Assessment of Health Service Delivery and Customer Satisfaction of Menelik Ii Hospital
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Date
2016-05
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Addis Ababa University
Abstract
This study was conducted to assess the health service delivery and customer satisfaction of the
service offered to outpatients in Menelik II Hospital in Addis Abeba. A cross sectional,
descriptive study was conducted on a sample of 102 service users of the indicated hospital using
convenience samples of non- random sampling technique. Data were collected using structured
questionnaire and analyzed by SPSS windows version 20.0. Logistic regression model was also
used to examine the effect of selected variables on patients’ satisfaction with hospital services.
Among the 102 outpatients, 65.7% were satisfied with pre- medical services while 34.30% were
dissatisfied. Besides, 70.62% of the outpatients were satisfied with the overall health service
deliveries. Furthermore, 82.35% of the outpatients were also relatively satisfied with the ability
of the doctor to answer patient’s questions while 40.2% were relatively highly dissatisfied with
the information provided about the hospital services and flow. On the other hand, the overall
patients’ satisfaction towards health service deliveries has also showed statistically significant
association with the availability of drugs and laboratory test as well as with the hospital
management to solving their problems. Moreover, this study also showed that the overall
satisfaction of patients towards pre-medical services was significantly associated with that of the
satisfaction of patients towards health service deliveries. Therefore, those patients who were
dissatisfied with pre-medical services have a high tendency to be dissatisfied with hospital
services.
Key words: satisfaction, customer satisfaction, service delivery, service quality
Description
Keywords
Satisfaction, Customer satisfaction, Service delivery, Service quality