SERVICE LEVEL AGREEMENTS AND SUSTAINABLE CUSTOMER RETENTION IN THE NATIONAL HEALTH INSURANCE SCHEME, ANAMBRA STATE.

Abstract

The study examined the effect of service level agreements (SLASs) on sustainable customer 
retention in the National Health Insurance Scheme (NHIS), Low retention rate has been the 
bane of NHIS in Anambra State, undermining its goal of universal healthcare coverage and 
equitable access. The study adopted descriptive survey design. The data for the study were 
generated from the Federal Ministries, departments and agencies (MDAs) in Anambra state. 
From a population of 1296 employees of the said (MDAs), a sample of 249 was determined 
through the application of a formula developed by Taro Yameni in 1964. An item structured 
instrument was used to elicit the relevant data after it was validated and tested for reliability. 
The major statistical tools used were the Pearson inferential statistics of correlation coefficient 
and multiple regression analysis. Major findings indicate that service performance and 
response time have significant positive effect on sustainable customer retention in NHIS, 
Anambra state. The study concludes that NHIS providers can increase customers’ satisfaction, 
build trust and foster loyalty, ultimately driving sustainable customer retention in Anambra 
state. The study recommends among others that service providers should prioritize response 
time so that trust and loyalty may be earned to facilitate sustainable customer retention.