The Influence of Quality of Service Delivery on Pensioners’ Satisfaction at Social Security and National Insurance Trust, Cape Coast

Abstract

This study sought to investigate the influence of Quality of Service on Pensioners’ satisfaction at SSNIT, Cape Coast. The specific objectives were to analyse the effect of tangibility, reliability, assurance, empathy and responsiveness on pensioners’ satisfaction at SSNIT in Cape Coast. The study was quantitative and it employed both descriptive and explanatory designs. The population was 320 and the sample size was 175 pensioners using the Morgan (1970) table, while 165 responses were obtained indicating 94.3% response rate. A self-administered questionnaire was the main research instrument. The statistical tools used to analyse the study were the frequency table, percentages, Pearson Product-Moment correlation analysis and Multiple Regression analysis, as well as ANOVA and t-tests. Overall, the finding revealed that all the dimensions of service quality namely: tangibility, reliability, responsiveness, empathy and assurance had positive effect on the satisfaction among pensioners at SSNIT, Cape Coast. However, it was revealed that responsiveness and assurance had the most significant effects on the pensioners’ satisfactions at SSNIT, Cape Coast. On the basis of the findings, it was recommended that the government and social security providers should develop a robust policy framework that can help to sustain the quality dimensions particularly responsiveness and assurance so that the provision of quality of service could always be maintained.