Assessment of Healthcare Service Satisfaction among National Health Insurance Fund Beneficiaries: Case of Musoma Municipal.

Abstract

This study assesses healthcare service satisfaction among National Health Insurance Fund (NHIF) beneficiaries in Musoma Municipal, Tanzania, focusing on three objectives: (1) evaluating the assurance of healthcare service satisfaction, (2) exploring health workers’ responsiveness, and (3) investigating the role of social welfare officers in advocating healthcare rights among NHIF beneficiaries. Grounded in the SERVQUAL theory, the research adopts a pragmatic philosophical approach, combining quantitative and qualitative methods. A sample of 302 NHIF beneficiaries was determined using the Krejcie and Morgan formula, with simple random sampling applied to beneficiaries and purposive sampling for service providers, NHIF staff, and social welfare officers. Quantitative data were collected via structured questionnaires (analyzed using SPSS version 24), while qualitative data from semi-structured interviews were analyzed thematically. Key findings revealed that 78% of beneficiaries were aware of healthcare service assurance mechanisms, while 22% lacked awareness. Four factors significantly correlated with low satisfaction: drug shortages (31%), long waiting times (29%), limited diagnostic equipment (18%), and insufficient specialized services (22%). Additionally, 79% reported disrespectful treatment, 92% cited delayed information provision, 89% found provided information unclear, and 90% perceived a lack of empathy from providers. Concerns about dignity (94%), autonomy (89%), and confidentiality (75%) were also prevalent. The study highlights gaps in NHIF service delivery and offers recommendations for improvement. It emphasizes the importance of staff training, better resource allocation, and enhanced oversight by social welfare officers to ensure services meet beneficiary expectations. Keywords: healthcare service, NHIF beneficiaries, Musoma Municipal, Tanzani