CUSTOMER SATISFACTION AND SERVICE QUALITY IN HEALTH CARE SERVICE DELIVERY INDUSTRY: A STUDY OF ANAMBRA STATE HEALTH INSURANCE AGENCY

Abstract

This study, titled Customer Satisfaction and Service Quality in Healthcare Service Delivery 
Industry: A Study of Anambra State Health Insurance Agency (ASHIA), examined the effect 
of tangibles, reliability, and responsiveness on enrollee satisfaction. The problem arose from 
concerns that many healthcare providers under ASHIA fail to meet enrollees’ expectations 
regarding service delivery quality, particularly in areas of physical facilities, dependability, and 
responsiveness. A descriptive survey research design was adopted. The study population 
comprised 128,537 enrollees under ASHIA, from which a sample of 200 respondents was 
determined using Taro Yamane’s formula and proportionately allocated across selected 
hospitals in Awka and Onitsha. Data were collected through a structured questionnaire 
grounded on SERVQUAL dimensions, and validity was assured through factor analysis, while 
reliability was confirmed with Cronbach’s Alpha. Out of 200 questionnaires, 180 were properly 
completed and returned. Data analysis employed descriptive statistics, Pearson correlation, and 
multiple regression, with hypotheses tested at a 0.05 level of significance. The findings 
revealed that tangibles, reliability, and responsiveness significantly affect enrollee satisfaction, 
with tangibles exerting the strongest influence. The study concluded that improving these three 
dimensions is vital to enhancing satisfaction. Recommendations include upgrading facilities, 
sustaining reliable service delivery, enhancing staff responsiveness, and incorporating further 
research on assurance and empathy.