Health Care Service Quality and Performance at Gandhi Memorial Hospital
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Date
2016-06
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Addis Ababa University
Abstract
Service quality is a comparison of expectations with performance. This aim may be achieved by
understanding and improving operational processes; identifying problems quickly and
systematically; establishing valid and reliable service performance measures and measuring
customer satisfaction and other performance outcomes. This study intended to address perceived
level of quality of the service provided to customers in Gandhi, Addis Ababa. The objective of
this research was to identify the factors affecting service quality in the hospital context in order
to recommend possible actions to be taken by the hospital management. The sample this study
was 384. A total of 384 questionnaires were distributed during this period. The questionnaire
was developed in English and translated into Amharic (the local language) and back translated
into English to ensure its consistency. To assess the service quality in health care, respondents
were requested on tangibility and other four factors. The result indicated that this factor
(tangibility) did not have a correlation with perceived performance of the hospital with
insignificant impact on performance. Reliability, responsiveness, assurance and empathy as
service quality were corrected to performance and had significant impost on performance. It was
understood that the hospital had a weakness on providing physical facilities, equipment, and
appearance of personnel of an organization. The limitation of the hospital was observed on
technical service facilities and made it visually not appealing. It did not have more modern
equipment and materials associated with the service that were not visually appealing. The
hospital should exert its efforts on improving the tangibility (physical facilities, equipment, and
appearance of personnel of an organization) by improving the hospital service facilities to be
visually net appealing of the hospital
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Keywords
Service quality, customer satisfaction, Performance