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Consumer satisfaction with national health insurance scheme (NHIS) under primary healthcare facilities in Bauchi state
1 Dean, School of Management Sciences, Federal Polytechnic Bauchi, Nigeria.
2 Head of Department, Public Administration, School of Management Sciences, Federal Polytechnic Bauchi, Nigeria.
Research Article
International Journal of Science and Research Archive, 2024, 11(02), 017–034.
Article DOI: 10.30574/ijsra.2024.11.2.0316
Publication history:
Received on 11 January 2024; revised on 25 February 2024; accepted on 28 February 2024
Abstract:
The research examined consumer satisfaction with National Health Insurance Scheme (NHIS) under primary healthcare facilities in Bauchi State, with focus on the formal sector. The objectives were to investigate the level of consumer satisfaction with NHIS health services under primary healthcare facilities in Bauchi state. The variables were arrived at after a literature review exercise. The study adopted a mix-mode approach (quantitative and qualitative methods) of data collection via survey questionnaire and face to face interview, from relevant establishments and individuals. Justice theory was used as the theoretical framework for the research. Data was analyzed using statistical packages for social sciences (SPSS) and thematic analysis for the qualitative aspect. A sample of 382 respondents with 373 as the valid returns from the three senatorial zones in Bauchi State. The analysis was performed on the data collected which covers the formal sector within the primary health care centers in Bauchi State. Part of the findings indicate Equity and Quality service have positive and significant impact on consumer satisfactions with health services. This means there is still need to improve on fair access as well as qualitative health care services under NHIS primary health facilities. The implication of this finding is that consumers are given limited access and low-quality care or drugs. These findings will enable policy makers better understand the satisfaction domain with the NHIS policy and ways of improving the policy. Three (3) health care facilities from the three (3) senatorial zones were used for generalization.
Keywords:
Consumer Satisfaction; Consumer Expectations; Equity in Access; Out of Pocket Expenses; Quality of Service
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Copyright © 2024 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0
