The Impact of Service Quality and Customer Satisfaction in the Insurance industry

The main objective of the study is to examine the impact of service quality and customer satisfaction in the Ghanaian insurance industry. The specific objectives of the study are to: Determine the importance of quality service on customer satisfaction. Examine factors affecting customer satisfaction. Analyse the effect of service quality on customer satisfaction. The study adopted the descriptive study design. The study was purely quantitative in nature. The population of the study comprised customers of Enterprise Insurance Company Limited (head office) in Accra. A total of two hundred (200) respondents were sampled out for the study. However, only 180 questionnaires were returned. Hence, the sample size was 180. A combination of convenience sampling and the judgment sampling (where respondents who are good prospects for accurate information were selected), were adopted for this study. Questionnaire were used as the data collection instrument. Responses gathered were analyzed using