Assessment of Motor Insurance Claim Service Quality: The Case of Ethiopian Insurance Corporation

Abstract

This study was aimed to assess motor insurance claim service quality in Ethiopian Insurance Corporation. In this regard, the researcher has used SERVQUAL model to assess the level of service quality. Both primary and secondary data were gathered for the study purpose. Quantitative data were gathered via structured questionnaire from 348 motor insurance customers of Ethiopian Insurance Corporation. Moreover, qualitative data were also gathered via semi-structured interview with managers of the concerned work unit. The study applied descriptive research design to assess motor insurance claim service quality. The findings of the study revealed that the aggregate mean value for motor insurance service quality was 3.105. Though this value is above the average, customers’ perception about motor insurance service quality can still be regarded as relatively low. With regard to service quality dimensions, tangibility has the highest mean value (x=3.42) whereas responsiveness (x=2.79) has the lowest mean value. Therefore, the insurance corporation is recommended to improve its service quality so as to increase customer satisfaction as well as remain competitive in the insurance industry.