A Dissertation Submitted in Partial Fulfillment of the Requirements for the
Master of Business Administration (MBA-CM) of Mzumbe University
2013
ABSTRACT
The purpose of this study was to explore the extent to which workers participation
influence quality service delivery in different departments or sections of Dodoma
regional referral hospital. The study adopted a case study design which enabled the
study to triangulate the data and information. In this study, four methods of data
collection were used, namely: questionnaires, semi structured interview, focus group
discussions and documentary review from a sample of 150 respondents.
SPSS from software version 16 was used to analyze data that were collected. The
data analysis includes the use of simple description of percentages, tables and graphs.
Generally, performance or staff appraisal is the one which determines the level of
performance of section or department and eventually the hospital as a whole. As the
staff performs well, the whole section performance becomes valid.
On participation of workers, the study found that workers’ frequency of involvement
was high (42.3%) and they participated in making duty rosters. There is a strong
relationship between workers participation and quality service delivery. The more
they participate the more quality service delivery becomes. The study also revealed
that several strategies were used by the management to improve quality service
delivery such as team spirit, availability of quality working facilities, good and
conducive working environment.
The study recommends that DRRH should strive to maintain the high standard it has
in order to keep patients satisfied with the services they receive; should encourage
the staff to treat patients with courtesy and respect in line with the health sector
reforms and patient centered quality assurance; and should review the working
arrangements and procedures at different service delivery stations in order to
improve efficiency, minimize patient waiting times and provide for patient comfort.