Claims Handling Efficiency and Customer Satisfaction: A Case of Zigama Credit and Savings Society in Kigali, Rwanda
Eric Ganza and Malgit Amos AkimsMount Kenya Universityhttps://orcid.org/0009-0005-6150-2703Email: 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…