Claims Handling Efficiency and Customer Satisfaction: A Case of Zigama Credit and Savings Society in Kigali, Rwanda
Eric Ganza and Malgit Amos Akims
Mount Kenya University
https://orcid.org/0009-0005-6150-2703
Email: ganzaeric4@gmail.com
Abstract: This study examined the influence of claims handling efficiency on customer satisfaction at Zigama Credit and Savings Society in Rwanda. It addressed limited empirical evidence concerning claims processing timeliness, transparency in claims procedures, and claim-related communication effectiveness within cooperative financial institutions. Guided by Expectations Confirmation Theory and SERVQUAL Model, the study adopted an explanatory mixed-methods research design. The target population comprised 240 customers, with a sample of 218 respondents selected through stratified random sampling. Data were collected using structured questionnaires and key informant interviews and analyzed through descriptive statistics, Pearson correlation, and regression analysis using SPSS. Claims processing timeliness positively influenced customer satisfaction, recording an overall mean of 4.01, a significant correlation (r = 0.689, p < 0.001), and a positive regression coefficient (β = 0.462, p < 0.001). Transparency in claims procedures also showed a significant relationship with customer satisfaction (mean = 4.00; r = 0.724, p < 0.001; β = 0.503, p < 0.001). Claim-related communication effectiveness recorded the strongest association and coefficient (mean = 3.99; r = 0.748, p < 0.001; β = 0.538, p < 0.001). The study concluded that efficient claims processing, transparent procedures, and effective communication contributed positively to customer satisfaction at Zigama Credit and Savings Society. It recommended improving digital claims systems, clarifying procedural requirements, providing timely customer updates, and strengthening claims officers’ communication skills through continuous training and promote consistent monitoring of claims performance. These measures could improve service quality, customer confidence, and satisfaction within cooperative financial institutions in Rwanda.
