The Effect of Claim Service Quality on Customer Satisfaction: The Case of Tsehay Insurance S.C

Abstract

Customer satisfaction is a critical factor for service organization like insurance companies. This study focused to examine effect of claim service on customers of Tsehay Insurance Share Company. To attain the objective, questionnaire was designed and categorized under five dimensions of the SERVEQUAL model. The sample size of the research was 220 individuals and the type of data used was primary data collected by using self-administrated questionnaires and secondary data. The collected data was analyzed with the help of SPSS version 24. In the process of data analysis both descriptive and inferential statistical methods was used. The findings indicate that all five service quality dimensions of the study exert a positively significant effect on customer satisfaction and empathy is the most frequently used service quality dimensions. The finding of the analysis showed that, the performance of Tsehay Insurance Share Company in providing quality service is moderate to meet the expectation of the customer.