Perception of Hospitals on the Quality of Services Rendered by National Hospital Insurance Fund

Abstract

Globalization has resulted in many negative effects in the developing countries. It has contributed to a decline in household income, widespread poverty, and unemployment. The objectives of the study were to determine the hospitals’ expectations of quality of service offered by NHIF. Establish the hospitals’ perceptions of the quality of service rendered by NHIF. Also to establish whether there are differences in hospital’s expectations and perceptions on the quality of service rendered by NHIF. The research design that was used was descriptive in nature. The population of interest included all the hospitals that offer inpatient cover within Nairobi and are accredited by NHIF. A census study was conducted because the sample frame was of only sixty-four hospitals in Nairobi but only fifty-four hospitals responded. Primary data was collected through using structured questionnaires which were administered through the use of the drop and pick later method. Data collected was analyzed using proportions, percentages, means, standard deviations and co-efficient of variations. Graphical displays were used to amplify the comparative analysis. Results indicate that the hospitals expectation on the ten service dimensions is quite high, compared to their perception. The hospital administrators have high expectations on the service dimensions of tangibility, understanding / knowing the customer and credibility and low expectations on courtesy and access. Limitations of the study arose mainly due to the lack of commitment from respondents who were unwilling to respond to the questionnaire because of time and awareness. Recommendations stipulate the key areas that need improvement is that of understanding / knowing the customer through appropriate research on what the customer needs.