Auszug Dieser Beitrag untersucht fünf Aspekte der Qualität von Dienstleistungen (Zuverlässigkeit, Kundenfreundlichkeit, Leistungskompetenz, individuelle Betreuung und Erscheinungsbild) im staatlichen Sektor eines Entwicklungslandes unter Bedingungen der aufgeschobenen Nutznießung („delayed gratification“). Ausgehend von vier formalen Trägern der sozialen Sicherheit (TSS) in Tansania, untersucht er Kenntnisse, Erwartungen und Wahrnehmungen der Mitglieder bezüglich der ihnen erbrachten Dienste sowie ihre Vertrautheit mit denselben. Aufgrund der Diskussionen mit Zielgruppen und einem entsprechend angepassten Instrument zur Messung der Dienstleistungsqualität stellen wir fest, dass bei den älteren Mitgliedern am wenigsten Kenntnisse vorhanden sind, die Versicherten allgemein mehr Informationen über die Leistungen erwarten sowie negative Diskonformitäten bei den Geldleistungen, aber positive bei den medizinischen Leistungen wahrnehmen. Die Ergebnisse zeigen, dass die TSS kontinuierlich ihre Bekanntheit verbessern, gegenüber den Mitgliedern proaktiv sein und kontinuierlich Leistungskompetenz zeigen sowie Verbesserungen bei der Leistungsabwicklung und ‐angemessenheit erzielen müssen.
This article looks at five quality of service dimensions (reliability, responsiveness, assurance, empathy, and tangibility) in a delayed gratification situation in the public sector in a developing economy. Using four formal social security service providers (SSSPs) in Tanzania, it examines members' familiarity with, and expectations and perceptions about, social security services. Through focus group discussions and an adapted servqual instrument, it is found that familiarity is lowest among older members, that members expect more information about benefits, and perceive negative disconformities for cash benefits but positive disconformities for medical benefits. The findings suggest that SSSPs must continually enhance familiarity, offer proactive and repeated assurances to members, and realize improvements in the processing and adequacy of benefits.
Objectives: The objectives of this study were to assess community awareness and preferences on the alternative health financing mechanisms that have been introduced in the district. Design: A cross sectional, household survey Setting: Songea Rural District, Ruvuma Region South Western Tanzania Methods: Multistage random sampling procedure was used to select 6 villages that were included in the study. A total of 622 heads of households or their representatives were interviewed using an interviewer administered questionnaire. Computer data entry and analysis were done using EPI Info version 6.0 software programme. Results: Community awareness on the Community Health Fund (CHF) and User Fees were high i.e. 94.9% and 93.2% respectively, while awareness on National Health Insurance Scheme (NHIS) was relatively low at 34.6%. Most of the respondents used User Fees (81.4%) in financing their health care consumption and it was also the most preferred health financing mechanism (38.4%) followed by CHF (30.5%), however almost a fifth of the respondents, the majority of whom were peasants (95.0%) preferred getting "free care". Recommendations: Study recommendations include increasing community awareness on NHIS and ensuring proper identification of individuals who should be given fee waivers/ exemptions.
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