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This thesis is pursued to assess and analyze customer satisfaction with servicequality in the insurance industry of Liberia.Precisely,it examined the determinants of satisfaction and the effects of customer satisfaction on behavioral intentions of consumers in Liberia?s insurance industry(LII),as well as the influence of background data on the relationship between satisfaction and behavior intention.
The research was a sectional survey that used administrated structured questionnaire with a sample size of insurance companies in Liberia.Out of the Two thousand questionnaires administered,One thousand and fifty one usable questionnaires were obtained founding 52.55％for analysis.Structural Equation Modeling(SEM)approach was used to analyze and test relationships among variables.
This research discovers the Dependability and Responsiveness of efficient quality dimensions that were found to have significant impact on customer satisfaction in LII.Again,Technical quality,Price,and image quality were found to be factors that do not significantly affect customer satisfaction determination inLII.Furthermore,customer satisfaction was found to have significant and positive impact on behavior intentions such as likelihood to recommend，switching intention and repurchase intention.Moreover,demographic characteristics such as gender,age,education,and levels of income were found to have no significantly impact on the relationship between customer satisfaction and behavior intentions.
The implications of the study to management and theory are discussed and recommendations for forthcoming research have been made.The limitations of the study are also noted.
The research was a sectional survey that used administrated structured questionnaire with a sample size of insurance companies in Liberia.Out of the Two thousand questionnaires administered,One thousand and fifty one usable questionnaires were obtained founding 52.55％for analysis.Structural Equation Modeling(SEM)approach was used to analyze and test relationships among variables.
This research discovers the Dependability and Responsiveness of efficient quality dimensions that were found to have significant impact on customer satisfaction in LII.Again,Technical quality,Price,and image quality were found to be factors that do not significantly affect customer satisfaction determination inLII.Furthermore,customer satisfaction was found to have significant and positive impact on behavior intentions such as likelihood to recommend，switching intention and repurchase intention.Moreover,demographic characteristics such as gender,age,education,and levels of income were found to have no significantly impact on the relationship between customer satisfaction and behavior intentions.
The implications of the study to management and theory are discussed and recommendations for forthcoming research have been made.The limitations of the study are also noted.