Customer Service Delivery Research Articles

Delivering quality service: balancing customer perceptions and expectations

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.

Customer Service and Operations Management in Service Businesses

If quality of service is to be delivered operationally by a service organisation it requires a rigorous description of the dimensions of customer service. The article presents a definition of customer service based on six dimensions: flexibility, ‘fault-freeness' and a framework of time are all ‘firm’ dimensions which can be easily measured, while style, steering and safety are ‘soft’ dimensions which are more difficult to measure. A service organisation can carry out an operational audit of the delivery of customer service and may establish its position according to performance against these six dimensions of customer service.

GOVERNMENT REGULATION AND SUSTAINABILITY OF KENYA’S INSURANCE COMPANIES

Purpose: The study investigated government regulation and sustainability of Kenya’s insurance companies.
 Methodology: The study adopted the positivist research philosophy and employed a descriptive research design. The target population of the study was the 51 insurance companies registered by the Insurance Regulatory Authority (IRA) of Kenya as at 31st December 2016. The study took a proportionate sample of 30 companies from 10 life, 15 general and 5 composite companies. The primary data collection was through a structured questionnaire with closed questions. A pilot study was carried out before questionnaire distribution, which ensured the research instrument validity and reliability, before distribution through both hand delivery and email, followed by a telephone call to the respondents and a research assistant later visiting the respondents to collect the filled questionnaires. The raw data was cleaned, edited, coded and analyzed to generate descriptive statistics of ANOVA and T-test and inferential statistics of mean, standard deviation and frequencies, while secondary data was collected using data collection sheets.
 Study Findings: The findings showed that there is a moderating effect of government regulation on drivers of sustainability of insurance companies in Kenya. While there was positive and significant effect of government regulation on capital adequacy, management capability and sensitivity to risk, government regulation had no moderation on asset quality as management of other variables of management quality, capital adequacy and risk sensitivity would address the quality of capital.
 Unique Contribution: The study recommends that IRA opens up the RBC measurement tool to bring in sustainability and management indices. Further, IRA should review regulation to support the insurance companies to enhance innovation and customer service delivery, which are key for growth, and sustainability of the various insurance companies in the country.