Browsing by Author "Lema, Richard Seth Massana"

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    Factors influencing customers’ perception of the present private hospitals’ physical environment quality and customers’ satisfaction in Tanzania: a case of Massana hospital, Dar es Salaam Tanzania
    (University of Dar es Salaam, 2014) Lema, Richard Seth Massana
    Health care plays a significant role in well being and development of any country worldwide. This study was done in Massana Hospital, Dar es Salaam Tanzania as a case study of private health facility with the general objective of examining factors influencing customers’ perception of the emerging private hospital’s physical environment quality and customers’ satisfaction. Quantitative and qualitative approaches were used to generate data. A five- point Likert’s scale ranging from “strongly agree” to “strongly disagree” was used to measure customer satisfaction. Quantitative data were processed and analyzed into frequencies and percentages. External physical environmental which included; external appearance, presence of garden, parking space, cleanliness of sewage channels, presence of canteen services and accessibility were used to assess customers perception and satisfaction. All components were rated as average by respondents except for parking space which was unsatisfactory. Accessibility scored highest (88%) but neighbourhood environment was rated as unsatisfactory due to too much noise. Hospital internal physical environment was assessed on appearance of reception equipment and facilities which ranged from positive appreciation to strong satisfaction indicated by over 50% score in each case. Over 55% of respondents were satisfied with Out patient and In patient departments physical environment and services delivery. The study concluded that there is an overall positive relationship between customer satisfaction, physical environment and customer’s perception of services rendered by emerging private hospitals.