A Dissertation Submitted to Mzumbe University, Dar Es salaam Campus College in Partial Fulfillment of the Requirement for the Award of the Degree of Master of Business Administration (MBA CM) of Mzumbe University
The research about Assessment of Quality Service of Social Health Insurance Benefit (SHIB) provided by National Social Security Fund (NSSF) to its beneficiaries was conducted at the NSSF Dar Es Salaam Region Offices. The main objective of the study was to assess the quality of service offered by the NSSF through accredited hospitals and health centers to its customers residing in Dar es Salaam. To perfect the study, the research was guided by Specific Research Objectives that were to assess the contribution of medical services provided under Social Health Insurance (SHIB) to its members; reliability of health services provided by SHIB; effectiveness of SHIB repayment system; and ultimately to suggest how best to improve the performance of medical services provided by the SHIB issuing system Literature from different sources and from different authors were used for reference, and the researcher went far to see what others have done in the related field by performing the empirical review. The study design was descriptive and 120 respondents, the sample size, from selected hospitals, the structured questionnaires. Data were analyzed using the SPSS programs, summarized and presented by using tables and figures. From the findings it was revealed that medical services provided under Social Health Insurance (SHIB) to its members were of good quality although there are some weaknesses noted as 81.7% of all respondents enjoyed the services. Health services provided by SHIB were reliable although some improvement was required. Payment system was found to be effective and ultimately to the research paper suggested the best methods to improve the performance of medical services provided by the SHIB