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Assessment of Service Quality Perception and Customer Satisfaction in Private Healthcare Organizations: A Study of AAA Healthcare Tanzania Ltd

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dc.creator Joseph, Bwiro
dc.date 2019-04-02T12:07:28Z
dc.date 2019-04-02T12:07:28Z
dc.date 2015
dc.date.accessioned 2021-05-05T08:08:17Z
dc.date.available 2021-05-05T08:08:17Z
dc.identifier http://hdl.handle.net/11192.1/2519
dc.identifier.uri http://hdl.handle.net/11192.1/2519
dc.description We, the undersigned, certify that we have read and hereby recommend for acceptance by Mzumbe University, a dissertation entitled: Assessment of Service Quality Perception and Customer Satisfaction in Private Healthcare Organizations: A Study of AAA Healthcare Tanzania Ltd, in partial fulfillment of the requirement for award of the Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University.
dc.description The link between customer satisfaction and services quality perception in the private healthcare organizations and how they affect each other has recently become a common phenomenon in the international debates on the healthcare development. Today's busy yet well-informed customers demand a health care system that accommodates their busy schedules, providing them with useful information and involving them in decision-making. The general objective of the study was to measure the quality of healthcare service and customer satisfaction in private healthcare organizations with a case study of AAR Healthcare Tanzania. This study employed both qualitative and quantitative methods for data collection. Data were collected by using self administered questionnaires, focus group discussion, in-depth interviews and documentary review. A total of 193 respondents were interviewed in this study for quantitative data; out of which 145 (75.13%) respondents were customers and 48 (24.87 %) respondents were heath care workers at AAR Healthcare clinics. During qualitative data collection, 42 (87.50 %) out of 48 healthcare workers at AAR were involved in Focus Group Discussions (FGD) and In Depth Interviews (IDs). From the findings, it was noted that 87.50% of AAR health care workers have college education which gives them an opportunity to a wider knowledge on their technical know-how in managing their customers. About 75% of AAR staffs have attended customer service training and this was complemented by 87.59% patients who reported to be satisfied by the quality of service given by AAR Health centres. Results from this study showed that 82.07% of the customers commented that there is a positive relationship between service quality and customer satisfaction. Because perception is reality therefore it was important to know what the customers perceive quality in relation to customer satisfaction.
dc.language en
dc.publisher Mzumbe university
dc.subject customer sastification management
dc.title Assessment of Service Quality Perception and Customer Satisfaction in Private Healthcare Organizations: A Study of AAA Healthcare Tanzania Ltd
dc.type Thesis


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