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Customer Satisfaction Factors In Life Insurance Growth In Ghana, Geraldine Gina Abaidoo
Customer Satisfaction Factors In Life Insurance Growth In Ghana, Geraldine Gina Abaidoo
Walden Dissertations and Doctoral Studies
The growth rate of life insurance in Ghana is under 1% of GDP, and life insurance company leaders must identify and implement customer satisfaction strategies that will aid business growth and sustainability. Guided by the theory of customer satisfaction management systems (CSMS), the purpose of this multiple case study was to explore customer satisfaction strategies that life insurance company leaders execute to grow and sustain the life insurance business. Twelve life insurance company leaders working in the Accra-Tema geographic area participated in face-to-face semistructured interviews for this study. Data analysis involved compiling, disassembling, reassembling, interpreting, and concluding the data. Member …