Assessing the impact of organisational structure and systems on work culture and service quality, a case study of Ejisu National Health Insurance Scheme

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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 management 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.
A thesis submitted by Claudia Nyarko Mensah in partial fulfillment of the requirement for the degree of Masters in Business Administration (Management and Organization Development option),