Customer Satisfaction with Service Delivery-Motor Insurance

The aim of this book is to assess, in the motor insurance industry, the state of customer satisfaction with service delivery, the dimensions of service delivery customers are satisfied with and the dimensions which are most important to them. In the light of this evaluation, we suggest ways to enhance service delivery. To achieve this purpose, a case study involving a motor insurance firm was conducted. Findings from the study reveal that customer satisfaction with service delivery can be considered as acceptable. Mostly, the customers are satisfied with convenient periods and terms for expired policy renewals, operating hours, sound loyalty programme, individualised customer attention, understanding customer needs and apologising for inconvenience to clients. It also appears that offering a value for money is the dimension of service delivery most essential to clients. Finally, to enhance customer service delivery further, players in the industry need to adopt the right mix of policies practiced in the advanced countries, firms must train and equip the agencies or link offices well and check material shortages.