Resumo

MUFUDZA, T  e  NAIDOO, V. Customer Perceptions and Expectations of Medical Insurance Service Quality rendered by Companies in Zimbabwe. JCMAN [online]. 2018, vol.15, n.1, pp.48-77. ISSN 1815-7440.

Private health insurance has been slow to emerge in many countries due to the controversies around it. The negative side of these controversies is that little research has been conducted in the area. This study undertook to establish the service quality dimensions most significant in bringing efficiency, profitability and sustainability to the Zimbabwean medical insurance industry threatened by increased competition and economic challenges. Continued subscription by customers in such a volatile situation requires an alignment of services offered with customer needs. The study was a cross-sectional survey in which a quantitative research method was employed. The theoretical underpinnings were the Gaps and Servqual models. The data were collected from 384 medical insurance customers at five medical institutions in Harare. A total of 286 questionnaires were completed, giving a response rate of 74%. The study found that medical insurance customers were dissatisfied with its services. The highest levels of dissatisfaction were expressed towards the reliability dimension, while the lowest levels referred to tangibles. The levels of dissatisfaction varied across the dimensions with different age groups and different medical insurance companies. Strategies to close the service quality gaps are suggested with some managerial and theoretical implications of the study being highlighted.

Palavras-chave : Customer expectations; customer perceptions; service quality; medical insurance and private health insurance.

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