Understanding quality of service in a delayed gratification situation: The case of social security providers in Tanzania

This article looks at five quality of service dimensions (reliability, responsiveness, assurance, empathy, and tangibility) in a delayed gratification situation in the public sector in a developing economy. Using four formal social security service providers (SSSPs) in Tanzania, it examines members' familiarity with, and expectations and perceptions about, social security services. Through focus group discussions and an adapted servqual instrument, it is found that familiarity is lowest among older members, that members expect more information about benefits, and perceive negative disconformities for cash benefits but positive disconformities for medical benefits. The findings suggest that SSSPs must continually enhance familiarity, offer proactive and repeated assurances to members, and realize improvements in the processing and adequacy of benefits.