Assessment of factors influencing customer satisfaction in the public hospitals in Tanzania: a case of Mwananyamala referral hospital

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University of Dar es Salaam
The study assessed the factors affecting customer satisfaction in public hospitals in Tanzania. The study is guided by four objectives: To examine the extent to which quality service delivery, adequacy and performance of available doctors and nurses, cost of healthcare service provision, adequacy and quality of facilities as well as medicines influence customer satisfaction. The study used both quantitative and qualitative designs in data collection and analysis. The study used a sample size of 70 respondents who were conveniently sampled from Mwananyamala Referral Hospital (MRH). Questionnaire, interview and documentary reviews were used to collect data. SPSS was used to calculate frequencies, percentages, mean and standard deviation for the study findings. The study it was found that, quality of service delivery in MRH and performance of Doctors and nurses were inadequate, In addition to that, it was revealed that costs charged for medicines are not fair. The costs are related to registration and diagnosis. In that light it was reported that those costs could not be met by every patient attending the hospital. Furthermore, it was revealed that there are inadequate modern diagnosis facilities at MRH. The study recommends that public hospitals should start offering its staff with customer care skills in order to help them increase their service delivery. The government should also strive to maintain high standard in healthcare provision in order to keep patients satisfied with the services they receive. The government should strive to increase the availability of facilities and medicines in MRH in order to boost healthcare provision in the hospital. Finally, the government and MRH should encourage the staff to treat patients with courtesy and respect in line with the provision of healthcare.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark ( THS EAF HF5415.335.T34Z82)
Customer satisfaction, Consumer satisfaction, Public health, Hospitals, Public, Mwananyamala Referal Hospital, Tanzania
Zuberi, S (2015) Assessment of factors influencing customer satisfaction in the public hospitals in Tanzania: a case of Mwananyamala referral hospital, Master dissertation, University of Dar es Salaam