Customer Satisfaction Survey “a Case Of The Jubilee Insurance Company Of Kenya Limited”

Abstract

The study was about customer satisfaction level at The Jubilee Insurance of Kenya Ltd. The objective of this study was to determine the level of customer satisfaction of the life clients at Jubilee Insurance. The study was carried out following stiff competition from companies offering similar life products and the realization that a study of that kind had not been done at the company. The study employed a survey design with a sample of 120 respondents situated in Nairobi. Data was collected using a semi-structured questionnaire. A 5-point likert scale was used. Data analysis was done using descriptive statistics consisting frequency, percentage, mean and standard deviation. Various aspects of customer satisfaction like quality, price, employee performance, communication, perceived justice and expectations were measured. Findings indicated that, quality and employee performance had the highest ranked attributes. Respondents stated that they were rather dissatisfied with those aspects. The findings further indicated that the aspect of expectation was least satisfactory with most respondents stating that they were dissatisfied. There were some aspects of communication that were also not satisfactory. Respondents however indicated that they would recommend the product they had to their family and friends and that they would obtain another life insurance product from Jubilee. The study recommended the need for Jubilee to conduct continuous customer satisfaction surveys, and also put emphasis on the aspects that seemed rather dissatisfying with a view to improve them. The study suggests’ further research to be carried out on the key driving factors of satisfaction from the aspects used. Finally the study encountered limitations on low respondents to questionnaires and time constraint.