A Dissertation Submitted in Partial Fulfillment of the Requirements for Award of the Degree of Master of Business Administration (MBA) of Mzumbe University
This study examined the impact of Community-Based Health Insurance Fund (CHIF) on quality health services delivery in Kyela District in Tanzania. It was inspired by the fact that the situation of health services and status was not good leading to some complaints, marked by the existence of irregular availability of essential drugs, negative attitude of some health staff, and low trust in management. The study specifically ascertained the modalities of CHIF operation, assessed customer’s level of satisfaction on the quality of services, assessed the benefits obtained by CHIF members, and established the scope of CHIF operation since its establishment.
The study adopted a case study with a sample of 120 respondents, selected through convenience and purposive sampling techniques. Data were collected through interviews, questionnaires and documentary review. Quantitative data were analyzed descriptively by using SPSS while qualitative ones were collected, sorted and analyzed manually before presented by using Microsoft Office Word.
Findings revealed that the process of joining CHIF was bureaucratic to some points although the recruitment process of customers was satisfactory. The requirements for joining the CHIF were also not standardized with unfavorable modalities to some customers. This led to some members of the CHIF to feel isolated. There was low customer awareness on the availability and use of modern technology. Besides, the provision of services was less satisfactory to some points due to delay of services. There are some benefits which are associated with being a member of CHIF. There is also an expansion in terms of geographical location and increase of customers.
The author recommends that there should be an effort to improve service provision in areas where there were weaknesses in ensuring the provision of quality services, that the registration process should take into account the socio-economic status of joining members, making the community aware of the transactions, delivering services on time and undertaking further studies on the causes of these problems.