INFLUENCE OF OUTPATIENT SERVICE QUALITY ON PATIENT SATISFACTION IN PUBLIC HOSPITALS IN MOMBASA KENYA
نویسندگان
چکیده
The study’s main objective was to find out the influence of outpatient service quality on patient satisfaction within public hospitals in Mombasa. Data collected from 39 different people who sought services level 5 facility. research respondents were outpatients hospital. A descriptive design used. analysed statistics which presented by tables and Statistical Package for Social Sciences (SPSS) Version 24 software also researcher distributed 394 questionnaires at Coast General Teaching Referral Hospital but only 354 completely filled returned represented a response rate 89.8%. Based study analysis, it determined that responsiveness hospital positively significantly affects (R=0.667; P=0.004) an improvement would lead (β=0.127; P=0.045). It tangibility (R=0.905; P=0.006) contributes (β=0.173; P=0.003). On fourth objective, revealed empathy (R=0.557; P=0.001) insignificantly (β=0.085; P=0.051). reliability (R=0.631; P=0.000) contribute P=0.000). concluded dimensions patients’ all satisfaction. both national county government sector continue upgrading health process development modernization, especially area training human resources staff. Key Words: Reliability, Tangibility, Empathy, Outpatient Services, Responsiveness CITATION: Chibungu, M. M., & Mutuku, B. (2022). Influence Mombasa Kenya. Strategic Journal Business Change Management, 9 (4), 1041 – 1065.
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ژورنال
عنوان ژورنال: Strategic Journal of Business & Change Management
سال: 2022
ISSN: ['2312-9492']
DOI: https://doi.org/10.61426/sjbcm.v9i4.2467