Thesis:

Influence of organization performance on customer satisfaction in Kenya case of the Kenya national hospital insurance fund, Eldoret

Customer satisfaction refers to the level of contentment or fulfillment a customer experiences after interacting with a product, service, or overall experience provided by an organization. The purpose of the study was to investigate the influence of organization performance on customer satisfaction in Kenya case of the National Hospital Insurance Fund Eldoret. The study was guided by the following specific objectives ;to examine the influence of employee performance on customer satisfaction in National Hospital insurance fund Eldoret; to investigate influence of innovation and growth on customer satisfaction in National Hospital insurance fund Eldoret; to assess the influence of strategic performance on customer satisfaction in National Hospital insurance fund Eldoret and to identify the influence of Operational Performance on customer satisfaction in National Hospital insurance fund Eldoret. The research used descriptive survey research design. The target population comprises of 5 Top Management, 30 Middle Management and 76 staff lowest level. The researcher used census method since the target population is too small. The researcher used structured questionnaires in collecting data from the targeted respondents and document review in secondary data collection. The study established content, construct and criterion validity of the research instrument. Which comprised literature reviews and then follow up with the assessment by proficient juries or panels’ opinion of University supervisor. It was employed descriptive statistics which included frequencies and percentages. The study concluded that, the competence and knowledge of NHIF employees directly affect their ability to serve customers effectively. Employees who demonstrate expertise in their roles and possess a deep understanding of NHIF services are more likely to meet customer needs and expectations, leading to higher levels of satisfaction among customers. Prompt and attentive responses from NHIF employees play a vital role in shaping customer experiences. Customers value quick and helpful assistance when seeking information, resolving issues, or accessing services. Therefore, employees who demonstrate responsiveness and willingness to assist contribute positively to customer satisfaction levels. The integration of technology into NHIF's operations enhances accessibility and convenience for customers, thereby positively influencing their satisfaction levels. Digital platforms, online services, and mobile applications streamline processes, reduce wait times, and provide customers with greater control over their interactions with NHIF. Customers value organizations that demonstrate a commitment to innovation and improvement. By investing in innovation and growth initiatives, NHIF enhance its reputation as a forward-thinking and customer-centric organization, fostering trust, loyalty, and satisfaction among its customer base. Operational performance directly influences customer satisfaction through factors such as claims processing times, error rates, and service wait times. The study recommends fostering a customer-centric culture within NHIF Eldoret by prioritizing customer needs and preferences in all organizational processes and decisions. Ensure that all employees understand the importance of customer satisfaction and are empowered to take actions that positively impact customers. Establish robust feedback mechanisms to gather insights directly from customers regarding their experiences with NHIF's services. Regularly solicit feedback through surveys, focus groups, and other channels, and use this information to identify areas for improvement and implement necessary changes.