An analysis of the effect of process operations on service delivary in selected insurance firms in Kenya : A case of Nairobi

Abstract

The performance of the insurance industry in Kenya seems to be poor yet the industry's importance of the insurance sector cannot be underrated. Insurance provides employment opportunities through its marketing and the distribution networks such as direct insurance companies, insurance brokers, insurance agents, loss assessors, and loss adjustors Insurance also contributes to the Gross domestic product of this country. Besides insurance being an important source of funds through it's pooling system. This is in addition to its basic role of providing protection to the insured against financial loss as well as being a source of security. This therefore prompts the need for a study to analyse the factors affecting the performance of the industry. There are 45 insurance firms in Kenya. Not all the insurance companies participated in this study. As a result, the total population for this study was 20% of the firms that is 8 firms with a total of 7 managers from each firm totaling up to 56. This was a descriptive survey. Data was collected by use of a structured questionnaire. Questionnaires were administered on a "drop-and-pick later" basis. Statistical Package for Social Sciences was used for Data processing. The study was expected to be of importance since it would make a contribution towards understanding the factors affecting the performance of insurance firms in Kenya.