A Dissertation Submitted in Partial Fulfillment of the Requirements for Award of the Degree of Master in Business Administration- Corporate Management (MBA-CM) of Mzumbe University
This study was carried out at the Morogoro Referral Hospital, which is located in Morogoro municipal along old Dar es Salaam road in Morogoro Region. The intention of the study was to assess the factors influencing provision of service quality in the public health sectors in order to come up with remedial measures that will lead to better health care that meet customer’s expectations and satisfaction. The specific objectives include; assessing the influence of employee knowledge on health service delivery, evaluating the use of modern technologies on health service delivery and to assess the availability of medical supplies. The target population of this study comprised of 186 employees in Morogoro Referral Hospital. A sample of 127 respondents was taken from a population as 68% of the total population. One hundred and twenty-seven (127) questionnaires were prepared and distributed to the respondent, however, only 93 questionnaires were dully filled and handed over to the researcher. Data from the questionnaire were recorded and entered into the computer using Statistical packages for social science (SPSS) version 20 for analysis. The findings reveal that the level of professional staffs in the organization is low and there is no good ratio between the modern equipment to pa-tients in the organization. The organization experiences frequent shortages of drugs and medical supplies. The findings pointed out the main setbacks that face supply manage-ment in the organization such as; delay for Medical Store Department, communication problems between the staffs, delay time from order replacement, expired medicine in the shelves, lack of the required drugs, stock out, shortage of workers, lack of resources and supplies stock out from MSD respectively.
There is a negative relationship between factors affecting service quality in hospital and the provision of service quality in Morogoro Hospital clearly indicating that low staff’s knowledge, poor staff empowerment, ineffective quick services to customers and insuf-ficient communication channels affect delivery of service quality in the hospital as they were statistically significant with a P-Value of 0.012, 0.035, 0.0421 and 0.044 at 95% confidence level.