Factors influencing service quality in private medical insurance companies: the case of medical express Tanzania limited

The study investigated factors that influence service quality in private medical insurance companies in Tanzania. Specifically, the study sought to examine the extent to which health insurance availability influences service quality; in terms of reliability and responsiveness quantitative approach guided the study where research questions, hypotheses were tested using appropriate statistical techniques (frequency distribution, t-statistics test and Chi-square test) so as to establish relationship among variables studied. The results indicate that service responsiveness, service availability and service reliability are significant in explaining service quality. The results show that all the attributing factors of the three influencing factors are found to be significant implying that, response on service offering, service reliability have significant influence on service quality in Tanzania. These finding imply that the Ministry of Health and private Medical Insurance Company`s management should properly assess service quality dimensions ensuring that they impose them as mandatory in order to improve service quality and help medical insurance companies to provide service quality required by customers. This will help private medical insurance companies to complete and expand the insurance products and go beyond the border.