This chapter presents the summary of the study, research findings, conclusions and recommendations, the chapter also gives suggestions for further studies.
5.2 Summary of the study
The purpose of the study was to establish the influence of operations strategy to Customer retention of star classified insurance firms within Kenya. Equally, it evaluated the various strategies used by the insurance firms in order to be competitive. It also analyzed the various aspects that the insurance firm considered important in the view of improving their operations and achieves better customer retention. The objectives of the study were to determine the operation strategies adopted by insurance firms in Kenya; to investigate if the operations strategy is dependent …show more content…
In Insurance firms where there were no operations manager, the position was mostly held by branch manager, Insurance firm manager and marketing manager. About three quarter of the respondents who were interviewed (75.0%) reported that there was a written operations strategy in their insurance firm with only 25.05 of them saying that it was not in existence.
5.3.3 Change of Operations Strategy
Majority of the respondents reported that operations strategy were changed often The change in operation strategy could be the cause of poor customer retention in some insurance firms since it was observed that some insurance firm were changing them very often without giving them a chance to see the results. Slightly more than half of the respondents (51.7%) reported that the management was in charge of changing the operations strategy followed by 31.0% who said the board while 15.5% of them said the consultant. Further, 1.7% of the respondents said that there were other people responsible for change in operation strategy other than those
5.2 Summary of the study
The purpose of the study was to establish the influence of operations strategy to Customer retention of star classified insurance firms within Kenya. Equally, it evaluated the various strategies used by the insurance firms in order to be competitive. It also analyzed the various aspects that the insurance firm considered important in the view of improving their operations and achieves better customer retention. The objectives of the study were to determine the operation strategies adopted by insurance firms in Kenya; to investigate if the operations strategy is dependent …show more content…
In Insurance firms where there were no operations manager, the position was mostly held by branch manager, Insurance firm manager and marketing manager. About three quarter of the respondents who were interviewed (75.0%) reported that there was a written operations strategy in their insurance firm with only 25.05 of them saying that it was not in existence.
5.3.3 Change of Operations Strategy
Majority of the respondents reported that operations strategy were changed often The change in operation strategy could be the cause of poor customer retention in some insurance firms since it was observed that some insurance firm were changing them very often without giving them a chance to see the results. Slightly more than half of the respondents (51.7%) reported that the management was in charge of changing the operations strategy followed by 31.0% who said the board while 15.5% of them said the consultant. Further, 1.7% of the respondents said that there were other people responsible for change in operation strategy other than those