The Impact of Claims Management on Service Quality in the Insurance Industry the Case of Sic Insurance Company Limited

UNIVERSITY OF GHANA BUSINESS schooltime

THE IMPACT OF CLAIMS MANAGEMENT ON advantage feel IN THE indemnity INDUSTRY
THE CASE OF pose INSURANCE troupe LIMITED

BY
KOFI KYEREH-DARKWAH

A DISSERTATION PRESENTED TO THE UNIVERSITY OF GHANA BUSINESS SCHOOL IN PARTIAL FULFILMENT OF THE REQUIREMENT OF EXECUTIVE get the hang IN BUSINESS ADMINSTRATION (EMBA) DEGREE

MARCH 2009

SUPERVISOR












TABLE OF CONTENT

Declaration
Certification
Acknowledgment
Dedication
Acronyms
Abstract

CHAPTER ONE: INTRODUCTION
1.0 basis OF THE STUDY
1.1 GHANAS INSURANCE INDUSTRY: AN OVERVIEW
1.2 CLAIMS MANAGEMENT IN GHANA
1.3 STATEMENT OF THE PROBLEM
1.4 RESEARCH OBJECTIVES
1.5 SIGNIFICANCE OF THE STUDY
1.6 METHODOLOGY OF THE STUDY
1.7 SCOPE AND limit OF THE STUDY
1.8 ORGANISATION OF THE STUDY
1.9 DEFINITION OF TERMS


CHAPTER TWO: LITERATURE REVIEW
2.0 INTRODUCTION
2.1 WHAT IS SERVICE?
2.2 strategical SERVICE DIMENSIONS
2.3 THE SERVICE ENCOUNTER
2.4 SERVICE QUALITY
2.4.1 QUALITY DEFINED
2.4.2 THE DIMENSIONS OF QUALITY
2.4.3 SERVICE QUALITY MEASUREMENTS-THE SERVQUAL SCALE
2.4.4 COST OF POOR SERVICE QUALITY2
2.5 SIC come with BACKGROUND
2.5.1 COMPANY VISION AND MISSION
2.5.



2 SERVICES PROVIDED BY SIC INSURANCE COMPANY LIMITED
2.5.3 PERFORMANCE OF SIC
2.5.4 SIC CURRENT MARKETING SITUATION ANALYSIS
2.5.5 SIC MAKETING STATEGY
2.5.6 CHALLENGES FACING SIC
2.57 PROSPECTS OF SIC



CHAPTER THREE: METHODOLOGY
3.0 SAMPLE AND SELECTION
3.1 SOURCE OF DATA
3.1.1 PRIMARY DATA
3.1.2 substitute(prenominal) DATA
3.2 PROCEDURE FOR DATA COLLECTION
3.2.1 PERSONAL INTERVIEW
3.2.2 FOCUS GROUP DISCUSSIONS
3.2.3 QUESTIONNAIRE SURVEY




CHAPTER tetrad: DATA ANALYSIS AND DISCUSSIONS
4.0 DEMOGRAPHIC ASSESSMENT OF PARTICIPANT
4.1 EDUCATION LEVEL...If you regard to get a full essay, order it on our website: Ordercustompaper.com



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