Customers’ Evaluation of the Quality of Insurance Services in Lagos, Nigeria

Samson Ifejionu, Nwankwo, Stella Toyosi, Durowoju


This paper aims at evaluating customers’ assessment of the quality of insurance services in Nigeria, with the
objective of finding how this can be used to boost the demand for insurance which is presently low in Nigeria.
Questionnaire was administered to wide spectrum of insurance customers who had insurance policies in Lagos
State, in order to gather information related to their perception of quality. Descriptive analysis such as
percentage and table presentations was used to analyze the collected data. The study revealed among other things
that prompt claim settlements is the most important factor considered by the customers of insurance companies
in Nigeria in their evaluation and measurement of quality of the policies they are holding. The study therefore
recommended that the culture of delay in premium payment or non-payment should be stopped and
organizations should look inward to see the reasons why the payment of premium is a problem.

Full Text:



Copyright (c) 2011 International Journal of Business and Management

License URL:

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online) Email:

Copyright © Canadian Center of Science and Education

To make sure that you can receive messages from us, please add the '' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.