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1、SchoolofInsuranceandEconomicsAnAnalysisandAssessmentofCustomerSatisfactionwithServiceQualityinLiberiaInsuranceIndustryNevaPuchuWesleyMScCandidateID:FIW201451002Supervisor:ProfessorXieYuantaoMarch10,20161萬方數(shù)據(jù)ABSTRACTThisthesisispursuedtoassessandanalyzecust
2、omersatisfactionwithservicequalityintheinsuranceindustryofLiberia.Precisely,itexaminedthedeterminantsofsatisfactionandtheeffectsofcustomersatisfactiononbehavioralintentionsofconsumersinLiberia?sinsuranceindustry(LII),aswellastheinfluenceofbackgrounddataont
3、herelationshipbetweensatisfactionandbehaviorintention.TheresearchwasasectionalsurveythatusedadministratedstructuredquestionnairewithasamplesizeofinsurancecompaniesinLiberia.OutoftheTwothousandquestionnairesadministered,Onethousandandfiftyoneusablequestionn
4、aireswereobtainedfounding52.55%foranalysis.StructuralEquationModeling(SEM)approachwasusedtoanalyzeandtestrelationshipsamongvariables.ThisresearchdiscoverstheDependabilityandResponsivenessofefficientqualitydimensionsthatwerefoundtohavesignificantimpactoncus
5、tomersatisfactioninLII.Again,Technicalquality,Price,andimagequalitywerefoundtobefactorsthatdonotsignificantlyaffectcustomersatisfactiondeterminationinLII.Furthermore,customersatisfactionwasfoundtohavesignificantandpositiveimpactonbehaviorintentionssuchasli
6、kelihoodtorecommend,switchingintentionandrepurchaseintention.Moreover,demographiccharacteristicssuchasgender,age,education,andlevelsofincomewerefoundtohavenosignificantlyimpactontherelationshipbetweencustomersatisfactionandbehaviorintentions.Theimplication
7、softhestudytomanagementandtheoryarediscussedandrecommendationsforforthcomingresearchhavebeenmade.Thelimitationsofthestudyarealsonoted.I萬方數(shù)據(jù)Keywords:(CS)CustomerSatisfaction;(SQ)ServiceQuality;(SME)StructuralEquationModeling;(LII)LiberiaInsuranceIndustry;(C
8、BL)CentralBankofLiberia;(GOF)Goodness-of-fit;(CPQ)Customerperceivedquality;(ACS)AmericanColonizationSociety.II萬方數(shù)據(jù)TableofContentsCHAPTERONE.....................................................................
