Evaluation of Customers Perception of Insurance Broking Services in the Takoradi Municipality

PENTECOST UNIVERSITY COLLEGE

FACULTY OF BUSINESS ADMINISTRATION

(DEPARTMENT OF ACCOUNTING AND FINANCE)

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EVALUATION OF CUSTOMERS PERCEPTION OF INSURANCE
BROKING SERVICES IN THE TAKORADI MUNICIPALITY

BY

GYIM EMMANUEL ANDOH

(PUC/122051)

A DISSERTATION SUBMITTED TO THE DEPARTMENT OF MANAGEMENT STUDIES, IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF BACHELOR OF SCIENCE DEGREE IN INSURANCE

JUNE 2015

DECLARATION

I hereby declare that this submission is my own work towards the Degree in Insurance and that, to the best of my knowledge, it contains no material previously published by another person nor material which has been accepted for the award of any other degree of the University, except where due acknowledgment has been made in the text.

Candidate’s Signature: …………………………………………………….

Candidate’s Name: Gyim Emmanuel Andoh

Date: ……………………………………………………………..

I hereby declare  that  the  preparation  and  presentation  of  the  dissertation were supervised  in accordance with the guidelines on supervision of dissertation laid down by Pentecost University College.

Supervisor’s Signature: …………………………………………………………….

Supervisor’s Name: Mr. Anastas Kabral Nyamikeh

Date: ………………………………………………………………

DEDICATION

I dedicate this work to my lovely parents Mr. and Mrs. Gyim who have supported me through my education. You have in many ways enriched my life. Thank you for the thoughtfulness, the well wishes and the prayers. I deeply appreciate you, Mum and Dad.

ACKNOWLEDGEMENT

First, I would like to thank God Almighty for giving me the grace and the opportunity to go through this study. I would also like to pass my appreciation, gratitude and thanks to my Supervisor, Mr. Anastas Kabral Nyamikeh of Pentecost University College, for all the help, guidance and effort he put at my disposal to help me complete this work.

Again, I would like to thank the entire lecturers of Insurance programme who imparted knowledge to me.

Secondly, I express great gratitude to my parents, Mr. Kofi Gyim and Mrs. Elizabeth Koshie Gyim for the love, support and care offered to me throughout the programme. To all friends who assisted me to administer the questionnaires for this work and all others whose names cannot be readily mentioned, I am equally grateful to them.

Finally, I also thank all the clients who sacrificed their time to respond to the questionnaires.

TABLE OF CONTENTS

DECLARATION        i

DEDICATION        ii

ACKNOWLEDGEMENT        iii

TABLE OF CONTENT        iv

LIST OF FIGURES        vii

LIST OF TABLES        viii

ABSTRACT        ix

CHAPTER ONE        1

1.0 INTRODUCTION        1

1.1 BACKGROUND OF THE STUDY        1

1.2 STATEMENT OF THE PROBLEM.        3

1.3 OBJECTIVES OF THE STUDY        3

1.4 RESEARCH QUESTIONS        4

1.5 SIGNIFICANCE OF THE STUDY        5

1.6 SCOPE OF THE STUDY        5

1.7 LIMITATION OF THE STUDY        6

1.8 ORGANIZATION OF THE STUDY        6

CHAPTER TWO        7

LITERATURE REVIEW        7

2.0 INTRODUCTION        7

2.1 THE CONCEPT OF SERVICE QUALITY        7

2.2DEFINITION AND CONCEPT OF SERVICES        9

2.2.1 Intangibility in Services        10

2.2.2 Inseparability of Services        10

2.2.3 Heterogeneity of Services        10

2.2.4 Perishability of Services        11

2.3 CUSTOMER SATISFACTION        11

2.4 Dimensions of Customer Satisfaction        12

2.4.1 Tangibility Dimension        12