Factors affecting for customer satisfaction in using motor insurance policies in sri lanka with special reference to the western province

Abstract

This study mainly investigates the Factors affecting Customer Satisfaction using motor insurance policies in Sri Lanka, what is the relationship between customer satisfaction and service quality, customer loyalty, customer knowledge, technical quality and customer interaction and identifies the highest contributing factor towards customer satisfaction in motor insurance. The whole research population was 385 motor insurance policyholders in the Western province of Sri Lanka. This study used a self-structured questionnaire to collect data. The questionnaire was developed to collect primary data with a five-point Likert scale. Collected primary data were analysed using SPSS and to extend the objectives of the research, data were analysed using descriptive statistical techniques, correlation coefficients analysis, and regression analysis. According to the reliability and validity test, the results were at the accepted level According to Pearson’s Correlation test, the null hypothesis of the research was rejected and the alternatives were accepted which proved that there was a significant positive impact of all the selected independent variables on customer satisfaction in motor insurance policies. The final result highlights that the overall model is statistically significant, and the researcher suggests that hence the results are not representative of the whole country, other studies should be conducted considering other provinces of Sri Lanka.