The influence of service recovery on customer satisfaction in public hospitals in Tanzania: the case of Muhimbili national hospital
| dc.contributor.author | Dushimimana, Solange | |
| dc.date.accessioned | 2019-11-28T10:56:48Z | |
| dc.date.accessioned | 2020-01-08T09:53:03Z | |
| dc.date.available | 2019-11-28T10:56:48Z | |
| dc.date.available | 2020-01-08T09:53:03Z | |
| dc.date.issued | 2014 | |
| dc.description | Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF RA971.35.T34D87) | en_US |
| dc.description.abstract | The aim of the study was to investigate the influence of service recovery on customer satisfaction in public hospitals in Tanzania through evaluating the effect of procedural justice, interactive justice and distributive justice on patient satisfaction in service recovery. It finally analyzed the level of patient satisfaction from service recovery at Muhimbili National Hospital. This study was a descriptive cross sectional study conducted at Muhimbili National Hospital on subjects of 234 respondents from four departments of general surgery, medical, maternity and paediatrics of in patients and out patients of the hospital. Data was collected from convenient sample by using a questionnaire. Data was analyzed by using descriptive statistics and linear regression of Pearson’s Product-Moment correlation coefficient analysis. The findings of the study revealed that service recovery dimensions are all at moderate level of satisfaction, and there was a strong and positive correlation between all dimensions of procedural, interactional and distributive justice of service recovery. The findings of the study revealed a significant relationship between service recovery dimensions and satisfaction. The satisfaction from service recovery was quantified at three levels of low (23.1%), moderate (26.5%) and high level of satisfaction (44.4%). These findings were in some studies consistent with the previous studies and in others showed variance. Although the majority of patients are satisfied (44.4%) by service recovery done after service failure there is also a significant number of low levels of satisfaction (23.1%) which might push forwards authorities to increase level of satisfaction in public hospitals in Tanzania. Lastly, the study recommended several strategies which public hospitals may use to improve and maintain its services recovery. These include; improving service recovery in public hospitals, providing training on service recovery and strengthening customers care | en_US |
| dc.identifier.citation | Dushimimana, S. (2014) The influence of service recovery on customer satisfaction in public hospitals in Tanzania: the case of Muhimbili national hospital, Master dissertation, University of Dar es Salaam. Dar es Salaam. | en_US |
| dc.identifier.uri | http://localhost:8080/xmlui/handle/123456789/5567 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Dar es Salaam | en_US |
| dc.subject | Consumer satisfaction | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | Hospitals | en_US |
| dc.subject | Public | en_US |
| dc.title | The influence of service recovery on customer satisfaction in public hospitals in Tanzania: the case of Muhimbili national hospital | en_US |
| dc.type | Thesis | en_US |