IMPACT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTIONA STUDY ON OROMIA INSURANCE COMPANY S.C, HAWASSA BRANCH

The customer's perception of service delivery is referred to as customer satisfaction. That customer satisfaction is measured by how well a service performs in relation to the customer's expectations. As a consequence, it's crucial to comprehend how costumer preferences are shaped in order to pinpoint the factors that affect service satisfaction in the insurance industry. This may mean that a customer will predict what service performance would be like or think about what service performance should be like. Customers will be happy whether the service output meets or exceeds their expectations. Tangibles, Reliability, Responsiveness, Empathy, Assurance, Technical Quality, and Price are the seven dimensions of service quality that are defined in this report.