Kahemela, Lupyana
(2017)
An Examination of the Relationship Between Customer Satisfaction and Curative Quality Services Supported by The National Health Insurance Fund in Dar es Salaam.
Masters thesis, The Open University of Tanzania.
Abstract
The focus of the study was to examine the relationship between customer satisfaction and curative quality services in accredited health facilities supported by the national health insurance fund in Dar es Salaam. A case study design was used whereas a sample of 90 was involved. In collecting primary data the study used questionnaire and in-depth interview. Secondary data were collected through documentary analysis. Data were analyzed by using SPSS, tables were used to present data. The study found that, 65.0% of the respondents agree that, they receive accurate diagnosis and treatment in accredited health facility. Also study found that, majority of the respondents (52.5%) agrees that, the accredited health facility offer promised services to NHIF members. Moreover, the study found that, the large number of the respondents (43.8%) agrees that, employees of the accredited health facilities indicate sincere interest in handling problem. The study concludes that the accredited health facilities offer good service to NHF clients. Also, the study concludes that accredited health facilities offer quality services, due to its reliability. In health services provided to the clients, accuracy in completing orders, maintaining precise record and quote, accuracy in billing, maintaining promised services are the basic views of reliability which is considered as the most important factor in convincing customers to retain in the accredited health facility. The study recommends that NHIF should conduct inspections and evaluation of accredited health facilities so to remind the health care providers on the health services required to be provided to the clients.
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