The Effects of Service Quality on Customer Satisfaction: A Case of National Health Insurance Fund (NHIF)- Kibondo District, Kigoma Region.

Kidola, Mathew Kagembe (2022) The Effects of Service Quality on Customer Satisfaction: A Case of National Health Insurance Fund (NHIF)- Kibondo District, Kigoma Region. Masters thesis, The Open University of Tanzania.

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Abstract

The perceived low level of satisfaction by customers on NHIF services have been a persisting problem in most places of Tanzania as said by most of NHIF beneficiaries across Regions of Tanzania and Municipalities. This has attracted many scholars to examine satisfaction of customers towards NHIF services in Tanzania. Using a SERVQUAL model, the assessment towards tangibility, reliability, empathy, responsiveness, and assurance was undertaken to assess the service quality and customer`s satisfaction. Therefore, this paper presents the assessment of The Effects of service quality on Customer satisfaction, A case of National Health Insurance Fund (NHIF)- Kibondo District, Kigoma-Tanzania. The study has covered formal sector contributors in Kibondo District-Kigoma Region. The findings were assumed for general representation of NHIF Customers in Tanzania as might be applied to all NHIF existing and potential workers countrywide. In this study, the dependent variable was customer satisfaction and independent variables were five service quality dimensions (including assurance, tangibility, responsiveness, empathy, and reliability), contribution fees, benefit packages and waiting time. The data was analyzed using Statistical Package for Social Sciences (SPSS) version 16.0 to answer the assessment of customer satisfaction on services provided by NHIF-Tanzania. The findings shows that NHIF only covers medication of few diseases, few private pharmacies provide medication for NHIF customers and only people in towns have direct access to NHIF offices. It was suggested that these challenges will be addressed when NHIF opens more offices in small towns and villages to quick respond customer`s concerns as well as when NHIF package of services will be adjusted as more disease to be covered with medication including optic and dental services. Keywords: Service Quality, Customer Satisfaction and Health Insurance

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Marketing and Entrepreneurship
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 05 May 2023 09:01
Last Modified: 05 May 2023 09:01
URI: http://repository.out.ac.tz/id/eprint/3615

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