| dc.creator |
Majid, Mathla |
|
| dc.date |
2020-09-09T12:10:03Z |
|
| dc.date |
2020-09-09T12:10:03Z |
|
| dc.date |
2020 |
|
| dc.date.accessioned |
2021-05-05T07:42:02Z |
|
| dc.date.available |
2021-05-05T07:42:02Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192/4012 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/4012 |
|
| dc.description |
A research report submitted to school of business in partial fulfillment of requirement for award of bachelor degree of business administration entrepreneurship and development of Mzumbe University. |
|
| dc.description |
Health is the very important thing to the individual, the family and the community, the nation and the world as whole. Health Insurance as a complementary or alternative source of health care financing has become important in the developing world. Social Health Insurance Benefit (SHIB) is the among seven benefit offered by NSSF and it is offered freely to the NSSF members as there are no more deductions made to them apart from 20% deduction of their remitted contributions to NSSF which are comprised of 10% of employees (members) deductions from their salaries and 10% from employers share deductions. The objective of this study was to examine the customer satisfaction toward social health insurance benefit offered by NSSF. The study was conducted in Rukwa region. A case study design was adopted. Quantitative and qualitative data were used where quantitative data were collected by the use of questionnaire where by 50 NSSF member were selected by convenience sampling and fill questionnaires provided and purposive sampling were used to select 10 NSSF staff based on their knowledge and experience on Social health insurance benefit. Key informant interviews were also used to collect qualitative data. Quantitative data were analyzed using the statistical Package for social sciences (SPSS). The findings show that most customers have good perception on SHIB service also reliability and responsiveness have positive influence on customer’s satisfaction on SHIB services offered by NSSF as well as good relationship between accessibility of the services and satisfaction on SHIB services offered by NSSF. The study concluded that NSSF member has good perception on the SHIB service also responsiveness and reliability have positive influence on Customer satisfaction also there is positive relationship between accessibility of service and customer satisfaction. Although there are challenges that face both NSSF member in obtaining services and NSSF staff in providing service. These challenges are taking long to get registered, poor contribution follows up, poor leadership,poor quality of the hospital, these challenges face NSSF member while Employer delay to pay monthly contribution, Insufficient staff, increase workload due to increase of customer face NSSF staff. The study recommended that the elimination of these challenges lead to better and quality service.
vii
It was recommended that NSSF should increase awareness of its benefits to their member, the Fund should improve and simplifies SHIB enrolment by reducing number of attachments required also NSSF should do regular inspection to the accredited hospital facilities in order to improve service and increase enough staff to handle increase customer and work load, and last NSSF should increase number of accredited hospitals in order to serve more customers. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Customer Satisfaction, Health Insurance, Social Security Fund |
|
| dc.title |
A Study on Customer Satisfaction on Social Health Insurance Benefit Offered by National Social Security Fund in Rukwa Region |
|
| dc.type |
Thesis |
|