Assessing the impact of organisational structure and systems on work culture and service quality, a case study of Ejisu National Health Insurance Scheme
Date
2014-07-27
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Delivery of quality service to sustain clients is the major concern of any organisation that
seeks growth and sustenance. The human resource of an organisation have greater impact on
the quality of service rendered to clients hence the need for top managem ent to pay attention
to human resource systems and the work culture of their organisations. The primary purpose
of this study is to assess how an organisation's structures and human resource systems affect
the work culture and consequently its service quality. The study was conducted using the
National Health Insurance Scheme at Ejisu. The objectives of this study was categorised into
general and specific objectives. The general objective was to examine the organisational
structures and systems of National Health Insurance Scheme, Ejisu-Juaben Municipal and
how it impacts work culture and service quality. The sampling technique employed was the
random sampling. A total of two hundred and twenty-seven (227) were used for the study of
which a hundred and fifty (150) were clients of the scheme and seventy-seven, staff of the
scheme. Primary and secondary data were used for the study, with the primary gathered
through field survey and the secondary from the internet, books and the scheme's office. Data
analysis method used was the quantitative method. Correlation and regression analysis was
made. From the findings, it was realised that structures and systems are highly recognised by
the staff of National Health Insurance Scheme. Also the structures and systems of the scheme
are positively to their work culture but the structures and systems do not relate significantly
to on service quality and it is same with their work culture and service quality too. It was
therefore recommended that National Health Insurance Scheme introduce negotiated order to
enable other departments give helping hand to each other when the need arises. It was also
recommended that the scheme adopt appropriate culture so as to provide satisfactory service
to its clients
Description
A thesis submitted to the Department of Managerial Science,
Kwame Nkrumah University of Science and Technology
in partial fulfillment of the requirements for the degree
Of MASTER IN BUSINESS ADMINISTRATION
(MANAGEMENT AND ORGANIZATION DEVELOPMENT OPTION.