Analyzing the Views of the Nomadic on the Quality of Social Insurance Fund of Villagers and Tribes Services(Case Study: Chaghakhor Village of Chaharmahal and Bakhtiari Province)

Problem Statement:

 Social insurance enjoys guarantee and security in social life. As the tribal community is constantly confronted with challenges, risk conditions and vulnerabilities, insurance and insurance services in these areas have a special place so that, like some countries, with the implementation of an efficient social insurance system, some of these challenges can be addressed. But, this requires progress, survival, and staying on stage, understanding customers' needs and satisfying them.

The purpose of this study was to analyze the views of the tribes of Choghakhor (Chaharmahal and Bakhtiari province) on the quality of services provided by the Social Insurance Fund for villagers and tribes.

In this descriptive-analytical survey, 450 members of the Nomads of Chaghakhor ruraldistrict, which are members of the Social Insurance Fund for Villagers and Nomads. Using Cochran's formula, 188 of them were selected as the sample size. The data obtained from the SERVQUAL model questionnaire were analyzed by two-way t-test. The Friedman test was used to determine the degree of significance, and the Tukey post hoc test was used to determine the accuracy of mean differences and spatial analysis.
Findings and

The results showed that there is a gap between the current and the expected situation of the insured in all dimensions, except for tangible factors with a positive value (t=+0/12). The highest gap was in confidence level (t=-0/94), and then in response dimensions (t=-0/86), reliability (t=-0.46), and empathy (t=-0/09). Meanwhile, the reliability dimensions with the average of 0.36 and tangible factors with an average of 0.66 had respectively the highest and lowest significance for the insured. The results showed that the insured’s expectations of quality of service were higher than their perceptions and their satisfaction with the services was evaluated at the moderate level.

Innovation: 

The SERVQUAL model has been used more to evaluate the performance of governmental and non-governmental organizations such as hospitals, banks, offices, and universities, and has been less applied to nomadic environments and the performance of nomadic government agencies. So, such studies on nomadic communities are necessary. Given these interpretations, since no research has been conducted on the quality of services provided by the Social Insurance Fund in the context of the Chaharmahal and Bakhtiari tribal community, the present article attempts to discuss this issue and present solutions to the existing bottlenecks, and this demonstrates the innovation of the current research.