Impact of Services Quality Dimensions on Customer Satisfaction in Private Insurance Companies A Study on Awash and Oromia Insurance companies Hawassa Branch Ethopia

Abstract

This dissertation is sought to assess and analyze customer satisfaction with service newlinequality in AIC and OIC Hawassa branch, Ethiopia. Specifically, it examined the newlinedeterminants of satisfaction and the effects of customer satisfaction on AIC and OIC in newlineHawassa branch, Ethiopia, as well as the influence of background data on the relationship newlinebetween satisfaction and service quality. Seven Insurance service quality dimensions newlinenamely Tangibles, Reliability, Responsiveness, Empathy, Assurance, Technical quality newlineand Price have been established based on the literature review. The study has been newlineidentified two insurance service quality factors in AIC and five in OIC, which affect the newlinesatisfaction of customer significantly in using insurance services. The satisfaction of the newlinecustomer especially in the service business had a great importance because the newlinesatisfaction of the customer directly linked with the repetition of using the services. The newlinemajor predictors of customer satisfactions in AIC were Tangibles and Empathy, and the newlinemajor predictors of customer satisfactions in OIC were tangibles, responsiveness, newlineempathy, technical quality and price as shown by regression results of the study newline