STRATEGIC DRIVERS AND SERVICE DELIVERY IN THE MOTOR INSURANCE COMPANIES IN NAIROBI CITY COUNTY, KENYA

Maureen Makena, Dr. Godfrey Makau, Dr. Paul Kariuki

Abstract


Background: The study aimed to examine the strategic drivers of service delivery in motor insurance companies in Nairobi City County, Kenya. Specifically, the study aimed to determine the influence of employee training on service delivery and to explore the influence of AI-driven underwriting on service delivery in the motor insurance companies in Nairobi City County, Kenya.

Methodology: This study used a descriptive research design, which involved gathering data that describes events, then organizing, tabulating, depicting and describing the data. This study focused on 8 registered motor insurance companies in Nairobi County, Kenya. The unit of observation was 232 management employees working with the 8 registered motor insurance companies in Nairobi County.

Findings: The study found that employee training has a positive and significant effect on service delivery in the motor insurance companies in Nairobi County, Kenya. The study also found that AI-driven underwriting has a positive and significant effect on service delivery in the motor insurance companies in Nairobi County, Kenya.

Recommendations: The study recommends that the management of motor insurance companies should invest consistently in employee training and development programs to enhance service delivery. The study also recommends that the management of motor insurance companies should adopt AI-driven underwriting systems to enhance service delivery.

Key words: Employing training, AI-driven underwriting, Service delivery, Strategic drivers


Full Text:

PDF

References


Berger, L., & Kunreuther, H. (2020). The role of artificial intelligence in underwriting: Opportunities and challenges. Journal of Risk and Insurance, 87(4), 899-925.

Canadian Underwriter. (2023). The impact of telematics on Canada's motor insurance industry. Insurance Trends Report.

Chen, M., Mao, S., & Liu, Y. (2023). Artificial intelligence in insurance: A review of applications and future trends. Journal of Business Research, 145, 1-12.

Communications Authority of Kenya. (2023). Mobile penetration and digital adoption in Kenya. Kenya Digital Trends Report.

Cooper, D. R., & Schindler, P. S. (2017). Business research methods (12th ed.). McGraw-Hill Education.

Davenport, T. H., & Ronanki, R. (2018). Artificial intelligence for the real world. Harvard Business Review, 96(1), 108-116.

Financial Fortune Media. (2023). The rise of pay-as-you-drive policies in Kenya. Financial Fortune.

Floridi, L., Cowls, J., Beltrametti, M., & Chatila, R. (2021). AI4People—An ethical framework for a good AI society. Minds and Machines, 31(1), 1-24.

Hapakenya. (2024). CIC Insurance’s EasyBima and the role of mobile platforms in motor insurance. Hapakenya Insurance News.

Insurance Bureau of Canada (IBC). (2022). Digitalization and policyholder engagement in the Canadian insurance industry. IBC Annual Report.

Insurance Regulatory and Development Authority of India (IRDAI). (2023). Mobile applications and service delivery in Indian motor insurance. IRDAI Annual Review.

Insurance Regulatory Authority (IRA). (2022). Kenya’s insurance market overview: Penetration, challenges, and opportunities. IRA Annual Report 2022.

Insurance Regulatory Authority (IRA). (2023). Impact of digital motor insurance stickers on fraud reduction. IRA Industry Report 2023.

Insurance Regulatory Authority. (2024). List of registered motor insurance companies in Nairobi County. Retrieved from [IRA Website]

Kabanda, P., & Kato, J. (2022). Mobile platforms and digital transformation in Uganda’s motor insurance industry. Uganda Business Review, 17(2), 112-127.

Kamau, C., Njuguna, S., & Wambugu, J. (2021). Technological investments and service delivery in Kenya’s motor insurance sector. East African Journal of Business & Economics, 12(1), 89-105.

Kamau, J. (2018). The impact of service quality on customer satisfaction in the Kenyan motor insurance sector. Nairobi: University of Nairobi.

Kamau, J., & Wanjiru, R. (2021). The role of employee training in enhancing customer satisfaction in motor insurance companies in Nairobi. Journal of Business and Management, 23(2), 45-60.

Karanja, D., & Wambugu, R. (2021). The impact of predictive analytics on risk assessment and claims processing. African Insurance Review, 14(3), 56-72.

Kooij, D. T., Guest, D. E., Clinton, M., & Knight, T. (2013). How the impact of HR practices on employee well-being and performance changes with age. Human Resource Management Journal, 23(1), 18-35.

McKenna, J., Thompson, R., & Lee, A. (2021). The evolution of mobile insurance services in Canada. Journal of Insurance Economics, 18(2), 101-120.

McKinsey & Company. (2021). The future of underwriting: How AI is transforming the insurance industry. McKinsey Insights.

Muturi, P., & Njiru, E. (2021). The role of mobile platforms in improving access to motor insurance in Kenya. Kenya Business Review, 20(3), 67-84.

Mwangi, P., & Kariuki, S. (2020). The impact of employee training on customer satisfaction in motor insurance firms in Nairobi County, Kenya. African Journal of Management, 12(3), 78-92.

Mwangi, P., & Kariuki, S. (2020). The impact of employee training on customer satisfaction in motor insurance firms in Nairobi County, Kenya. African Journal of Management, 12(3), 78-92.

Ndegwa, M. (2020). Regulatory compliance and customer satisfaction in the Kenyan insurance industry. Kenya Insurance Review, 7(2), 78-95.

Nguyen, T., Nguyen, H., & Nguyen, T. (2022). Machine learning applications in insurance underwriting: A systematic review. Journal of Risk Research, 25(3), 345-362.

Noe, R. A., Clarke, A. D., & Klein, H. J. (2020). Learning in the twenty-first-century workplace. Annual Review of Organizational Psychology and Organizational Behavior, 7, 245-275.

Nyambura, L., & Maina, E. (2022). Customer-centric training and its influence on service quality in motor insurance companies in Nairobi. Journal of Service Research in Africa, 14(1), 34-48.

Ochieng, C., & Awino, Z. (2019). Training and service delivery in the insurance sector: A case of Nairobi County. Kenya Journal of Management, 7(2), 56-70.

Onyango, P., & K’Obonyo, P. (2020). Regulatory reforms and their impact on the insurance industry in Kenya. African Journal of Business & Policy Studies, 15(1), 55-72.

Patton, M. Q., & Cochran, M. (2016). A guide to using qualitative research methodology. WHO Publications.

Rotich, R. (2019). Data collection approaches in field research: A methodological guide. Journal of Research Methods, 7(2), 56-74.

Russell, S., & Norvig, P. (2021). Artificial Intelligence: A Modern Approach. Pearson.

Smith, A., Oczkowski, E., & Selby Smith, C. (2020). The impact of training on firm performance: Evidence from the motor insurance industry. International Journal of Human Resource Management, 31(15), 1925-1950.

Wambui, S. (2019). Technological advancements and customer satisfaction in motor insurance: Evidence from Nairobi. International Journal of Insurance and Technology, 6(1), 34-56.


Refbacks

  • There are currently no refbacks.