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International Journal of Academic Research in Economics and Management Sciences

Open Access Journal

ISSN: 2226-3624

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

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

http://dx.doi.org/10.6007/IJAREMS/v7-i3/4494

Open access

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.

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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.