Effects of Provision of Quality Service on Customer Satisfaction in Kenya’s Health Sector: A Case of Kenyatta National Hospital Surgical Department

Abstract

Quality of service has been known to be a key factor in search for sustainable competitive advantage, differentiation and excellence in the service sector. In light of this, this study attempted to identify some of the relevant quality related attributes that had an impact on patient satisfaction and quality of service at Kenyatta National Hospital. The purpose of this research was to investigate the effects of provision of quality service on customer satisfaction on Kenya‟s health sector. It employed a descriptive research design whose purpose was to describe the state of affairs as they are. The target population was staff working at KNH and patients admitted in the surgical department. Non-probability sampling approach was used in this study. Primary data was collected through interviews using, semi-structured questionnaires; with both closed and open ended questions. Content and context analysis was done on qualitative data and descriptive statistics presented in frequencies, proportions, with the charts and graphs generated from quantitative data. The study findings revealed that indeed KNH had measures in place to ensure customer satisfaction, using the dimensions of quality service in line with WHO (2010). The hospital also faces numerous challenges in provision of healthcare and the respondents suggested ways in which to improve on them. It was recommended that KNH enhances the measures that ensure customer satisfaction and also reinforce the dimensions of quality service provision and to act on improving on areas where they had challenges in order to ensure maximum benefits were achieved.