THE EFFECTS OF HEALTH SERVICE QUALITY ON PATIENT SATISFACTION WITH MODERATING ROLE OF DEMOGRAPHIC FACTORS CASE OF A PUBLIC HOSPITAL, AMARO SPECIAL WOREDA

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