The Effects of Health Service Delivery on Patient Satisfaction: (Nekemte Public hospital)

Dame Yemane Adula


The success of any organization depends on its customers and many organizations attempt to establish strong relationship with their customers to achieve customer satisfaction. The overall objective of the study was to examine the effects of health service delivery on patient satisfaction in Nekemte Public hospital. Therefore the study tried to examine the level of customer satisfaction in the hospitals. Both qualitative and quantitative type of data was used for the purpose of the study.To achieve the objectives of this study; data was collected through structured questionnaire from a sample of 400 patients of Nekemte Public hospital. These respondents were selected using purposive sampling technique. Moreover, semi structured interview with medical, inpatient, outpatient and emergency directors was conducted to supplement data collected using questionnaire. SPSS version 20.00 software was used to process the primary data collected through questionnaire.The data collected from the questionnaire were analyzed using Statistical tools such as mean, standard deviation, correlation, and multiple regression analysis. The finding of the study indicates that all service quality dimensions (tangibility empathy, reliability, assurance and responsiveness) are positively and significantly correlated with customer satisfaction.Generally the results of multiple regression analysis indicated that, except reliability the four service quality dimensions have positive and significant influence on customer satisfaction.The result of the study indicated that the hospital didn’t provide fast service to their customers.Finally, to enhance customer satisfaction,the hospital should attempt to maintain consistent service quality at or above customers’ expectation by assessing all the service quality dimensions regularly.

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

DOI: 10.7176/JMPB/55-02

Publication date:May 31st 2019


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