The Impact of Service Facilities on Client Satisfaction in the Funeral Assurance Sector in Zimbabwe- a Case Study of Leading Funeral Assurance Providers

The funeral assurance sector constitutes the largest and most resilient segment of Zimbabwe’s life insurance industry. Unlike conventional insurance products, funeral assurance emphasizes tangible service delivery rather than monetary compensation, making service facilities a critical determinant of client satisfaction. This research review paper examines the impact of service facilities on client satisfaction in the funeral assurance sector in Zimbabwe, with specific reference to leading funeral assurance providers. The paper adopts a comprehensive review approach, synthesizing academic literature, industry reports, regulatory publications, and empirical findings from related studies. The review is grounded in service quality and customer satisfaction theories, including the SERVQUAL model and expectancy–disconfirmation theory. Findings indicate that service facilities such as accessibility, responsiveness, professionalism, physical infrastructure, technological systems, and customer support significantly influence client satisfaction, policy retention, and brand loyalty. The paper concludes that sustained investment in service facilities is essential for funeral assurance providers seeking competitive advantage and long-term sustainability in Zimbabwe’s volatile economic environment.