| Abstract: | Service Delivery and Customer satisfying is the ultimate goal and objective of
any financial organization. Service giving organizations can maximize their
profit by rendering quality service to their customers and this leads to
customer satisfaction and loyalty. The general objective of this study is to
determine the service delivery and customer satisfaction strategies utilized by
the Ethiopian Insurance Corporation through customer service. It is also
clear from this research that customer service has an important issue on
service deliver perception and customer satisfaction. In this research, the
SERVQUAL instrument developed by Parasuraman (1985), has been applied
in designing the questionnaire by using five dimensions of service quality:
Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Data
collected from respondents are analyzed by using Qualitative and descriptive
analysis. Questionnaires are distributed to simple randomly for selected
customers of the districts and interview conducted to the team leader of six
districts and for the marketing Management team. The findings show that all
dimensions of service quality (tangibility, reliability, responsiveness,
assurance, and empathy) are very important to customer satisfaction. The
results revealed that the Assurance and Empathy dimensions raised the
highest level of expectation, whereas, the other dimensions of service quality
scored a lower level. The study also investigates the dimensions and their
levels of service quality that have related on customer satisfaction. And the
researcher measures the service delivery and tries to identify those areas that
need improvement in order to gain a competitive advantage. In addition, the
researcher has examined the relationship between five service quality
dimensions and customers’ satisfaction in EIC. |
