Clients' perception of service delivery at a life assurance company!
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Date
2003
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Abstract
The topic was inspired by my obsession for service excellence. Having
served the retail industry as a photographic salesman and ultimately as
director of a chain of retail stores, I was startled by some of the blasphemous
remarks made to the insurance industry. Furthermore, I was personally
subjected to poor customer service by some of the large insurance
companies. In my current tenure as a life assurance consultant, I have made
it my mission to harness good quality, good values and provide excellent
service to the countless patrons of the insurance industry.
The purpose of this study was to analyse service quality at Sage Life
Insurance Company. Particular attention was paid to the five dimensions of
service quality and consumer behaviour. To provide a background to the
evaluation, a brief history of the life assurance industry and companies was
explored. The evolution of new legislations and the governing bodies was
put into perspective.
The findings of the study showed that clients' perception of service quality
at Sage favoured some dimensions more strongly. Recommendations were made to improve the gaps in customer-relations and a model for Sage Life's customer relationship management was suggested.
Description
Thesis (MBA)-University of Natal, Durban, 2003.
Keywords
Technology, use of., Non-profit service organization., Theses--Business administration.