Benefit components and customer satisfaction in health insurance schemes in Tanzania: the case of national health insurance fund ( NHIF )
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Date
2005
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Publisher
University of Dar es Salaam
Abstract
The main objective of the study was to empirically examine benefit components and customer satisfaction in the National Health Insurance Scheme. A conceptual model linking customer satisfaction and various aspects of benefits offered by national health insurance Fund was developed and tested. That was possible through a sample survey of 120National Insurance Fund customers from eight Organizations that are members of the National Health Insurance Fund in Dar es salaam City. Data were analyzed using the Statistical package for Social Sciences ( SPSS ). Univariate analysis was used in portraying the studied sample. Comparison of perception on benefits between male and female customers was done using bivariate analysis. Analysis of Variance ( ANOVA ) and Chi-square tests were used in hypotheses testing. Findings indicate that number of dependents per customer needs. However, these, benefits were found to be positively related to customer satisfaction. In addition, finding indicate that it is possible to have an alternative set of benefits that are highly accepted by customers. Gender was found to have no influence on customer perception on benefits. Findings conform to the theory of customer satisfaction such that identifying customer needs and satisfaction, which could manifest as an intention to purchase or use, loyalty and positive word of mouth. Practically, findings indicate that there is a need to improve both, adequacy of existing benefits and introducing new benefits that are sought by NHIF customers.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF 5415.33.T34 M72)
Keywords
Customer satisfaction, Insurance, health, Marketing research, Tanzania
Citation
Msangi, T.I (2005) Benefit components and customer satisfaction in health insurance schemes in Tanzania: the case of national health insurance fund ( NHIF).Master dissertation, University of Dar es Salaam, Dar es Salaam.