APPLICATION OF QUALITY FUNCTION DEPLOYMENT TO CUSTOMERS SATISFACTION IN NIGERIA INSURANCE COMPANY
Abstract:Customer satisfaction has become a major factor that determine the level of organizational sustainability in Nigeria business environment. The study applied quality function deployment models to customer satisfaction in Nigeria Insurance company. Survey research design was used and data were collected from 360 respondents in the selected insurance companies (Aiico and Lead Way insurance companies). Multiple Regression analysis was used to analyse the stated hypothesis. The findings showed that (R2=0.665, P< 0.000). The result was statistically significant at 5% level indicating that QFD compliance is very keen factor to customer’s satisfaction as it captured the voice of the customers’ requirements. Also, Quality Function Deployment variables have positive impact on customer satisfaction in the selected insurance companies. The study recommended that, easy payment of claim structure, voice of customers’ requirements should be integrated the more and reviewed from time to time by the management to improve the level of customer’s patronage after satisfaction.