Assessing Customer Satisfaction in Tanzania's Non-Life Public Insurance Sector:

Abstract

This research explores the assessment of service quality's impact on customer satisfaction within Tanzania's non-life public insurance sector, focusing on the National Insurance Corporation (NIC). The study addresses assessment of the service quality on customer’s satisfaction in non-life public insurance sector. The research design adopts a cross-section approach to provide a comprehensive understanding of the research problem. The study's population comprises 120 employees, selected using a random sampling technique. This research aims to contribute valuable insights to enhance service quality and customer satisfaction within Tanzania's non-life public insurance sector. The study found that customers who were accessing non-life public insurance services at NIC were satisfied with the timeliness of responding to their problems or enquires, this is due to the fact that the management of NIC have a specific and automated system known as Customer Relationship Management (CRM) where customers can submit their enquiries or make contacts through the system and the management responds immediately after receiving the submitted enquiries or problems from the customer. Also, found that few of the respondents were dissatisfied with the reliability of services offered by the National Insurance Corporation (NIC) compared to the customers who were satisfied. The study concluded that increase in responsiveness, reliability, tangibles, empathy and assurance in delivering non-life insurance services to customers increases the level of satisfaction among the customers. The study recommended that, NIC should conduct specialized training programs focused on developing empathy and emotional intelligence. This includes active listening, recognizing emotional cues, and responding appropriately to customer emotions.