Abstract:
The aim of this paper was to understand and determine the empathy &responsiveness
dimensions that affecting the drug services quality in National Health Insurance Fund
(White Nile State), besides assessing drug services quality as reflected in empathy and
responsiveness dimensions. The study adopted the 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 Science (SPSS) was
used for data analysis. The results of the study show that statistically: the drug
services in National Health Insurance Fund-White Nile State was improved based on
empathy &responsiveness dimensions that appeared in customer satisfaction.
Key word: Empathy( understanding the customers' personal needs, taking care of
them) responsiveness (willingness of the employees to serve customers quickly and
properly) and quality of drug services.
