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Impact of the quality of national health insurance fund service on customers’ satisfaction in Bungoma county, Kenya

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dc.contributor.author Khisa, Ambrose
dc.date.accessioned 2023-12-19T05:08:50Z
dc.date.available 2023-12-19T05:08:50Z
dc.date.issued 2023
dc.identifier.uri http://repository.mocu.ac.tz/xmlui/handle/123456789/970
dc.description A full text thesis from Community and Rural Development en_US
dc.description.abstract Subscribers frequently experience difficulties in receiving services from the National Health Insurance Fund. This study focused on establishing the relationship between service quality dimensions and customers’ satisfaction at the National Health Insurance Fund in Bungoma county, Kenya. The study was guided by four specific objectives that were centred on employee empathy, service responsiveness, service reliability and service assurance. The study used Expectancy Disconfirmation Theory to create a framework for evaluating how NHIF members' prior expectations of service quality connect to their actual experiences and overall satisfaction. A cross sectional study approach was used, with a sample size of 364 respondents. Data were collected using Questionnaires, interview guides and documentary review. SPSS version 21 was used to analyse raw data collected from the field ranging from descriptive to inferential. In addition, the study also used thematic analysis to interpret qualitative data. Descriptive statistics involved frequencies, percentages and mean, while inferential statistics involved the use of Pearson’s product moment correlation and ordered logistic regression model presenting results using tables. Results indicated that assurance, reliability and responsiveness and employee empathy were all statistically significant but assurance unlike reliability and responsiveness and employee empathy had stronger positive relationships with customer satisfaction. On the other hand, employees’ empathy exhibited the least positive significant relationship with customer satisfaction. The study concluded that the quality of NHIF services has a strong and positive impact on customer satisfaction. The study put forth the need for regular auditing at the NHIF department to ensure that employees are accountable for their services. NHIF management should promote public participation and regular feedback to enhance customer satisfaction with service delivery. en_US
dc.language.iso en en_US
dc.publisher Moshi Co-operative University (MoCU) en_US
dc.subject National en_US
dc.subject Health en_US
dc.subject Insurance en_US
dc.subject Fund en_US
dc.subject Service en_US
dc.subject Customers’ satisfaction en_US
dc.subject Bungoma en_US
dc.subject County en_US
dc.subject Kenya en_US
dc.subject NHIF en_US
dc.title Impact of the quality of national health insurance fund service on customers’ satisfaction in Bungoma county, Kenya en_US
dc.type Thesis en_US


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