Effects of Service Quality on Customer Satisfaction in Insurance Company (A Case of Selected Insurance Company Providing Life Insurance, Ethiopia)
Issue:
Volume 9, Issue 3, May 2023
Pages:
43-50
Received:
25 January 2023
Accepted:
8 May 2023
Published:
29 May 2023
Abstract: This study looks at how three insurance companies that offer life insurance rate their customers' satisfaction with their services. This study also assesses the connection between customer happiness and service quality, including its dimensions. Like many other financial services sectors, the life insurance industry is confronted by a market that is changing quickly, new technologies, uncertain economic conditions, fierce competition, and increasingly demanding clients For the aim of the study, primary data were gathered using questionnaires with a five-point Likert scale that were built with consideration for all aspects of service quality, including functional dimensions, image, technical quality, and price. Data were collected from samples of 308 consumers using the convenience sampling technique, and STATA version 15 was utilized to analyze the data using descriptive and multiple linear regression statistics. The results of this study show that customer satisfaction is positively and significantly impacted by characteristics of service quality such as image, responsiveness, dependability, and technological quality. On the other hand, assurance and cost have a negative and significant effect on consumer satisfaction. Additionally, customer retention and satisfaction in the chosen insurance firms are related to overall service quality. When creating a firm's strategy, attributes like image, responsiveness, reliability, assurance, and technological excellence should be given priority because they allow a company to increase customer satisfaction.
Abstract: This study looks at how three insurance companies that offer life insurance rate their customers' satisfaction with their services. This study also assesses the connection between customer happiness and service quality, including its dimensions. Like many other financial services sectors, the life insurance industry is confronted by a market that i...
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Entrepreneurial Orientation and Firm Performance: A Systematic Review
Towaf Totok Irawan,
Mohd Najib Bin Mansor,
Afifah Alwani Ramlee
Issue:
Volume 9, Issue 3, May 2023
Pages:
51-62
Received:
7 April 2023
Accepted:
26 May 2023
Published:
6 June 2023
Abstract: The purpose of this study is to review a number of articles that examine the relationship between entrepreneurial orientation and firm performance, especially in small and medium enterprises in the period 2016 to 2021. The method used to conduct this systematic review is to examine the selected literature in a systematic and structured manner. Most of the results of a systematic review show that studies of Entrepreneurial Orientation and Firm Performance in various countries indicate relatively the same results, namely Entrepreneurship Orientation has a positive and significant effect on Firm Performance. However, specific finding shows that the dimension of innovation has more positive influence on the orientation of entrepreneurship. The small companies that are proactive to external stimuli are not only more innovative, but also have Entrepreneurial Orientation capabilities that support the firm performance in international markets. Other studies show that EO and FP have a positive and significant positive relationship such as in economically depressed areas, in areas with high environmental dynamics, and areas with hostile environments. Meanwhile, the other findings confirm that EO is the main strategic resource, and with Learning Orientation, the organization can utilize this resource more effectively.
Abstract: The purpose of this study is to review a number of articles that examine the relationship between entrepreneurial orientation and firm performance, especially in small and medium enterprises in the period 2016 to 2021. The method used to conduct this systematic review is to examine the selected literature in a systematic and structured manner. Most...
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