The Role of Service Quality In Automated Health Systems on Customer Satisfaction at the National Social Security Fund

Abstract

This study investigated the role of service quality in automated health systems on customer satisfaction at the National Social Security Fund (NSSF) in Ilala, Dar es Salaam, Tanzania. Specifically, it examined the influence of assurance and reliability in automated processing procedures, empathy and responsiveness in accredited medical providers’ automated services, and tangibility in automated administration services on customer satisfaction. A descriptive research design employing a quantitative approach was adopted. Data were collected using structured questionnaires from a sample of 220 NSSF beneficiaries who were selected through simple random sampling. Statistical analysis, including descriptive and inferential methods, were conducted in SPSS v23 to examine relationships between service quality dimensions and customer satisfaction. The findings revealed that while all three dimensions were positively perceived, empathy and responsiveness, along with tangibility, emerged as the most significant predictors of customer satisfaction. Assurance and reliability, although important, did not show a significant predictive power when analysed together with other variables. These results suggest that beneficiaries value not only technical efficiency but also emotional connection and tangible cues of professionalism in automated health services. The study concluded that to enhance customer satisfaction, healthcare providers should integrate empathetic and responsive features into automated systems and maintain user-friendly tangible interfaces. It is recommended that service designers see innovations, including personalised communication and supportive infrastructure, while ensuring a high operational reliability standard.