Impact of pharmaceutical service quality on customer satisfaction: National Health Insurance Fund at White Nile State

Abstract

This study aims to improve drugs service quality, understand and determine the most important set of dimensions which affected the drugs service quality and also to investigate the influences & impacts of factors that lead to the customer satisfaction in NHIF-WNS in order to assess drugs service quality as reflected in customer satisfaction. The study adopted the statistical descriptive method. The measurement of the study was developed based on the previous studies. Random samples procedure had been chosen and structured questionnaire had been used as main tool for data collection. The Statistical Package for Social Sciences (SPSS) was used for data analysis. The results of the study showed that the NHIF-WNS providers in the pharmacies deals with the customers in a good manner, providers knowledge about the drug, solving customers problems, instill confidence, greetings and courteous. Despite the changes in the drug prices in local & international markets, the NHIF-WNS was providing drugs service to its customers as its promised which has appositive impact on customer satisfaction, NHIF-WNS employees in pharmacies concerned about satisfying customer needs by taking action and solving customer problems immediately and also the study demonstrate that the customers complain due to insufficient time of work in NHIF-WNS pharmacies due to work less than 24 hours. This study concluded that the customers of NHIF-WNS were satisfied about the drug services quality. Also the study demonstrate a set of iv dimensions which consistently ranked by NHIF-WNS customers and it has an effect on the drug services quality in NHIF-WNS. In summary the study concluded that the drugs service quality in NHIF-WNS was improved based on serviqul dimensions that appeared in customer satisfaction besides that the study approved a positive relationship between customer satisfaction and their quality of drugs service. This study recommended that it is important to reinforce a services quality culture in NHIF-WNS by continuous development of providers skills to insure an acquisition of a positive behavior & attitude through design an specialized training programs, exceeding the working time to be (24/7) in NHIF-WNS pharmacies, continuance in distributing the pharmacies according to the health map to insure equity in services distribution, encourage the positive behavior and attitude of employee which stated by customer as a positive signed when NHIF-WNS providers deal with customer, and for NHIF-WNS it's better to take into account the recommendation of customer to others to use the NHIF services.