Service Quality and Purchase of Life Insurance at Jubilee Insurance Company of Kenya Limited

Abstract

The study focused on assessing the service quality and purchase of life insurance at Jubilee insurance company. The specific objectives were first, to determine customers‘ perceptions on service quality, second, to determine customers‘ expectations on service quality at Jubilee insurance company and third, and to establish the relationship between service quality and intention to purchase life insurance. The data were collected through use of interviews guided by self administered questionnaires. It was analyzed by use of the SPSS programme to determine both customer expectations and perceptions of service quality at Jubilee insurance company of Kenya. The study found that most of the customers‘ expectations‘ were met though there were considerable disagreements among the respondents, therefore, the level of service was not exceptional and more can still be done. The intention to buy life insurance at Jubilee insurance company was thus attributed to the high quality service offered by the company. The study recommends that more can be done to exceed the customers‘ expectations.