- Title
- An evaluation to assist a metropolitan broker division to improve the level of service quality towards contracted brokers
- Creator
- Calitz, Andries P
- Subject
- Customer services -- Quality control
- Subject
- Insurance companies -- South Africa
- Subject
- Customer relations
- Date Issued
- 2001
- Date
- 2001
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:10942
- Identifier
- http://hdl.handle.net/10948/d1006206
- Identifier
- Customer services -- Quality control
- Identifier
- Insurance companies -- South Africa
- Identifier
- Customer relations
- Description
- In this study the service quality from a Metropolitan Broker Division towards contracted brokers in the southern region was investigated. From the industry and competitor analyses it can be concluded that service quality has become an important factor in the financial service industry, especially in the insurance industry. It is therefore important to look at options to outperform competitors. The literature survey was aimed at improving the level of quality service to contracted brokers. Based on the information obtained through the literature study and survey, a guideline to assist a Metropolitan Broker Division to improve the level of service quality was developed. The purpose of the empirical study was to determine if the service that contracted brokers receive from the Metropolitan Broker Division is of an acceptable level. The answers from respondents were analysed and compared with findings from the literature study. Recommendations were formulated for improving the level of service quality towards contracted brokers. The empirical study results were satisfactory and informative. The positive responses identified can be utilised to strengthen the marketing strategies by Metropolitan Broker Division while attention should be given to the negative responses.
- Format
- xi, 127 leaves
- Format
- Publisher
- Port Elizabeth Technikon
- Publisher
- Faculty of Management
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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