Comparative Assessment of Healthcare Service Quality and Customer Satisfaction in Some Selected Public and Private Hospitals in Addis Ababa
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Date
2019-06
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Addis Ababa University
Abstract
Globally many researches have been made in the area of patient satisfaction and service quality, however only few of them are from Africa and particularly Ethiopia. Although there are many efforts made by the government of Ethiopia, the current state of healthcare service quality in health facilities has different types of quality related issues. The purpose of this study was to assess and compare level of healthcare service quality and customers’ satisfaction in public and private hospitals in Addis Ababa. The SERVQUAL measurement scale based on Gap Model was used on the study. Black Lion, Saint Paul, Korean and Hayat hospitals were selected for the study with a total of 400 sample size, 100 from each hospital. A descriptive research design was used and the study revealed that perceived healthcare service quality highly explains the satisfaction of customers. All the 22 variables of healthcare service quality and the satisfaction of customers were strongly positively correlated for all the hospitals under the study. Correlation of customer satisfaction with factors that are external to healthcare service quality shows that level of education of respondents has a weak negative correlation with customer satisfaction at Saint Paul hospital. Gender is significantly correlated with customer satisfaction at Hayat hospital. All the hospitals have service quality gap in all the five dimensions of service quality and Black Lion hospital has the highest (-1.84) gap compared to all the other hospitals. The least gap was observed in Korean hospital (-0.49). The level of satisfaction of customers in the hospitals was 20%, 31.63%, 73.25% and 43.56% for Black Lion, Saint Paul, Korean and Hayat hospital respectively. The findings of this study will help different stakeholders working to improve healthcare service quality by guiding where to act.
Description
A Research thesis submitted for Partial Fulfillment of the Requirements of
Masters of Business Administration in Management
Keywords
Customer Satisfaction, Healthcare Service, Service Quality