Total Quality Management Practices and Performance of Insurance Companies in Embu County, Kenya
Loading...
Date
2024-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Insurance companies offer a crucial role in the in Kenyan economy by funding projects, enabling
financial security and capital creation. Despite the crucial role, the market entry of insurance is
low in Kenya being 2.7 percent compared to 6.28 percent global average. The sector has also
been reporting poor performance and declining returns with some of the firms being put under
statutory management while others have collapsed. This study aimed to determine how total
quality management methods affect insurance company performance in Embu County, Kenya.
The study specifically evaluated the impact of process approach, customer focus, continuous
improvement, and fact based decision making on performance. Quality management, Kaizen
and Balanced Scorecard theories guided this study. Descriptive design was utilized and 182
employees of all the 13 insurance companies operating in Embu County, Kenya were surveyed.
The study sample size was 125 respondents and primary data was used. The findings showed
that insurance companies have adopted quality management techniques, which had a beneficial
effect on improved performance. In particular, the inferential results showed that the
performance of insurance companies was positively and significantly affected by continuous
improvement, client focus, process approach, and fact-based decision making. The study
concludes that insurance companies' performance is positively impacted by quality
© Author(s)
Licensed under Creative Common Page 270
management practices. The study suggests that in order to improve performance, the
enterprises should implement total quality management practices. The study recommends
policymakers to develop regulations that guarantee insurance companies embrace and use
quality management methods
Description
Journal Article
Keywords
Citation
Bett, C. J. Total Quality Management Practices and Performance of Insurance Companies in Embu County, Kenya (Doctoral dissertation, Kenyatta University).