2026-10-25T05:10:36Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00008872 2024-09-05T09:20:26Z 1582963436320:1582965701379

Customer Satifaction of General Insurance Claims Process in KBZMS General Insurance Company Limited (Su Su Kyi, 2023) Su Su Kyi This study aims to explore the general insurance claim process in KBZMS and to analyze the factors affecting customer satisfaction on KBZMS General Insurance Co., Ltd. Between September 2021 and March 2022, KBZMS had 2095 consumers who requested claims, but only 1900 clients who received compensation. Using Yamane's sampling Formula, 330 clients who receive claims in KBZMS were selected as the sample population from among the 1900 consumers who receive claims in KBZMS. Customers are pleased with the claim initiation/notification process, claim handling process, claim payment, and service quality, as indicated by the descriptive data. In this investigation, these primary and secondary data were utilized. This study employs both qualitative and quantitative research methodologies. There is a positive association between the claim initiation/notification process, claim handling procedure, claim payment, service quality, and customer satisfaction, as indicated by the correlation results. Except for service quality, the claim notification procedure, claim handling process, and claim payment had a positive and significant effect on customer satisfaction, as shown by regression analysis. Therefore, it is recommended that KBZMS pay more attention to service quality due to its impact on customer satisfaction, invest in digitalizing information-intensive processes to improve turnaround times, and encourage ongoing internal or external training of their claim staff to ensure that they have the proper qualifications for the improved claims services and processes. 2023-02-01 https://meral.edu.mm/records/8872