Background <p>The National Health Insurance Scheme was introduced in 2005 to ensure healthcare coverage for all Nigerians. Though the scheme has rendered healthcare services to enrollees estimated at a Little over 5% of the country’s population of over 200 million people, available records suggest that some factors prevent the scheme from providing satisfactory services to the enrollees and achieving its objectives.</p> Objectives <p>This study explored factors related to enrollees’ satisfaction and dissatisfaction with services received under the National Health Insurance Scheme by federal workers.</p> Methods <p>Twenty participants were purposively selected from two health facilities affiliated with the National Health Insurance Scheme in Ebonyi State. Data were collected using in-depth interviews and were analysed thematically with the use of NVivo 12.</p> <p>Findings.</p> <p>The study found that the cost of drugs and treatment, waiting time, attitudes of health personnel, quality of services received, drug availability, adequacy of personnel, working materials, the environment, proximity of health facilities, knowledge of NHIS among enrollees, and the number of dependents covered by each registration were possible factors associated with the satisfaction or dissatisfaction with the NHIS among the enrollees.</p> Conclusion <p>There is a need for improved services by healthcare providers to encourage more and regular utilisation of the scheme by enrollees. There should be routine training of the staff of the facilities on how best to serve the enrollees. As members of the medical team, social workers should advocate for improved services to the enrollees and create more awareness for them on the benefits package of the scheme and their rights as enrollees.</p> Implication <p>Expanding the number of dependents covered by NHIS, especially for principal beneficiaries with large family sizes, will improve the scheme and increase the satisfaction level of enrollees.</p>