Assessment of the impact of social health insurance benefit on customer satisfaction: The case of National Social Security Fund

Abstract

Health is important to the individual, the family, the community, the nation and at global level. There are statistically differences in the impact of health service quality on patient satisfaction in private sector hospitals against public sector hospitals in favour of private sector hospitals. This study focused on assessment of impact of Social Health Insurance Benefit (SHIB) on customer satisfaction. In Tanzania where the population is 44.9 million, the covered members in social security are below two million in favour of National Social Security Fund (NSSF). SHIB is one of the benefit among seven offered by NSSF to their members. The research begins by assessing SHIB processing procedure, accredited medical providers and SHIB administration and monitoring on customer satisfaction by giving examples in different countries. Thereafter, the researcher provides an overview of impact of health services on customer satisfaction in Tanzania. In analysing the findings based on statistical data collection and interviews, the research has incorporated theoretical underpinnings. This study which adopted a case study approach were found that customers were satisfied with SHIB processing procedure and SHIB administration and monitoring while they were dissatisfied with accredited medical providers. However, the study suggest education to increase public awareness, simplifies SHIB process procedure, strengthening of management and monitoring of medical providers in order to improve their health service to insured person.