Customer satisfaction with health insurance services in Tanzania

This study aimed at determining customers’ satisfaction with health insurance services offered in Tanzania. Survey techniques were used to collect data from 154 respondents from Dar es Salaam region. Data collected was sorted and analyzed using SPSS where frequencies and factor analysis have been used to generate answers for the study objectives. The study has revealed that factors influencing health insurance customers’ satisfaction include drugs availability, availability of fast truck services and emergency services and the availability of specialists. Equally important, the patients are relating the services with the quality of the hospital from the environment and physical aspects. Additionally, findings show that the health insurance attributes that articulate customers satisfaction were benefits packages, charges/rates, number of beneficiaries and conditions/terms offered by the insurers. The study concludes that, customer satisfaction with the health insurance services is a duo fact that involves the health insurance providers and the health service providers. In this case matching the two in terms of service quality and reliability has the potential to make customers thereof more satisfied.