Effect of Employee Satisfaction on Client Satisfaction in Public Health Centers of Addis Ababa
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Date
2022-06
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Addis Ababa University
Abstract
This study aims to assess at what level employee satisfaction affects client satisfaction in the health centers of Addis Ababa City Administration from April 2022 to June 2022. Data was collected by self-administered questionnaire for employee and interview using structured questionnaire for the clients from a total 1128 participants with 564 employ and 564 clients in selected health centers of Addis Ababa City Adminstration. The data analysis was done based on the descriptive and regression analysis using SPSS version 20. The result showed that the employ (health care worker) satisfaction was relative low compared to other hospital level studies in some part of the country. It has significant impact on the client satisfaction. In addition clients‟ income, age, educational status, marital status and occupational status were factors that affect client‟s satisfaction level on the health care service. Elders and literates were less satisfied and those with better income were better in satisfaction. Singles and separated clients were less satisfied compared to married ones. From the finding of this study, the investigator concludes that significant proportion of health care workers working in the health center of Addis Ababa city administration was no satisfied on their job. Similarly significant proportion of clients who got service in the same health centers during the study period. Employ (health care workers) satisfaction highly affects the client satisfaction level. Employs have less satisfaction score with payment and incentive (salary, development opportunity, medical insurance, and fairness of incentives). Improving the payment and incentive including the process will solve significant proportion of the problem.
Key words: Employ Satisfaction, Health Care Quality, Client satisfaction, and Health Care Workers