http://hdl.handle.net/123456789/6053
DC Field | Value | Language |
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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 |
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