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 Prime Journal of Business Administration and Management = ISSN: 2251-1261

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Wangari MB

Odhiambo D

Wanjau K

 

 

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Prime Journal of Business Administration and Management

ISSN: 2251-1261. Volume 3, Issue 8, pp. 1149-1160

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Full Length Research

 

Title

Factors affecting provision of service quality in the public health sector: A case of Kenyatta national hospital

 

Author(s)

Muiruri Beth Wangari, Dickson Mark Odhiambo Anyango, and Kenneth Wanjau

 

Address(es)

Jomo Kenyatta University of Agriculture and Technology, School of Human Resource Development, P.O.Box 62000-00200, Nairobi, Kenya.

 

Accepted Date

26th August, 2013

 

Citation

Wangari MB, Odhiambo D, Wanjau K (2013). Factors affecting provision of service quality in the public health sector: A case of Kenyatta national hospital. Prim. J. Bus. Admin. Manage. 3(8): 1149-1160.

 

Abstract

In healthcare industry service quality has become an imperative in providing patient satisfaction because delivering quality service directly affects the patient’s satisfaction .The public health sector should ensure patients receive the best health services. Though there has been an attempt to improve the situation it seems not much has been achieved in raising the quality of service in public health institutions and this is compounded by limited information on the factors that ail the delivery of service quality in the public health sector in Kenya. Therefore this research study sought to investigate factors affecting provision of service quality in public health sector in Kenya with specific reference to Kenyatta Hospital. The study used a descriptive survey approach in collecting data from the respondents. The number of the respondents was 103 staff working in Kenyatta National Hospital which was 10% of the study population. The study adopted stratified random sampling since different categories of employees were targeted. A questionnaire which was self administered was used in gathering of primary and secondary data. Quantitative and qualitative techniques were used to analyze both primary and secondary data. The study established that high skilled personnel in the public health sectors influence high service quality provision, lack of investment in technology development affected the reliability, responsiveness and assurance in the delivery of health services in the hospital. Effectiveness of the communication channel used should be maintained for the satisfaction of the patient’s as this is vital to delivering service when hospital staff takes the time to answer questions of concern to patients expectation and clearly explaining the medical tests and nature of treatment and poor financial management in service organizations hindered other functions that contribute to service delivery. The study finally concludes that employees’ capacity, technology, communication channels and financial resources should be improved to enhance provision of service quality in public health sector.

Key words:
Service quality, public sector, Kenyatta National Hospital.



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