Factors influencing customer satisfaction at the National Hospital Insurance Fund: a case of the Garissa branch, Kenya
Abstract
The purpose of this study was to determine the factors affecting customer satisfaction at the National Hospital Insurance Fund, a case of the Garissa Branch. Organizations are increasingly interested in retaining existing customers while targeting non-customer. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the market place. Other specific objectives include quality service provision, customer needs and expectations, prompt payment of benefits, information technology and government policies. The study is considered important to various stakeholders including the government, management of NHIF and other researchers.
The research adopted a descriptive research design and the population size was 363 that included NHIF staff and specific clients. A sample size of 30% was drawn from the population; a stratified sampling technique was used to select the respondents. Data was collected by use of questionnaire method which had both closed and open ended questions. Data was analyzed using descriptive statistics including frequency distribution tables, means, mode and standard deviation. It was important to use other methods also e.g. interviews, documents analysis among others for triangulation purposes.
The research findings showed that quality service provision, customer needs and expectations, prompt payment of benefit, information and communication technology and government policies affect customer satisfaction. It is recommended that improvement in quality service provision, customer needs and expectation, prompt payment of benefits, improved information and communication technology and favorable government policies will increase customer satisfaction at NHIF. It was noted that there is a need to carry out further research at other branches and even in other organizations that provide various services to customers.
Publisher
University of Nairobi, Kenya