The Effects Of Customer Satisfaction On Performance Of Insurance Sector In Kenya- Survey Of CIC Insurance Group
By Ndung’u Wanjiru Mary
The study looked in the effects of customer satisfaction on the performance of insurance sector in Kenya. The main object was to determine the effects of customer satisfaction on the performance of insurance companies in Kenya with a closer look at the cooperative insurance of Kenya. The specific objectives were: to find out the effects of timely response to customers on the performance of insurance companies. To establish the effects of good customer relationships on the performance of insurance companies; To find out the effects of after-sale services on the performance of insurance companies. The study adopted a descriptive survey design with target population being the employees and customers of the CIC Company. Data was collected using both primary and secondary methods. The researcher found out that customer satisfaction is a broad aspect and that a satisfied customer is a loyal customer and easy to maintain. However, timely response to their queries, creating good relationships with them and offering any extra service to them for a prior service paid, does wanders in terms of surpassing their expectations and as such increasing the levels of satisfaction.