Employee Empowerment and Service Delivery in the National Hospital Insurance Fund in Wajir County, Kenya
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Date
2020
Authors
Abdi, Ahmed Nunow
Njuguna, Reuben
Journal Title
Journal ISSN
Volume Title
Publisher
IJCAB Publishing Group
Abstract
National Hospital insurance fund has faced so many challenges regarding customer satisfaction
and service delivery. Majority of the National Hospital Insurance Fund accredited facilities in
Wajir County have failed to satisfy the customers or members. The problem has escalated to
Mashaalah nursing home and even to Jeddah nursing home which are situated in Wajir County.
Therefore the aim of this study was to investigate the effect of employee empowerment on service
delivery in national hospital insurance fund Wajir County, Kenya. The study was guided by quality
improvement theory. Descriptive research design was used and data collected from five accredited
nat ional ho spital insu rance fu nd facilities located in Wajir Cou nty. Th e respondents of the
study will be 114 members. The study used the primary data which was collected through the use
of questionnaire. Data was analysed with the help of SPSS and presented in tables and figures.
The findings on employee empowerment found that the NHIF builds on the capacity of the
employees for it enables employees to participate in decision-making. The respondents moderately
agreed that the organisation encourages compliance and commitment both within and among the
employers. The results on the relationship between employee empowerment and service delivery
in NHIF was positive and significant. The County Governtment of Wajir should consider
improving on the communication and information related to the benefits of being a member of
NHIF.
Description
A Paper Published in International Journal of Business Management, Entrepreneurship and Innovation
Keywords
Employee Empowerment, Service Delivery, National Hospital Insurance Fund, Wajir County
Citation
Abdi, A., & Njuguna, R. (2020). Employee Empowerment and Service Delivery in the National Hospital Insurance Fund in Wajir County, Kenya. International Journal of Business Management, Entrepreneurship and Innovation, 2(2), 98-104. https://doi.org/10.35942/jbmed.v2i2.120