Perceived Customer Service Quality Practices and Satisfaction in Nhif Accredited Health Facilities in Kiambu County

Abstract

The objective of the think about was to survey the apparent client benefit quality and fulfilment in NHIF authorize wellbeing facilities in Kiambu County. The investigation utilized cross sectional research structure. The number of inhabitants in this investigation comprised clients who visited NHIF certify wellbeing hospitals in Kiambu County. The inspecting technique that was utilized in this examination was the likelihood testing. Surveys were utilized in this examination to gather essential information. The questionnaires were administered randomly at the exits of the selected health facilities. Data collected was analysed using descriptive statistics. Research findings revealed that there was clear indication that upbeat customers will educate other potential customers concerning the administrations they get from the wellbeing office henceforth help select more individuals. These results were consistent with the literature in the study which supported that the customer satisfaction is one of the major determinants of success or failure of any business as customers tend to be sensitive to the type and quality of service that they get from the service providers. The findings indicate a direct and positive direct of p=.000b between the quality of service and the customer satisfaction. The regression model in the analysis showed that there is a statistically significant relationship between reliability, responsiveness, assurance, tangibility and customer satisfaction hence the study model is significant, therefore taking reliability, responsiveness, assurance and tangibility dimensions at zero; customer satisfaction will be positive. The study recommends that health facilities incorporate the views of the clients into the quality of service in accordance to the wants of customers and this would go a long way in satisfying them. It further recommends that NHIF accredited health facilities have to offer quality service to their customers. This would increase the number of customers seeking services from NHIF accredited health facilities and the facility will realise improved performance. The study suggested that similar study should be undertaken focusing on all the hospitals in Kenya. The respondents should be broadened not only to the customers but also the top management in the accredited health institutions and all the people who work in the hospitals.