A Dissertation submitted in Partial fulfillment of the Requirement for the Award of
the Degree of Master of Business Administration ( MBA-Corporate Management)
of Mzumbe University
Patient satisfaction is a key criterion by which the quality of health care services is
evaluated. Patient perceptions of quality are often influenced by their interaction with
the health provider. However, patient satisfaction in health services seems to have
been largely ignored by health care providers in developing countries. Thus, the main
objective of this study was to assess clients’ perception towards HIV/AIDS services
offered in selected facilities in Mwanza region.
A cross sectional study was carried out in three out of seven districts found in
Mwanza region namely Nyamagana, Misungwi, and Kwimba in Mwanza region
which have at least one government and private hospital which provide HIV/AIDS
care services where 374 clients were interviewed. Government hospitals that were
included were Nyamagana, Misungwi and Ngudu hospitals in Nyamagana, Misungwi
and Kwimba districts respectively. For private hospitals: Hindu, Bukumbi and Sumve
Hospitals for Nyamagana, Misungwi and Kwimba respectively were included.
The findings showed that in the public health facilities all respondents (100%) were
overall satisfied while in the private facility, about 1.7% was not satisfied. Main
reason for dissatisfaction was drug shortage.
In general, the clients identified problems in both health facilities for different aspects
of care, especially in the areas of tangibles, which focused on up-to-date equipment,
visually appealing facilities, well dressed employees and facilities matching the
services they provide, which got the worst rating.