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

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.