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.
