International Journal of Academic Research in Psychology

search-icon

Service Quality: An Empirical Study of Expectations versus Perception of National Health Insurance Scheme Enrollees in Federal Universities in South East, Nigeria

Open access

Promise C. Oparah, A. Udu Amah, Chioma D. Ifeanyichukwu, VNO Aghara, Emmanuel Ndubisi

Pages 149-165 Received: 11 Sep, 2018 Revised: 11 Sep, 2018 Published Online: 05 May, 2018

http://dx.doi.org/10.46886/IJARP/v7-i3/4494
This paper relates service quality to the expectations of enrollees (consumers) versus the perceptions of Healthcare Providers in the delivery of healthcare services of National Health Insurance Scheme (NHIS). A questionnaire based upon a 22-question modified version of SERVQUAL was designed to obtain information about expected versus perceived levels of service quality from consumers. A second 22-question instrument seeking healthcare providers’ perceptions of expectations of the consumers was also devised. The data collected were then contrasted. The paper identified a gap score of -0.0055 between expectation and perception, and concludes that consumers perceived inferior quality of service from Healthcare Providers, who are the gate keepers of NHIS.
Agagbu, M. and Mcwebe, T. (2013), “Customer Expectations and Perception of Service Quality: The Case of Pick N Pay Supermarket Stores in Pietermantzburg Area, South Africa.” International Journal of Research in Social Sciences. Vol 3, No 1, pp 18-31. September.

Agarwal, A. and Kumar, G. (2016), Identify the Need for Developing a New Service Quality Model in Today’s Scenario: A Review of Service Quality Models”: Arabian Journal of Business and Management Review. Vol 4, No 2, pp 8-21. November.

Akahome, J. E. (2017), ‘The Effect of Quality Service Delivery on Patient’s Satisfaction in Public Hospitals in Nigeria,’ Proceedings of the 11th Annual Conference on Service Delivery for a new Nigeria, organized by The Academy of Management, Nigeria (TAMN).

Al-Damen (2017), Health Care Service Quality and Its Impact on Patient Satisfaction “Case of
Al-Bashir Hospital” International Journal of Business and Management; Vol. 12, No. 9;
ISSN 1833-3850 E-ISSN 1833-8119. Published by Canadian Center of Science and
Education

Al Khattab, S. A. and Aldehayyat, J. S. (2016), Perceptions of Service Quality in Jordanian
Hotels. International Journal of Business and Management Vol 6 No 7, pp 226 – 233. July.

Alghamdi, F. S. (2014). The impact of service quality perception on patient satisfaction in
government hospitals in southern Saudi Arabia. Saudi Medical Journal, 35(10), 1271-
1273. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4362118/

Aliman, N., and Mohamad, W. (2013). Perceptions of Service Quality and Behavioral Intentions:
A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia. InternationJournalofMarketingStudies,5(4),15-29. http://www.ccsenet.org/journal/index.php/ijms/article/viewFile/25449/16877
Almsalam, S. (2014), “The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction.”International Journal of Business and Management Invention. Vol 3, Issue 81, pp 79 – 84, August.

Amjeriya, D., and Malviya, R. K. (2012), “Measurement of Service Quality in Healthcare Organization”, International Journal of Engineering Research and Technology, Vol. 1 No.8, pp 1 – 17, April.
Asghari, M. and Babu, H. (2017), Understanding Customer Expectations and Perceptions of Indian Health Insurance Companies.”International Journal of Engineering Trends and Technology. Vol. 43, No3, pp 138 – 146, January.

Awosika, O. (2005). Health Insurance and Managed Care in Nigeria. Annals of Ibadan Postgraduate Medicine, Vol 3, No 2, pp 40 – 47, May.

Bexley, J.B. (1999), Customer Perceptions in the Selection of Community Banks in the
Proceedings of the Academy of International Business of the Southwestern Federation
of Administrative Disciplines, Houston, TX March 10-13, 1999, 34-40.
Bexley, J. B; Hewer, P. and Sparks, L. (2005), “Service Quality: An Empirical Study of Expectations versus Perception in the Delivery of Financial Services.” Academy of Marketing Studies Journal, Vol. 9, No. 2, pp 115-125, December.

Bexley, J. (2005), Expectations versus Perceptions in the Delivery of Financial Services in Community Banks in US. A Ph.D Thesis. San Houston State University, USA.

Bitner, M.J. (1990), Evaluating service encounters: the effects of physical surroundings and
employee response, Journal of Marketing, 54 April, 69-82.

Carman, J. M. (2000), Patient Perceptions of Service Quality: Combining the Dimensions. Journal of Services Marketing, Vol. 14No. 5 pp. 337-352, April/May.

Carman, J.M. (1990), Consumer perceptions of service quality: an assessment of the
SERVQUAL dimensions, Journal of Retailing, 66, Spring, 33-55.

Dixon, J. (2014), Determinants of Health Insurance Enrolment in Ghana's Upper West Region. A Thesis submitted in partial fulfillment of the requirements for the Degree of Doctor of Philosophy, The
In-Text Citation: (Oparah, Amah, Ifeanyichukwu, Aghara, & Ndubisi, 2018)
To Cite this Article: Oparah, P. C., Amah, A. U., Ifeanyichukwu, C. D., Aghara, V., & Ndubisi, E. (2018). Service Quality: An Empirical Study of Expectations versus Perception of National Health Insurance Scheme Enrollees in Federal Universities in South East, Nigeria. International Journal of Academic Research in Economics and Management Sciences, 7(3), 149–165.