Browsing by Author "Nardos Lemma Mengistu"

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    The Effect of Health Service Delivery Quality on Patients Satisfaction: The Case of Black Lion and Zewditu Memorial Hospital
    (A.A.U, 2024-06-26) Nardos Lemma Mengistu; Tilahun Teklu
    This study examines the effect of hospital service delivery quality on patients’ satisfaction in Black Lion and Zewditu Memorial hospitals in Addis Ababa. A quantitative research approach is used with Multiple Regression analysis as the main data analysis technique to analyze data collected through a self-administered questionnaire distributed to out-patients of Black Lion and Zewditu Memorial Hospitals. Patient perception of hospital service quality was measured using the SERVPERF model. The findings of this study indicate that hospital service quality significantly affects patient satisfaction in these hospitals. From the service quality dimensions, the highest positive significance is from Responsiveness, followed by Empathy, assurance, reliability, and tangibles in descending order. Patients are unsatisfied most of the time and Service quality is not tangible and responsive enough