Workineh, Mesfin (PhD)Malede, Endalkachew2021-04-272023-11-042021-04-272023-11-042016-06http://etd.aau.edu.et/handle/123456789/26220Service 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 hospitalen-USService qualitycustomer satisfactionPerformanceThesis