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http://hdl.handle.net/123456789/6053| Title: | ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMERSATISFACTION:THECASEINYEKAHEALTHCENTER,ADDIS ABABA,ETHIOPIA |
| Authors: | Engdayeh, Hele |
| Keywords: | quality,satisfaction,SERVQUA |
| Issue Date: | Mar-2021 |
| Publisher: | ST. MARY’S UNIVERSITY |
| Abstract: | Patients’satisfactionisanessentialingredientinmeasuringqualityhealthcareasit givesinsightontheworkers’progresstowardpatients’desire.Thepurposeofthisstudy wastoassesstherelationshipbetweenservicequalityandcustomersatisfactionin YekahealthcenterinAddisAbaba,Ethiopia.Ahealthfacilitybasedcross-sectionalstudy involvingbothqualitativeandquantitativemethodsofdatacollectionwereused.Atotal of288respondentswhovisitedthehealthcenterduringdatacollectionperiodwere selectedusingsystematicrandom sampling.Structuredquestionnairehasbeenusedfor datacollection.EPIDataversion3.1andSPSSversion20wereusedfordataentryand analysis.Multiplelogisticregressionhasbeenemployedtodescribeassociatedfactors andcontrolpotentialconfounders.Thefindingsofthestudyshowedthattheoverall clientsatisfactionlevelwiththehealthservicesrenderedatthehealthcenterwas59%. Resultsoftheanalysisrevealedthattheperceivedqualityabilityofthehealthcenterwas significantlyaffectedbythelongerwaitingtimes,inadequateattentioninidentifyingand addressinguniquepatientneedsandlackofsufficientstaffempathyinattendingto patientneeds.Lackofdrugsandsupplies,poorinformationprovision,longwaitingtime, VIII poorcleanliness,lackofprivacyandinadequatevisitinghours,werefoundtobethe majorcausesofdissatisfaction.Overall,therewasanegativegapscoreforthefive servicequalitydimensionswhichimpliedthatpatients’expectationfortheperceived qualityofserviceswasnotmet.Therefore,thehealthcentermanagementshould understandtheseweakserviceareasandplanforabetterservicedelivery. |
| URI: | . http://hdl.handle.net/123456789/6053 |
| Appears in Collections: | Business Administration |
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