Determinants of Customer Satisfaction in Healthcare Services; A Case study of St. Paul Hospital.
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Date
2023-09-11
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Publisher
AAU
Abstract
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
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Keywords
CS, TC, IC, AV, PE, OC, Public hospital, healthcare service quality, St. Paul Hospital,