Thesis:

Influence of enterprise resource planning system integration on the performance of health insurance programs. a case of Nairobi county

This study investigated the influence of Enterprise Resource Planning (ERP) system integration on the performance of health insurance programs in Nairobi County, Kenya. ERP systems consist of interconnected applications that share a single database, enabling real-time information exchange and improving productivity, collaboration, and decision-making within organizations. The research focused on how ERP's knowledge management, top management support, staff training, and communication integration impact the performance of health insurance programs. Using systems theory and the service gap model, the study adopted a descriptive research design targeting ICT personnel and departmental heads from five prominent health insurance firms: Britam, Jubilee Insurance, CIC Insurance, APA Insurance, and Liberty Life Assurance. A total of 183 respondents were targeted, with data collected through online and in-person questionnaires. A pilot test with 30 respondents from MINET Insurance Firm helped assess the questionnaire’s validity and reliability. The analysis revealed significant relationships between the independent variables (communication integration, knowledge management, top management support, and staff training) and project performance. Correlation analysis showed that communication integration had the strongest positive correlation with performance (r = .641, p = .000), followed by knowledge management (r = .624, p = .000) and top management support (r = .601, p = .000). Regression analysis further indicated that these variables explained 52.4% of the variance in project performance. Communication integration and knowledge management had the most substantial positive effects, with coefficients of 0.594 and 0.543, respectively. The study concludes that health insurance organizations should enhance knowledge management through digital platforms, engage top management in open communication, and provide continuous role-specific staff training. It also recommends improving communication integration with standardized collaboration protocols. Future research should explore ERP system integration within the Social Health Insurance Fund framework