An assessment of factors that affect client satisfaction with life insurance in Uganda: a case study of Kampala District and surrounding areas

Abstract

The study is intended to investigate the factors affecting client satisfaction with life insurance in Uganda, a case study of Kampala district and its surrounding areas. The study focuses on the relation of client satisfaction with life insurance with seven selected individual variables namely gender of the client, age of the client, marital status of the client, monthly income of the client, educational level of the client, employment status of the client and type of place of residence of the client. In order to meet the objectives, primary data was obtained by using techniques of snowball sampling and simple random sampling where google forms were sent out to different insurance agents and other people chosen randomly and a sample of 96 respondents was obtained. Chi-square tests were used to analyze the effect of explanatory variables, like gender of the client, their age, marital status, monthly income, educational level, employment status and the type of place of residence of the client on the dependent variable which is client satisfaction with life insurance. The results obtained from the analyses conclude that only three of the seven variables have a significant impact on client satisfaction with life insurance i.e. monthly income of the client, their employment status and their type of place of residence. Finally, it is recommended that the insurance companies should spread out their branches to other parts of the country to ease access to the services they provide and that the government should set a minimum wage and/ or create more employment opportunities to enable more people to afford the insurance packages that suit their current and future needs.