An Analysis of the Customer Retention Strategies in Funeral Assurance Companies after Dollarization in Zimbabwe: A Case Study of Foundation Funeral Assurance.

Rushwaya, Albert (2014) An Analysis of the Customer Retention Strategies in Funeral Assurance Companies after Dollarization in Zimbabwe: A Case Study of Foundation Funeral Assurance. Undergraduate thesis, Midlands State University.

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Abstract

The IPEC report for the first quarter ended 31 March 2013 for funeral assurance companies in Zimbabwe highlighted that Foundation Funeral Assurance had the highest lapse ratio. The performance of funeral assurance companies in Zimbabwe shows differences in terms of customer retention strategies. The research sought to analyze the customer retention strategies employed by Foundation Funeral Assurance Company after dollarization in Zimbabwe. The primary objective was to identify the customer retention strategies currently being used by Foundation Funeral Assurance Company, the challenges they are facing in implementing them and identify other alternative strategies and areas of improvements. Data was collected from a random sample of 100 walk in clients from FFA. It was presented using tables, graphs and pie charts. The research revealed that, the customer retention strategies being used by FFA are not effective. The study recommends the funeral assurance company to develop a proper prospective, staying in touch with customers, leading through top-down loyalty, training and empowering employees, providing incentives, building trust through reliability and being available when they are needed the most.

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Africana
Depositing User:	JHI Africa
Date Deposited:	01 Oct 2015 12:55
Last Modified:	01 Oct 2015 12:55
URI:	http://thesisbank.jhia.ac.ke/id/eprint/288

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