Browsing by Author "Terhas Tekleslassie"

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    Determinants of Customer Satisfaction in Healthcare Services; A Case study of St. Paul Hospital.
    (AAU, 2023-09-11) Terhas Tekleslassie; Desalegn Amlaku
    CS is a key component of healthcare services since it indicates the caliber of treatment delivered and affects client outcomes and loyalty. With a focus on St. Paul Hospital specifically, the purpose of this study is to look at the factors that influence CS in the setting of a public hospital. Total 390 customers of St. Paul hospital were given questionnaires to complete in order to gather data out of which 384 did fill the questionnaire correctly. The study used the factors TC, IC, accessibility, PE, and out of care as an independent variable that may have an impact on consumer satisfaction which is a observed variable. A questionnaire is used as a data collecting tool and the data was analyzed using SPSS v20. The findings indicate that all the five independent variables are positively related with the observed variable and while the four variables that are TC, IC, AV and OC showed significant relationship with the CS, PE has shown insignificant relationship with the CS. TC was found to be the most significant out of the four significant variables whereas AV was found to be the least significant variable out of the four variables. For improving CS level, efforts must be made to work more on TC that is improving the accuracy of diagnosis, quality of nursing care, ethics of professionals and others. This study advances knowledge of CS in public hospitals, particularly in relation to St. Paul Hospital. The findings provide important information for hospital administrators, policymakers, and healthcare providers