Customer Satisfaction Among Auto Insurance Clients in Juba, South Sudan

Customer service is a critical component in management with organizations being required to observe it to the core to promote consumer loyalty and retention. The objective of this study was to assess the impact of service quality of auto insurance on the satisfaction of auto insurance customers in Juba, South Sudan. The SERVQUAL model, used in this study as the guiding framework throughout the methodology and development of the data collection tool provided an avenue to measure the impact that service quality has to the satisfaction of consumers in the automotive sector. A simple random sampling was done on vehicle owners in Juba, the study area, and a semi-structured questionnaire was used to collect data. Key findings from the research showed that the key insurance firms, that is UAP insurance, Savanna Insurance, UHI Insurance, and New Sudan Insurance Company, and Britam scored highly in terms of customer satisfaction, although there was a need to improve certain aspects to assure complete customer satisfaction. The findings in this book are of critical value to the auto insurance sector in South Sudan.