The factors influencing customer satisfaction in referral and other big hospitals in Tanzania

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University of Dar es salaam
The study investigated factors influencing customer satisfaction in referral and other big hospital in Tanzania. Three specific objectives guided this study, namely, examining the relationship between the competence of the service providers, and the level of patient satisfaction, investigating the quality of the Hospital facilities, and the level; of the patient satisfaction and to seems whether there is relationship between hospital costs and the level of customer satisfaction. The qualitative and quantitative data were used to generate reliable data for the study. Primary data were collected from four regions, using structured and unstructured questionnaires and observation, including consideration of the secondary data, the research data were analyzed by using Regression analysis in SPSS package. Different variables such as cost. Hospital facilities and competence of the provider were analyzed. The overall findings revealed that all variables have significance in customer satisfaction. The study established that competence of the service provider and availability of hospital facilities are effective factors that influence customer satisfaction. The study concluded that cost, competence of the service providers and availability of hospital facilities have a significant influence on customer satisfaction and on the decision to make use of the service. Therefore, health care providers need to understand what customer were expecting from their services by conducting research, complaint analysis, customer panels and the like. The health care providers should strive to solve customers’ complaint, problems timely accordingly in order to satisfy their customers.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5T34M92)
Customes satisfaction, Quality of hospital, Level of patient, Tanzania
Mwakyusa, F.K (2008) The factors influencing customer satisfaction in referral and other big hospitals in Tanzania.Master dissertation, University of Dar es Salaam, Dar es Salaam.