The Effect of Customer Service on Patient Satisfaction of Public Hospitals in Addis Ababa, Ethiopia
| dc.contributor.advisor | G/Medhin, Mulugeta (PhD) | |
| dc.contributor.author | Mulushoa, Adiyam | |
| dc.date.accessioned | 2019-11-06T06:09:58Z | |
| dc.date.accessioned | 2023-11-04T14:07:59Z | |
| dc.date.available | 2019-11-06T06:09:58Z | |
| dc.date.available | 2023-11-04T14:07:59Z | |
| dc.date.issued | 2019-05 | |
| dc.description.abstract | A satisfied patient is expected to be compliant on his/ her treatment and medication leading to a better outcome; while patient satisfaction can be influenced by various factors, the service provided in a hospital can also have part on the patients’ satisfaction over all. The aim of this study was to assess the effect of customer service on patient satisfaction in public hospitals in Addis Ababa. Quantitative cross-sectional study was undertaken among 398 patients attending the outpatient department at public hospitals in Addis Ababa. The data was collected using structured questionnaire and analyzed using SPSS 21. A total of 366 were interviewed with a total response rate of 91.96%. The overall self-reported patient satisfaction was only 42.1%. Patient satisfaction was independently associated with level of education, AOR 0.238 (95% CI 0.082-0.693), having first time and 2-4 times visit detail AOR 5.488 (95%CI 1.852-16.264), AOR 3.278 (95%CI 1.178-9.118) respectively, technical quality of the service AOR 7.530 (95% CI 3.473-16.324), and competence of employees AOR 3.152 (95% CI 1.655-6.003), communication skill of employees AOR 5.216 (95% CI 2.604-10.451), timely service delivery AOR 3.963 (95% CI 1.989-7.896). The self-reported patient satisfaction was low in the study area. The study showed that patient satisfaction is influenced by customer service dimensions like technical quality service, knowledge and competence of employees, communication skill of employees, and timely service delivery. Level of education and number of visit to hospital were also found to influence patient satisfaction | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19875 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | customer service | en_US |
| dc.subject | patient satisfaction | en_US |
| dc.subject | public hospitals | en_US |
| dc.title | The Effect of Customer Service on Patient Satisfaction of Public Hospitals in Addis Ababa, Ethiopia | en_US |
| dc.type | Thesis | en_US |