Determinants of the Implementation of Healthcare  Projects in Kenya: A Case of Coast General Hospital,  Mombasa County, Kenya

Toyya, Iddi Suleiman; Kisimbii, Johnbosco

doi:10.24940/theijbm/2020/v8/i9/bm2009-004

Cited by 1 publication

(2 citation statements)

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“…Scholars note that all healthcare providers and programs in our country have overwhelming emphasis on quantitative aspects of service delivered (Toyya & Kisimbii, 2020;Mboro, 2020;Nyaga 2018), which means that, in a quest to meet targets, we neglect the concept of quality of care measured from the clients' point of view, which is also a right of the clients (Manyeti, 2018). Further stated that, the quality of care and the level of patient satisfaction are emerging as the core of many marketing strategies in health services to achieve a distinctive competency in ever-more competitive markets.…”

Section: During a Virtual Awards Ceremony Mombasamentioning

confidence: 99%

“…Unfortunately, most recent studies aligned to the marketing sector on the subject of outpatient service quality and patient satisfaction in the Kenyan context have focused on determinants of client satisfaction with outpatient healthcare services (Mwangi, 2015), assessment of patient satisfaction levels in a county referral hospital (Miranda A. O., 2017), relationship between service quality and operational performance of public hospitals in Mombasa (Munene, 2016), service quality practices in public hospitals . Other studies conducted on Coast General Hospital focused on determinants of the implementation of healthcare projects, use of routine health information for decision making among health workers, influence of performance management systems on the performance of public health institutions (Toyya & Kisimbii, 2020;Mboro, 2020;Nyaga 2018). Another study conducted on effects of service quality dimensions on customer satisfaction in real estate industry firms in Mombasa recommended for further study on public sector facilities in Kenya (Mutuku & Sanita, 2019).…”

Section: During a Virtual Awards Ceremony Mombasamentioning

confidence: 99%

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Influence of Outpatient Service Quality on Patient Satisfaction in Public Hospitals in Mombasa Kenya

CHIBUNGU,

MUTUKU (PhD)

2022

strategicjournals.com

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The study's main objective was to find out the influence of outpatient service quality on patient satisfaction within public hospitals in Mombasa. Data was collected from 39 different people who sought services from the level 5 facility. The research respondents were the outpatients of the hospital. A descriptive research design was used. Data was analysed in descriptive statistics which were presented by tables and Statistical Package for Social Sciences (SPSS) Version 24 software was also used. The researcher distributed 394 questionnaires to the outpatients at Coast General Teaching and Referral Hospital but only 354 questionnaires were completely filled and returned which represented a response rate of 89.8%. Based on the study analysis, it was determined that responsiveness of the hospital positively and significantly affects patient satisfaction (R=0.667; P=0.004) and an improvement of hospital responsiveness would lead to improvement in patient satisfaction significantly (β=0.127; P=0.045). Based on the study analysis, it was determined that responsiveness of the hospital positively and significantly affects patient satisfaction (R=0.667; P=0.004) and an improvement of hospital responsiveness would lead to improvement in patient satisfaction significantly (β=0.127; P=0.045). It was also determined that tangibility significantly and positively affects patient satisfaction (R=0.905; P=0.006) and improvement in tangibility would significantly contributes to the improvement of patient satisfaction (β=0.173; P=0.003). On the fourth objective, it was revealed that empathy positively and significantly affects patient satisfaction (R=0.557; P=0.001) and an improvement on empathy would lead to an improvement on patient satisfaction insignificantly (β=0.085; P=0.051). The study revealed that reliability positively and significantly affects patient satisfaction (R=0.631; P=0.000) and an improvement of reliability would significantly contribute to the patient satisfaction (R=0.631; P=0.000). The study concluded that service quality dimensions at Coast General Teaching and Referral Hospital affects patients' satisfaction and all the improvement of dimensions of service quality would lead to an improvement in patient satisfaction. The study concluded that both national and county government public sector hospitals continue upgrading the quality of health service and the process of development and modernization, especially in the area training of human resources and upgrading of staff.

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Section: During a Virtual Awards Ceremony Mombasamentioning

confidence: 99%

Section: During a Virtual Awards Ceremony Mombasamentioning

confidence: 99%