| DC Field | Value | Language |
|---|
| dc.contributor.author | Engdayeh, Hele | - |
| dc.date.accessioned | 2021-08-10T07:39:28Z | - |
| dc.date.available | 2021-08-10T07:39:28Z | - |
| dc.date.issued | 2021-03 | - |
| dc.identifier.uri | . | - |
| dc.identifier.uri | http://hdl.handle.net/123456789/6053 | - |
| dc.description.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. | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | ST. MARY’S UNIVERSITY | en_US |
| dc.subject | quality,satisfaction,SERVQUA | en_US |
| dc.title | ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMERSATISFACTION:THECASEINYEKAHEALTHCENTER,ADDIS ABABA,ETHIOPIA | en_US |
| dc.type | Thesis | en_US |
| Appears in Collections: | Business Administration
|
