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The study was assessing of Customer Satisfaction in Public Hospitals, Tanzania Case Study of Mwananyamala District Hospital which is located in Kinondoni District, Dar es Salaam. The objective of the study were firstly examine the level of customer satisfaction on public hospitals services, Also were to determine challenges facing public hospitals efforts to satisfy customer and to determine possible measures for improving customer satisfaction in public hospitals
The sample size was 70 respondents.95.7% the majority of respondents responded to the study. The study used questionnaires, observation, interviews, and documentary, publication methods to collect data. Data were analysed using statistical software package SPSS version 16.0
The researcher found that the majority of patients were dissatisfied with service offered by Mwananyamala Hospital. Based on employee perception the revealed that the government have been addressing issues of customer care but health professional should be satisfied so to provide quality services to the patient. However there have been some reforms made and policy enacted to improve health care but the study reveals that staff hospitals and patients are not satisfied with human resources issues. The findings revealed that low salary, lack of equipment, promotion, lack of succession plan, lack of health staff and poor human resources plans are still in existence.
The study recommends the government need to review the health policies, incentives issues and establish customer satisfaction at the public hospital. |
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