Abstract:
Perceived health service quality and patient satisfaction are two important health indicators for
measuring health system performance, and this study was conducted to examine the effects of
health service quality on patient satisfaction in the public hospital at Amaro special Woreda. The
specific objective is to investigate the moderating role of demographic backgrounds on the
relationship between patients’ satisfaction, and the health service quality dimensions (tangibility,
reliability, responsiveness, assurance and empathy). The study used a descriptive and inferential
study, all in and out patients visiting the hospital for health service from March to April during
working hours were taken the aggregate population of 36,790, This study mainly used primary
and secondary source of data and data of collection. the collected data analyzed by using
software like statistical packages for social sciences (spss 25). Based on the study finding patient
satisfaction and dissatisfaction were analyzed and presented regarding on health service quality
and hospital service. The correlation result indicates that the five health service quality
dimensions (tangibility, reliability, responsiveness, empathy and assurance) are positively and
significantly related to patient satisfaction. in this study the demographic factors moderate the
relationship between health service quality and patient satisfaction. Health service quality is the
independent variable, demographic characteristics a moderator variable and patient satisfaction
is the dependent variable. At the same time, provider attitudes were not understudied, to get a
complete and accurate vision of health service in the public hospital at Amaro, further research is needed to cover both patient and provider view
