Healthcare service delivery and customer satisfaction: insight from government hospitals in Fiji

2011 ◽  
Vol 3 (3) ◽  
pp. 323
Author(s):  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Healthcare Service ◽  
Government Hospitals

Comparative study on patient satisfaction on healthcare service delivery in selected private and government hospitals

2020 ◽  
Vol 30 ◽  
pp. 47-51
Author(s):  
Christian Jay S. Orte ◽  
Regie A. Bautista ◽  
Carlo Bryan Borrico ◽  
Junefaith Elese C. Neo ◽  
Aristotle M. Parico ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Service Delivery ◽  
Comparative Study ◽  
Healthcare Service ◽  
Government Hospitals

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals DRIVERS, INHIBITORS AND IMPLICATIONS OF EFFECTIVE COMPLAINT MANAGEMENT AMONG HEALTHCARE INSTITUTION IN AN EMERGING ECONOMY: A CASE OF THE UNIVERSITY OF GHANA HOSPITAL.

2021 ◽  
Vol 1 (2) ◽  
pp. 1-18
Author(s):  
Joseph Acheampong ◽  
Kwame Domfeh
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Leadership Style ◽  
Customer Loyalty ◽  
Healthcare Service ◽  
Qualitative Methodology ◽  
Service Providers ◽  
Customer Retention ◽  
Structured Interviews ◽  
Complaint Management

Purpose: Complaint Management (CM) is significant in improving the quality of healthcare service delivery. There is a dearth of knowledge regarding CM in healthcare service in Ghana. This paper aims at exploring the drivers, inhibitors, implications and influence of leadership on effective CM in healthcare service delivery. Methodology: A qualitative methodology was used. Data were collected through in-depth semi-structured interviews with 20 purposively selected informants. Data were transcribed and analysed thematically. Findings: The evidence suggests that there are some notable drivers, inhibitors, and implications of CM in healthcare service delivery. The study found that customer complaint, customer satisfaction, customer feedback, customer loyalty, customer retention, quality assurance, competitive advantage, compensation, culture, and speedy recovery are the drivers to effective CM in healthcare service delivery. However, regarding the factors that inhibit effective CM in healthcare service delivery, the study found insufficient skilled personnel, inadequate technology, lack of infrastructure, inadequate resources/funds and lack of oversight responsibility or control, lack of accountability, unresponsiveness, and unacceptance of mistakes/complaint. The study provides insight that effective CM has significant implications on customer satisfaction, customer loyalty, customer retention/commitment, institutional reputation/image, organisational performance, profitability, and good staff attitude. The results of the research corroborate the perception that leadership style influences the effectiveness of CM in healthcare service delivery. Recommendation: The study strongly recommend the establishment of CM department with the requisite logistics and accessories to promote effective handling of complaint. Additionally, it endorses training programmes on building strategies to enhance effective CM which will go a long way toward allowing service providers to form strong emotional bonds with their patients. The focus of such a program should be on instilling in frontline staff who deal with disgruntled/dissatisfied customers the necessity of adopting the study's findings into their complaint handling process.

scholarly journals Conundrum of bureaucratic processes and healthcare service delivery in government hospitals in Nigeria

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Owolabi Lateef Kuye ◽  
Olusegun Emmanuel Akinwale
Keyword(s):  
Health Care ◽  
Quality Of Service ◽  
Service Delivery ◽  
Healthcare Service ◽  
Health Care Facilities ◽  
Public Hospitals ◽  
Quality Service ◽  
Content Type ◽  
Government Hospitals

Purpose Bureaucracy to a large extent entrenches orderliness and productive means of achieving goals in both public and private organisations across the world. However, bureaucracy is not suitable in the management of hospitals due to its peculiar nature of operations. This study investigates the conundrum of bureaucratic processes and health-care service delivery in government hospitals in Nigeria. Design/methodology/approach The study surveyed 600 outpatients and attendees visiting tertiary and government hospitals in Nigeria using descriptive design to obtained data from the respondents. A research instrument, questionnaire, was used to gather data. Out of the 600 outpatients visiting the 20 hospitals in government and tertiary hospitals, 494 responses were returned from the attendees. The study employed random sampling strategy to collect the information. Findings The findings of this study were that service delivery in government hospitals were in adverse position on all the four constructs of bureaucratic dimensions as against quality of service delivery in hospitals in Nigeria. It discovered that bureaucratic impersonality cannot impact on the quality of service delivery in government hospitals in Nigeria. Separation and division of labour among health workers have no significant effect on quality service delivery in government hospitals. Formal rules and regulations (administrative procedure, rules, and policies) prevent quality service delivery in government hospitals in Nigeria. Also, patient’s waiting time was not significant to the quality of service delivery in government hospitals. Research limitations/implications The results are constrained with dimensions of bureaucratic processes. Thus, the implication of this study is that bureaucracy in the Nigerian public hospitals is an unnecessary marriage which should be carefully separated and de-emphasised for quality service delivery in the hospitals to thrive. Practical implications Largely, this study is practical essential as it unearths the irrelevant operations procedure that hinder progress in Nigerian hospitals. Originality/value The study accomplishes recognised importance to survey how bureaucracy impedes quality service delivery in government hospitals. This study has provided a vital clue to elements that will bring rapid attention to patients’outcome in Nigerian hospitals and health-care facilities which hitherto has not been emphasised. The study has contributed to the existing body of knowledge associated to healthcare service quality in developing country.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

scholarly journals Assessment of Customer Satisfaction as an Element Deciding About Enterprise's Competitiveness

2018 ◽  
Vol 1 (1) ◽  
pp. 657-664 ◽  
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Satisfaction Index ◽  
Goods And Services ◽  
Individual Determinants ◽  
Quality Design ◽  
High Level ◽  
Enterprise's Competitiveness ◽  
Research Service

Abstract Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.

scholarly journals Efforts and Challenges to Ensure Continuity of Mental Healthcare Service Delivery in a Low Resource Settings During COVID-19 Pandemic—A Case of a Kenyan Referral Hospital

2021 ◽  
Vol 11 ◽  
Author(s):  
Edith Kwobah ◽  
Florence Jaguga ◽  
Kiptoo Robert ◽  
Elias Ndolo ◽  
Jane Kariuki
Keyword(s):  
Mental Health ◽  
Primary Care ◽  
Health Care ◽  
Service Delivery ◽  
Mental Health Care ◽  
Healthcare Service ◽  
Healthcare Delivery ◽  
Mental Healthcare ◽  
Referral Hospital ◽  
Number Of Patients

The rising number of patients with Covid-19 as well as the infection control measures have affected healthcare service delivery, including mental healthcare. Mental healthcare delivery in low and middle income countries where resources were already limited are likely to be affected more during this pandemic. This paper describes the efforts of ensuring mental healthcare delivery is continued in a referral hospital in Kenya, Moi Teaching and Referral hospital, as well as the challenges faced. These efforts are guided by the interim guidelines developed by the Kenyan ministry of health. Some of the adjustments described includes reducing number of patients admitted, shortening the stay in the inpatient setting, using outdoors for therapy to promote physical distancing, utilization of electronic platforms for family therapy sessions, strengthening outpatient services, and supporting primary care workers to deliver mental health care services. Some of the challenges include limited ability to move about, declining ability for patients to pay out of pocket due to the economic challenges brought about by measures to control Covid-19, limited drug supplies in primary care facilities, inability to fully implement telehealth due to connectivity issues and stigma for mental health which results in poor social support for the mentally ill patients. It is clear that current pandemic has jeopardized the continuity of usual mental healthcare in many settings. This has brought to sharp focus the need to decentralize mental health care and promote community based services. Meanwhile, there is need to explore feasible alternatives to ensure continuity of care.

Integrating Human Rights, Equity, and Social Justice in Health Policies in America and Nigeria

2021 ◽  
pp. 454-472
Author(s):  
Augustine Nduka Eneanya
Keyword(s):  
Human Rights ◽  
Social Justice ◽  
Service Delivery ◽  
Healthcare Service ◽  
Critical Case ◽  
Healthcare Delivery ◽  
Health Policies ◽  
Journal Articles ◽  
Secondary Sources

Persisting absence of human rights, widening inequality, and social justice in healthcare delivery systems within and between countries present significant challenges to the focus and practice of contemporary public health. This chapter compares how cases of human rights, equity, and social justice are integrated in America's and Nigeria's healthcare policies. Qualitative research and case study design were adopted. Data were collected from secondary sources, such as reviewed literature, textbooks, journal articles, government reports, and internet. Content and critical case studies analysis methods were utilized to analyze, explain, and compare America's and Nigeria's health policies. Findings reveal absence of human rights, equity, and social justice among sub-groups in healthcare service delivery in America and Nigeria. The chapter concludes by suggesting that human rights, equity, and social justice should be integrated into health policies of America and Nigeria in order to make access to healthcare service delivery a right for citizens.

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