Effect of Service Delivery on Patient Satisfaction in Case of Nekemte Referral Hospital, East Wollega, Oromia Region of Ethiopia

Temesgen Desta Tolessa


The purpose of the study was to investigate the effect of public health service delivery on patient satisfaction in case of Nekemte Referral Hospital. This study has employed explanatory research design in order to estimate the cause effect relation of public health service delivery on patient satisfaction. Also it was designed to evaluate the relationship between public health service delivery and patient satisfaction. In order to meet the objective, the researcher has used stratified sampling techniques and 327 participants were selected. The five type Likert scale questionnaires was the main data gathering tool. The collected data have been analyzed using mean, standard deviation; correlation and multiple regression analysis. The R square result of the model has shown that all the explanatory variables have significantly explained patient satisfaction and from these explanatory variables the reliability was found to be the main predictor of patient satisfaction in the study area. The correlation coefficient finding has shown that the three explanatory variables (responsiveness, reliability and assurance) have strong and positive relation with patient satisfaction in the study area. As per the descriptive report finding patient satisfaction, responsiveness and empathy were recorded as less mean scoreless, which shows there was poor practices of responsiveness and empathy in the study area. Therefore, the employees of Nekemte Referral Hospital should improve their practices concerning responsiveness & empathy for better patient satisfaction by developing strategy & tactics to narrow their gap concerning responsiveness and empathy practices in the study area.

Keywords: Assurance, Empathy, Reliability, Responsiveness and Patient Satisfaction

DOI: 10.7176/IEL/11-2-02

Publication date:June 30th 2021

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ISSN (Paper)2224-6096 ISSN (Online)2225-0581

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