Browsing by Author "Girma, Mahlet"

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    Assessment of Inpatients’ Satisfaction on Quality of Care and Associated Factors at Zewditu Memorial Hospital, Addis Ababa
    (Addis Abeba Universty, 2015-05) Girma, Mahlet; Addisse, Mesfin (PhD)
    Background: Patient satisfaction is commonly used method to examine quality of care and health system responsiveness. Patient satisfaction and inpatient service are among the areas identified to monitor Key Performance Indicators (KPIs) in hospitals of Ethiopia. Objective: To assess inpatients’ satisfaction of the quality of care and associated factors at Zewditu memorial hospital, Addis Ababa Method: Hospital based cross sectional study design was employed to collect data from 382 respondents. Likert scale of 1-5 was used to measure state of satisfaction of the respondents to the inpatient health services. Bivariate and multivariate logistic regression analysis used to identify associated variables using SPSS version 21. Result: Overall proportion of satisfaction among the respondents was 52.7% while 20.7% were dissatisfied and 26.6% were neutral. The dissatisfaction to hospital structure variables was 68.6% while it was 44.8% to the timeliness of service. Similarly, 39.3% of the respondents were dissatisfied to the appropriateness of the service variables. The overall dissatisfaction among those who attended secondary school was 6.3 times more likely (AOR 6.3, 95% CI: 1.7-22.5) compared to those who were illiterate. Similarly, the dissatisfaction among those who stayed shorter (5-15 days) were 50% (AOR 0.5, 95% CI: 0.2-0.9) less likely compared to those who stayed more (over 16 days). Conclusion and Recommendations: Hospital structure, appropriateness and timeliness of the service as well as duration of stay in the wards are important factors influencing the satisfaction condition. It is recommended to improve services including bed and food, access to water and sanitation facility, pharmacy and diagnostic services. Also need for improving admission procedure and duration of admission.
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    Service Quality in Ethiopian Banking Industry (The Case of Zemen Bank S.C)
    (Addis Ababa University, 2014-06) Girma, Mahlet; Assefa, Teklegiorgis (Assistant Professor)
    Consumers all over the world have become more quality conscious; hence there has been an increased customer demand for higher quality service. The general objective of this study is to assess the level of service quality delivery at Zemen Bank. The focus was on the main branch of Zemen Bank located in the Addis Ababa Metropolis. The outcome of this study will enhance the Bank’s competitive position in the banking industry and ensure its survival. Convenient sampling technique was employed in the study with Statistical Package for Social Scientist (SPSS) used in the analysis. The expectations and perceptions of Zemen Bank customers were assessed under the five dimensions of SERVQUAL. It was found that all the five dimensions contributed to quality of service delivery in Zemen Bank. Comparison between the customer responses and service delivery revealed the need for Zemen bank management to work towards enhancing customer relationship management. It can be concluded from the analysis that customers were moderately satisfied with service delivery of Zemen Bank, however, the bank should work towards enhancing its service delivery in areas with a negative gap score. To ensure customer retention and improve on competiveness, Zemen Bank should regularly assess its service delivery.