Implementation of Quality Management System (ISO 9001) and it's Impact on Customer Satisfaction For Insurance Services

Abstract

This research aimed to evaluate the quality management system and it's impact on customer satisfaction in shiekan insurance and reinsurance CO.LTD .the study includes some principle of quality management ; top management commitment ,relationship management, employee involvement and continuous improvement as study dimension where researcher used descriptive approach. The questionnaire was designed to collect data consisting of five dimension include 24 paragraphs . applied on the company community staff with total number of 410 worker . the researcher determined sample size using Richard Geiger equation which was found out of 199 questionnaires, randomly distributed among the study population .the respond rate was100%. Result of the study showed that: implementation of quality management system leading to provide high services insurance quality which effect customer satisfaction. the Relationship management, employee involvement and continuous improvement as well effects on customer satisfaction ,top management commitment doesn't effect on customer satisfaction , resources are not checked accurately before importing , lack of training among employees ,deficiency of implementing necessary actions (PDCA cycle - plan, do, check, act-) and lack of acquiring trust with the customer . The study recommended Top management shall demonstrate leadership and commitment to quality management system, provides resource needed to achieve customer requirement , adopts quality culture, checking the resource to ensure that they comply with standard specification ,training the employee , fulfillment the promises of the service to acquire trust with the customer and implementing clearly (PDCA)cycle.