Customers Satisfaction Essay

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Claim Handling Process and Customer Satisfaction An Assessment to be Made on Head offices and Main Branches of Insurance Companies in Addis Ababa A research proposal submitted to Dr. Berhanu Denu for the partial fulfillment to the course Research Methods Addis Ababa University School of Commerce Department of Marketing Management Post Graduate Program Submitted By: Melake Abebe (ID No. GSE/0839/06) February 2014 Addis Ababa Table of Contents Content Page Abstract Chapter One: Introduction .............................................................. 1 1.1 Background of the Study …………………………………… 1 1.2 Background of the Organization ………………………….. 2 1.3 Statement of the Problem …………………………………... 3 1.4 Objective of the study …………………………………… 4 1.5 Significance of the study .................................................. 5 1.6 Limitations of the study …………………………………... 6 1.7 Scope of the study …………………………………………… 6 1.8 Research Design and Methodology …………………. 6 1.8.1 Population and Sampling Technique ………… 6 1.8.2 Types of Data to be collected …………………. 7 1.8.3 Methods of Data Collection …………………. 7 1.8.4 Methods of Data Analysis and Presentation … 8 1.9 Organization of The study …………………………………… 8 Chapter Two: Related Literature Review ………………………….. 9 2.1 Customer Satisfaction …………………………………… 9 2.2 Customer Value and Satisfaction …………………………... 9 2.3 Customer Retention ……………………………………………. 10 2.4 Creating Customer Loyalty and Retention …………… 10 2.5 Customer Satisfaction and Customer Retention ................... 11 2.6 The Benefits of Effective Complaint Handling …………… 12 2.7 Insurance Risk Management Tool …………………………….. 13 Chapter Three: Budget and Time Schedule …………………………….. 15 Bibliography ………………………………………………………………………. 16 Abstract Our country’s insurance market is one of the untouched and growing business industry. However, the insurance industry faces too many

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