Risha, Kissah Mwaisabila2019-07-232020-01-082019-07-232020-01-082002Risha, K. M. (2002). Factor influencing customer satisfaction in health care provision: a case of Dar es Salaam private health insurance beneficiaries. Master dissertation, University of Dar es Salaam. Available at (http://41.86.178.3/internetserver3.1.2/search.aspx?formtype=advanced)http://localhost:8080/xmlui/handle/123456789/4964Available in print formThe main objective of the study was to empirically examine factors influencing customer satisfaction in health care provision under the Private Health Insurance Scheme. A conceptual model linking customer satisfaction and various aspects of the health care provision was developed and tested through a sample survey of 150 health insurance beneficiaries from 14 organizations that are members of two health insurance schemes (the Medical Express Limited and National Insurance Corporation) in Dar es Salaam City. Data was analyzed using the Statistical Package for Social Sciences (SPSS). Factor analysis was used to rectify the multicollineality among variables before running multiple regressions to test the hypotheses. Analysis of Variance (ANOVA) and Independent sample t-test were also used to examine differences among respondents with regard to the selected variables. The findings indicate that quality of care, speed of service delivery, service reliability and waiting time influences customer satisfaction. Expectations were identified to have no significant effect on customer satisfaction. The respondent's position in the organization, sex, education, age and income has no influence on the way they expect and perceive the health care provision under the private health insurance scheme. The implication of the findings to the theory of customer satisfaction is that expectations play a minor role in satisfaction process and thus supporting the proposition of using the performance model of customer satisfaction in services and durable product. Practically the findings indicate that there is a need to improve the quality of the existing health care facilities, if the stakeholders really want their customers to be satisfied with the provided services and the schemes to be widely adopted.enMedical policyHealth insuranceFinanceUser chargesMedical careCitizen participationPrivate health insuranceDar es SalaamThesis