The role of service quality in automated health systems on customer satisfaction: Evidence from National Social Security Fund (NSSF) Ilala, Dar es Salaam, Tanzania

Abdul Wahabi Mzee; Mazana Mzomwe; Yustina Liana

doi:10.51867/ajernet.6.4.78

Autores

Abdul Wahabi Mzee College of Business Education (CBE), Tanzania
Mazana Mzomwe College of Business Education (CBE), Tanzania https://orcid.org/0000-0001-7350-7011
Yustina Liana College of Business Education (CBE), Tanzania https://orcid.org/0000-0003-1687-0492

DOI:

https://doi.org/10.51867/ajernet.6.4.78

Palavras-chave:

Automated Health System, Customer Satisfaction, NSSF, Service Quality, SHIB

Resumo

Healthcare systems worldwide are increasingly adopting automation to enhance service delivery, yet the relationship between automated service quality and customer satisfaction remains underexplored in developing contexts. This study examined how assurance and reliability dimensions of automated processing procedures influence customer satisfaction among National Social Security Fund (NSSF) beneficiaries accessing Social Health Insurance Benefit (SHIB) services in Ilala, Dar es Salaam, Tanzania. Grounded in the Service Quality (SERVQUAL) model, the study employed a descriptive research design with a quantitative approach. From the target of 490 beneficiaries, a sample of 220 NSSF beneficiaries was selected using Yamane's formula and simple random sampling. Data were collected through structured questionnaires using a five-point Likert scale and analyzed using descriptive statistics and multiple regression analysis via SPSS version 23. Results revealed that both assurance (β = 0.482, p < 0.001) and reliability (β = 0.317, p = 0.001) significantly and positively influenced customer satisfaction, jointly accounting for 45% of the variance (R² = 0.450). Assurance, operationalized through security, confidentiality, and trust; demonstrated a stronger predictive effect than reliability which was undermined by occasional system downtimes and technical failures. These findings underscore the critical importance of robust assurance mechanisms and consistent system reliability in enhancing satisfaction with automated health insurance processes. The study recommends strengthening data protection protocols, improving system uptime through real-time monitoring and preventive maintenance, providing continuous training for healthcare agents, and conducting periodic system audits to sustain efficiency, trust and satisfaction. These insights contribute to theory by reinforcing the SERVQUAL model's applicability in health insurance automation contexts and offer practical strategies for improving automated healthcare systems in Tanzania and similar developing economies.

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