Service Quality and Organizational Performance of Insurance Companies in Rwanda

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Kampala International University, College of Economics and Management
This study was set out to establish the extent to which Service quality and organizational performance of insurance companies in Kigali Rwanda; specifically the study intended to establish the (i) level of service quality, (ii) level of organizational performance, (iii) whether there is a significant difference in the level of service quality and organizational performance, (iv) whether there is a relationship in the level of service quality and organizational performance in Kigali, Rwanda. The study used a survey design; specifically descriptive correlation and descriptive comparative; data were collected from 208 respondents using self administered questionnaires as the key data collection instruments. Data were analyzed using frequency counts and summary statistics, Pearson Linear Correlation coefficient and Regression Analysis. The study findings revealed that there was a high level of services quality, there was also high level of organizational performance, the level of service quality and organizational performance significantly differed among the companies in Kigali city and that service quality in the four (4) companies of Kigali city is significantly correlated with organizational performance. From the above findings appropriate conclusions and recommendations including those for further research were made. Recommendations from the study were (i) Insurance companies should state their goals clearly and ensure that they achieve their goals by making sure all employees fully understand, (ii) Insurance companies should ensure continuous improvements in their services, (iii) Insurance companies should assemble together the right team in terms of abilities and skills to in different departments and level of management to achieve business performance, (iv) Create a right or positive attitude among employees as it is the best driving factor for performance, (v) Insurance companies should offer quality services to consumers as this gives your organization a good lasting impression, and (vi) Plan for success at different levels of management as a good plan helps to increase the chances of your business performance.
A Thesis Presented to the College of Higher Degrees and Research Kampala International University, Kampala – Uganda in Partial Fulfillment of the Requirement for the Degree of Master of Business Administration (Marketing Option)
Service Quality, Organizational Performance, Insurance Companies