THESIS SUBMITTED TO THE SCHOOL OF POST GRADUATE STUDIES OF ARBA MINCH UNIVERSITY DEPARTMENT OF MANAGEMENT IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATIOn

Abstract

he main purpose of the study was to examine the effect of service quality on patient satisfaction in Chencha Primary Level Hospital. Service quality in general and its dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) would be described and their effect on patient satisfaction was to investigate. Descriptive and Explanatory research design would be used to assess service quality on patient satisfaction via SERVQUAL model. Quantitative research approach used in the study. Non-Probability (convenience sampling) technique was employed, and 384 patient (both in and out patients) respondents were involved in this research. Primary data was collected using questionnaires. The collected data was summarized and analyzed by using descriptive and inferential statistics. Thus, the main finding revealed that the level of four service quality dimension exist at favorable level in the Chencha Primary Level Hospital, except empathy dimension. Also, the results of the patients’ demographic backgrounds have no effect on perceived service quality and patients’ satisfaction. Based on the coefficients the five service quality dimensions show positive and significant relationship with the overall patient satisfaction. Based on these findings, the researcher recommended that to improve service quality to satisfy customer’s needs, hospital should pay much attention to the patient’s complaints, customer’s feedback and individual attention should be given to customers in order to better understand their needs and satisfy them. Also, there is a positive inter-correlation among the all health service quality dimensions that means positive interrelationship between service quality dimensions brings competitively and attractive service rendering presses which generate a pleasant environment towards the patient’s perception that secure client satisfaction, the assurance has statistically small effect on the health service quality in the hospital. Therefore, based on the result that the low level or effect empathy dimensions on the health service quality in case of Chencha primary Level Hospital. Therefore, the recommendation isthat the hospital management should give more attention to patients’ problems, better response to patients’ complaints, and paying special attention to their care. And also realize that the improvement of all dimensions to, which in turn results in better performance of the hospital increase patient satisfaction at their stay in the Chencha Primary Level Hospital.