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The Impact of Claims Management on Service Quality in the Insurance Industry the Case of Sic Insurance Company Limited Essay

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UNIVERSITY OF GHANA BUSINESS SCHOOL

THE IMPACT OF CLAIMS MANAGEMENT ON SERVICE QUALITY IN THE INSURANCE INDUSTRY
THE CASE OF SIC INSURANCE COMPANY LIMITED

  BY
KOFI KYEREH-DARKWAH

        A DISSERTATION PRESENTED TO THE UNIVERSITY OF GHANA BUSINESS SCHOOL                 IN PARTIAL FULFILMENT OF THE REQUIREMENT OF EXECUTIVE MASTERS IN BUSINESS ADMINSTRATION (EMBA) DEGREE

MARCH 2009

SUPERVISOR












TABLE OF CONTENT

Declaration
Certification
Acknowledgment
Dedication
Acronyms
Abstract

  CHAPTER ONE: INTRODUCTION
  1.0 BACKGROUND OF THE STUDY
  1.1 GHANA’S INSURANCE INDUSTRY: AN OVERVIEW
  1.2 CLAIMS MANAGEMENT IN GHANA
  1.3 STATEMENT OF THE PROBLEM
  1.4 RESEARCH OBJECTIVES
  1.5 SIGNIFICANCE OF THE STUDY
  1.6 METHODOLOGY OF THE STUDY
  1.7 SCOPE AND LIMITATION OF THE STUDY
  1.8 ORGANISATION OF THE STUDY
  1.9 DEFINITION OF TERMS


    CHAPTER TWO:   LITERATURE REVIEW
  2.0     INTRODUCTION
  2.1     WHAT IS SERVICE?
  2.2     STRATEGIC SERVICE DIMENSIONS
  2.3     THE SERVICE ENCOUNTER
  2.4     SERVICE QUALITY
  2.4.1 QUALITY DEFINED
  2.4.2 THE DIMENSIONS OF QUALITY
  2.4.3 SERVICE QUALITY MEASUREMENTS-THE SERVQUAL SCALE
  2.4.4 COST OF POOR SERVICE QUALITY2
  2.5     SIC COMPANY BACKGROUND
  2.5.1 COMPANY VISION AND MISSION
  2.5.2 SERVICES PROVIDED BY SIC INSURANCE COMPANY LIMITED
      2.5.3 PERFORMANCE OF SIC
      2.5.4 SIC CURRENT MARKETING SITUATION ANALYSIS
      2.5.5 SIC MAKETING STATEGY
  2.5.6 CHALLENGES FACING SIC
  2.57 PROSPECTS OF SIC



CHAPTER THREE: METHODOLOGY
  3.0   SAMPLE AND SELECTION
      3.1     SOURCE OF DATA
      3.1.1 PRIMARY DATA
      3.1.2 SECONDARY DATA
      3.2     PROCEDURE FOR DATA COLLECTION
      3.2.1 PERSONAL INTERVIEW
      3.2.2 FOCUS GROUP DISCUSSIONS
      3.2.3 QUESTIONNAIRE SURVEY




CHAPTER FOUR:   DATA ANALYSIS AND DISCUSSIONS
      4.0 DEMOGRAPHIC ASSESSMENT OF PARTICIPANT
      4.1 EDUCATION LEVEL...

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MLA Citation

"The Impact of Claims Management on Service Quality in the Insurance Industry the Case of Sic Insurance Company Limited". Anti Essays. 14 Nov. 2018

<https://www.antiessays.com/free-essays/The-Impact-Of-Claims-Management-On-265122.html>

APA Citation

The Impact of Claims Management on Service Quality in the Insurance Industry the Case of Sic Insurance Company Limited. Anti Essays. Retrieved November 14, 2018, from the World Wide Web: https://www.antiessays.com/free-essays/The-Impact-Of-Claims-Management-On-265122.html