Promise Chika Oparah

Service Quality of Nigeria's Health Insurance Scheme Promise Chika Oparah

The paradigms of service quality have featured in many services marketing studies and to date, researchers have confined their research on understanding consumer's perception of service quality to consumers' perspective, without the opinion of the service providers. This book focuses on the consumers' expectation and perception of the service quality of the National Health Insurance Scheme's healthcare Providers (HCPs). The objectives were to identify the service gaps between consumers' expectation and perception using the modified SERVQUAL model based on 22 statements of five dimensions and to evaluate HCPs perceptions of consumers' expectation of healthcare service delivery.