Service Quality in National Health Insurance Scheme Healthcare: A Case Study of WA Municipal National Health Insurance Scheme in the Upper West Region of Ghana

Abstract

This study was conducted to find out the services quality of Wa municipal mutual health insurance scheme operations in its competitive environment. The study  measured customers’ perception of service quality  using SERQUAL instrument.The five dimensions of service quality, being tangibles, reliability, responsiveness, assurance and empathy, were used. Based on random sample of 398 clients and a survey instruments that measure the five dimensions of quality attributes, the result of the study revealed that the level of service quality in the WMHIS is moderate. Meaning the level of service they receive is lower than what they expect indicating there is no satisfaction. The findings show comparatively high customer expectations and the management involved is presently not meeting the expectations as significant quality gaps were found in the areas of all the five dimensions. In conclusion, the study suggests that efforts should be made to improve service quality in the WMHIS.

Keywords: Service Quality, Customer Satisfaction, Expectation, Dimensions, Ghana.