Abstract: The main objective of this study was to determine the influence of harmonization service performance of the National Hospital Insurance Fund in Kenya. The five hospitals selected for the study were: Kenyatta National Hospital, Nairobi Hospital, Aga Khan, MP Shah, and Mbagathi hospitals. The population for the study consisted of members of staff of the five hospitals in management, administration and wards. The target population for each hospital was 75 members of staff, comprising of 20 managers, 25 administration members and 30 ward workers. The study used stratified random sampling where the population was divided into mutually exclusive and collectively exhaustive categories and were issued with questionnaires. An R- square value of 0.166 indicated that 16.6% of service Performance was explained by harmonization. (Laudon & Laudon, 2010) affirmed that Customer satisfaction should be aligned with the services in order to maximize on the performance of the enterprise which also is in an agreement with Zeithaml & Bitner (2007) study.
Keywords: Harmonization, National Hospital Insurance Fund, Service Performance, Health care Service Providers.
Title: INFLUENCE OF HARMONIZATION ON SERVICE PERFORMANCE BY THE NATIONAL HOSPITAL INSURANCE FUND DESIGNATED HEALTH CARE SERVICE PROVIDERS IN KENYA
Author: Isaac Moss-Omije Mirenga, Elegwa Mukulu, Martin Ogutu
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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