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Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya

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  • Catherine Njoki Chege

    (School of Business and Economics,Zetech University, Nairobi,Kenya)

Abstract

This study examines the influence of service reliability on customer satisfaction in the insurance industry in Kenya. The study was anchored on the Assimilation Contrast Theory and employed a descriptive research design. Primary data was collected using a structured self-administered questionnaire. Data analysis was conducted using descriptive statistics where the mean and standard deviation were determined. Data were analyzed in two levels, the customer level, and the entity level. The study employed the linear mixed effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Results were presented in form of tables and path diagrams for the structural equation models. Service reliability was found to have a statistically significant influence on customer satisfaction (? =0.840, p-value= 0.027). The study found that there was a variation of levels of customer satisfaction across entities but this was not attributed to service reliability. The conclusion made was that service reliability significantly influenced customer satisfaction in the insurance industry in Kenya at the customer level but did not significantly influence the variations of customer satisfaction between the insurance companies. Key Words: Reliability, Service Quality, Customer Satisfaction, Insurance Industry

Suggested Citation

  • Catherine Njoki Chege, 2021. "Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(1), pages 259-265, January.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:1:p:259-265
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    References listed on IDEAS

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    1. Hamed. F. Hamed Omar & Kamarudin Bin Saadan & Prof. Kamaruzziman Bin Seman, 2015. "Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers," International Journal of Learning and Development, Macrothink Institute, vol. 5(1), pages 86-89, March.
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    Cited by:

    1. Mahshid Peivandi & Mehdi Zeynali & Mahdi Salehi & Ali Paytakhti Oskooe & Younes Badavar Nahandi, 2022. "Developing a Model of Insurance Securitisation in Iranian Environmental Conditions," JRFM, MDPI, vol. 15(11), pages 1-18, November.

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