hypothesis test results shows the same results except for empathy. From the employee’s point of view the descriptive results show that empathy was the only one adhered to and the hypothesis test results show that the service quality determinants namely tangibility, responsiveness, assurance and reliability were adhered to. According to top management’s descriptive results, service quality determinants (tangibility, responsiveness, reliability assurance and empathy) were adhered to but the hypothesis test shows that these determinants are not adhered to. Concerning service quality, it was recommended that for service firms like those in insurance to adhere to service quality determinants, they must review their working practices periodically, train and get feedback from both clients and employees.enInsurance firmsQuality of servicesTanzaniaThesis