Employee Resilience, Information Inductance and Service Delivery among Private Health Insurance Providers in Uganda

Abstract

This paper assesses the relationship between employee resilience, information inductance and service delivery. Employee resilience was dimensioned by; self-reliance, personal purpose, perseverance, equanimity, flexibility/ adaptability, existential aloneness and problem solving; whereas, information inductance constituted; smoothing, biasing, focusing, filtering and gaming illegal acts. To conduct the study, a cross-sectional and descriptive research design was used against a population of 533andsample size of 491respondents determined using the Sloven (1960) sampling formula. Purposive and simple random sampling techniques were devised to collect data from respondents. Data modeling was in form of means, percentages, correlations and regression analysis, which was conducted using the Statistical Package for Social Scientist (SPSS) programme. Findings indicated a significant and positive relationship between employee resilience, information inductance and service delivery (r value = .491**, p<.01; r value = .385**, p<.01) portrayed respectively. With this, the researchers concluded that employee resilience and information inductance positively relate with service delivery. Whenever, employee resilience and or information inductance are favorable, service delivery among private health insurance providers will improve and the reverse is true. In this regard therefore, sales persons of health insurance need not to provide induced information to unnecessarily raise customer expectations, but rather be realistic if service satisfaction is to be actualized.