Survey: The influence of service quality on perceived customer satisfaction and loyalty in South Africa’s insurance sector

Dear FAnews reader,

I am studying for a Masters in Management (Strategic Marketing) at Wits Business School and now doing my final year which requires me to conduct research and pen a dissertation about a chosen topic. My research is titled: “The influence of service quality on perceived customer satisfaction and loyalty in South Africa’s insurance sector” under the supervision of Dr Siphiwe Dlamini, who is the Head of Marketing at the University of Cape Town.

I have reached the data collection stage for my research and I have developed an online survey instrument that aims to analyse the influence of service quality and its six dimensions, namely; responsiveness, reliability, assurance, empathy, tangibles and fairness on customer satisfaction and loyalty in South Africa’s insurance sector.  

The survey takes between 5 and 7 minutes to complete, and would truly appreciate it if you could possibly distribute it for me to your database – if possible. The link below has a Participant Information Sheet, Consent Sheet and all my contact details and that of my supervisor. The survey opened up on 22 April and will close on 22 May 2020, after which we will collate all the data and do a statistical representation of data and test some of the concepts and assumptions made. Below is a link to the survey:

 https://wits.eu.qualtrics.com/jfe/form/SV_8Ag8lpeZgtMepgx