Evaluation of Health Insurance Client Satisfaction With Service Delivery and Quality in Kenya- the Case Study of Langata Sub-county

Abstract

Customer satisfaction is often considered the most important factor in thriving in today’s highly competitive insurance business and in quality service delivery among firms globally. The importance of satisfying and keeping end customer in establishing strategies for a market and insurance industry cannot be neglected. Customer satisfaction is attained if the perceived performance goes beyond a customer’s expectations. However, if the consumer`s expectations are not attained by the perceived performance. Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today’s competitive market. The quality and satisfaction concepts have been linked to customer behavioral intentions like purchase and loyalty intention, willingness to spread positive word of mouth, referral, and complaint intention. The main objective of the study is to evaluate the client satisfaction with service delivery among health insurance firms in Kenya. The study will adopt a descriptive research design approach. The study utilized primary data collected using questionnaires administered to the sampled households. The sample size of the study was 289 households. The study finding was that that the service quality and product quality significantly determine client’s health insurance satisfaction. Further, client’s health insurance satisfaction level was found to increase with the insurance cost though insignificant