Assessment of Empathy & Responsiveness Dimensions in drugs service quality in National health Insurance Fund (White Nile State)

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.