Influence Of Customer Experience Management On Market Performance Of Multinational Insurance Companies In Kenya
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Date
2018Author
Maundu, Catherine M
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
The aim of this research was to establish the influence of customer experience management
on the performance of multinational insurance companies in Kenya. The research was
anchored by two theories namely; relationship marketing theory and identify, differentiate,
interact and customize model. The theories suggest that with customer interactions at all
touch points the organization has ability to categorize the requirements and wants of the
customer and hence trigger their emotions through the experience. The study utilized
descriptive research design. This design was preferred since the research needed to establish
the influence of customer experience management on performance of international insurance
companies in Kenya. The target population was five insurance firms that have customer
experience department which included CIC, Jubilee, APA, AIG and UAP. 150 customers
were selected as the sample size through simple random sampling. The study relied on
primary data specifically a questionnaire which was self-administered and data analysis was
through the statistical package of social sciences (SPSS) to generate descriptive as well as
inferential statistics. Descriptive statistics comprised of mean as well as standard deviation
while inferential statistic included correlation and regression analysis. The study findings
indicated that customer experience management impacted performance of insurance
companies in Kenya. The findings showed that the insurance firms had enough approaches to
allure the customer’s emotions and feelings thus ensuring that the customers remained loyal
to the firms. Pearson correlation coefficient and regression results indicated that customer
experience management and performance of insurance companies had a positive and
significant relationship. The study concludes that customer experience management has a
great impact on performance of insurance companies in Kenya. This means that a well
formulated customer experience management strategy would make sure that organizations are
better placed in the market and thus improved performance. Customer experience
management method aids to deliver enhanced loyalty, enhanced growth and financially optimal
performance of companies. The study concludes that those firms that embrace customer experience
management have higher chances of improving their performance because the firms are able to
manage the customer experiences by getting customer feedback and knowing exactly the customer’s
needs and wants and action towards delivering them. The study recommends that in order to
improve performance, the organizations should therefore manage customer experiences to
improve their satisfaction. The management should ensure that they know exactly what are
the needs and requirements of their customers and thus give them personal attention and
embrace the changes taking place globally due to technology advancement.
Publisher
University of Nairobi
Subject
Multinational InsuranceRights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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