| dc.creator |
Myola, Benjamin B.V.K |
|
| dc.date |
2016-03-08T17:46:51Z |
|
| dc.date |
2016-03-08T17:46:51Z |
|
| dc.date |
2014 |
|
| dc.date.accessioned |
2018-03-24T12:04:56Z |
|
| dc.date.available |
2018-03-24T12:04:56Z |
|
| dc.identifier |
http://hdl.handle.net/11192/863 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/863 |
|
| dc.description |
A Dissertation Submitted to Mzumbe University, Dar es Salaam Campus College in
Fulfillment of Requirements for the Award of the Degree of Masters of Science in
Accounting and Finance (MSC-AF) of Mzumbe University. |
|
| dc.description |
For the success and survival in today’s competitive environment, delivering quality
service is of paramount importance for any economic enterprise.Therefore, this presented
study aims to assess the factors that affect quality insurance services in Tanzania with
case study of Metropolitan Insurance Company Limited in Dar es Salaam.
The analysis of results was taken after sampling from statistical population 100
individuals, staffs and customers and the implementation of the tool on whole sample
population use descriptive statistics methods. The finding of the study demonstrate that
factors like customers’ delivery, quality insurance service (service quality) and customer
satisfaction have significant impact on the overall service quality of Metropolitan
Insurance Company of Tanzania. And these factors have been classified into various
indicators that include employee competence; employee courtesy; prompt claim
settlement; premium charges; technology; clear communication channels and
advertisement. The results showed that factors affect the quality insurance service on the
attitude of customers willing to buy the service.
The researcher also investigated on the service quality dimensions (SERVQUAL) which
include reliability, tangibility, responsiveness, assurance, empathy and customers’
satisfaction on overall evaluation of quality insurance service. It reveals that each
attributes has significant impact on the overall service quality of Metropolitan Insurance
Company (T) Limited.
Finally, the implications of results and recommendations have been discussed to
enlighten the management of the company on future direction of the company. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
provision of quality Insurance service |
|
| dc.title |
Assessment of factors affecting provision of quality Insurance service in Tanzania: the case of metropolitan Insurance Tanzania limited |
|
| dc.type |
Thesis |
|