FACTORS AFFECTING SERVICE QUALITY: THE CASE OF GHANDI MEMORIAL HOSPITAL

Abstract

Quality in health care service delivery is key in ensuring patient satisfaction since delivering quality service has a direct influence on the customer satisfaction. The general objective was to assess factors affecting service quality in Gandhi memorial Hospital. Specifically, the study analyzed how professional competency, Medical equipment and price affect the quality of the service. The research was quantitative adopting a cross sectional descriptive research design. The target population included 338 consumers who seek medical care at GMH. The research was based on primary data acquired through an interview and questionnaire. For quantitative data, descriptive and inferential statistics were generated. Under inferential statistics correlation analysis were undertaken. Data analysis done mainly by quantitative analysis namely descriptive and inferential statistics using SPSS 25.0. The study found out that professionals’ competency, Medical equipment and price has great impact on service quality that is measured by using five dimensions namely: empathy, tangible, reliability, responsiveness and assurance.. The study recommends that Gandhi memorial hospital should construct other buildings in order to increase quality of service for clients. The health facilities should look for additional solution to minimize patient overload that could decrease. They also should make certain that responsible leadership is in place, one that promotes transparency and accountability.