Assessment of factors affecting provision of quality Insurance service in Tanzania: the case of metropolitan Insurance Tanzania limited

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dc.creatorMyola, Benjamin B.V.K
dc.date2016-03-08T17:46:51Z
dc.date2016-03-08T17:46:51Z
dc.date2014
dc.date.accessioned2018-03-24T12:04:56Z
dc.date.available2018-03-24T12:04:56Z
dc.descriptionA 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.descriptionFor 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.identifierhttp://hdl.handle.net/11192/863
dc.identifier.urihttp://hdl.handle.net/11192/863
dc.languageen
dc.publisherMzumbe University
dc.subjectprovision of quality Insurance service
dc.titleAssessment of factors affecting provision of quality Insurance service in Tanzania: the case of metropolitan Insurance Tanzania limited
dc.typeThesis

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MSc. Science in Accounting and Finance