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• W2203236170 abstract "Customer Satisfaction Factors in Life Insurance Growth in Ghana by Geraldine Gina Abaidoo MBA, University of Ghana, 2003 BA, University of Cape Coast, 1996 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2015 Abstract The growth rate of life insurance in Ghana is under 1% of GDP, and life insurance company leaders must identify and implement customer satisfaction strategies that will aid business growth and sustainability. Guided by the theory of customer satisfaction management systems (CSMS), the purpose of this multiple case study was to explore customer satisfaction strategies that life insurance company leaders execute to grow and sustain the life insurance business. Twelve life insurance company leaders working in the Accra-Tema geographic area participated in face-to-face semistructured interviews for this study. Data analysis involved compiling, disassembling, reassembling, interpreting, and concluding the data. Member checking and methodological triangulation augmented the creditability of participants’ responses and confirmed research findings. The research findings accentuated 29 themes that coalesced into 4 major themes: quality service delivery, public perception of insurance, education and awareness creation, and business growth and sustainability. Findings indicated feedback on life insurance policy, understanding of life insurance function and benefits,The growth rate of life insurance in Ghana is under 1% of GDP, and life insurance company leaders must identify and implement customer satisfaction strategies that will aid business growth and sustainability. Guided by the theory of customer satisfaction management systems (CSMS), the purpose of this multiple case study was to explore customer satisfaction strategies that life insurance company leaders execute to grow and sustain the life insurance business. Twelve life insurance company leaders working in the Accra-Tema geographic area participated in face-to-face semistructured interviews for this study. Data analysis involved compiling, disassembling, reassembling, interpreting, and concluding the data. Member checking and methodological triangulation augmented the creditability of participants’ responses and confirmed research findings. The research findings accentuated 29 themes that coalesced into 4 major themes: quality service delivery, public perception of insurance, education and awareness creation, and business growth and sustainability. Findings indicated feedback on life insurance policy, understanding of life insurance function and benefits, responsiveness, and operational efficiency as determinants of customer satisfaction. These findings may contribute to social change by creating awareness of the relevance of life insurance in the socioeconomic development of individuals, families, organizations, and communities, leading to financial security to reduce poverty levels in Ghana. The research may be useful to insurance practitioners who desire to improve insurance penetration for business and sustainability. Customer Satisfaction Factors in Life Insurance Growth in Ghana by Geraldine Gina Abaidoo MBA, University of Ghana 2003 BA, University of Cape Coast 1996 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2015 Dedication I dedicate this doctoral study to my three adorable children; Kofi Darko Amoo, Papa Kwesi Otoo Amoo, and Ewuradwoa Adoma Amoo. You supported me throughout out the doctoral study journey, even though you could not fully appreciate the struggle I had to go through in pursuing the DBA program. You gave me reasons to achieve stretchable goals and excellence. This study serves as a constant reminder to my children and all who read it that it is never too hard or too late to achieve greatness and excellence life. Acknowledgments I am eternally grateful to God for granting me the opportunity, wisdom, grace, and favor to complete this DBA program. I thank God for giving me a supporting family and friends, especially my siblings, who cheered me on with their prayers and care to complete this program. My sincere appreciation goes to Mr. Kobby Asmah, CEO of Type Company Limited and your beautiful wife Stephanie; God bless you. Thank you to Dr. Frederick Nwosu, my committee chair who has been phenomenal with his guidance and coaching, propelling me to complete my dissertation. Thank you, Dr. Nwosu, for your sacrifice, dedication, commitment, and motivation. Special acknowledgments go to Dr. Janet Booker, my second committee member, and Dr. Denise Land, the university research reviewer (URR) whose vigilant reviews helped perfect and made this study a reality. My final acknowledgment is to Dr. Freda Turner, Director of the Doctor of Business Administration program for her constant encouragement and letting me know that I can also dream and see my dream come to fruition." @default.
• W2203236170 created "2016-06-24" @default.
• W2203236170 creator A5012733126 @default.
• W2203236170 date "2015-01-01" @default.
• W2203236170 modified "2023-09-27" @default.
• W2203236170 title "Customer Satisfaction Factors in Life Insurance Growth in Ghana" @default.
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