AN ASSESSEMENT OF QUALITY HEALTH CARE DELIVERY SERVICE AND CUSTOMER SATISFACTION IN ALERT GENERAL HOSPITAL, ADDIS ABABA

Abstract

This study was conducted to assess the health service delivery and customer satisfaction of service offered to outpatient in Alert Hospital in Addis Ababa. The study was conducted on a sample of 221 services users. In order to assess the quality and effectiveness of service provided by the Government in Hospitals, a quantitative study was conducted among the out-patients to find out the association between patients expectations and perceptions towards health services quality provided in the hospital by Doctors, nurse/medical assistant and available infrastructures. Data were collected through as self-administered questionnaire distributed to outpatients in the Alert General Hospitals. To analyses the collected data, SPSS version20 for windows used. From the result findings, here was a significantly difference between expectations & perceptions was found in the urgency dimension specifically in patient room comfort ability and the lowest difference was in tangibility domain specifically Doctor’s\nurses service quality. This study demonstrated that patient expectations were higher than their perception in there five out of five dimensions in the Hospital service quality. The Logistic regression showed that Tangibility, Reliability and Assurance are the domains that have significant relation with satisfaction.