Factors affecting Healthcare Service Quality and Performance at Yanet Surgical and Internal Medicine Centre

Abstract

Quality in health care service delivery is key in ensuring patient satisfaction since delivering quality service has a direct influence on the customer satisfaction. To gather and analyze primary data, the researcher utilized both descriptive and explanatory study design together with quantitative research approaches. The general objective was to assess factors affecting service quality in Yanet Surgical and Internal Medicine Centre. Specifically, the study analyzed how employee professional competency, application of modern technology and service price affect the quality of the service. The research was quantitative adopting a cross sectional descriptive research design. The target population included 400 consumers who seek medical care at YSIMC. The research was based on primary data acquired through questionnaire. For quantitative data, descriptive and inferential statistics were generated. Under inferential statistics correlation analysis were undertaken. Data analysis done mainly by quantitative analysis namely descriptive and inferential statistics using SPSS 23.0. The study found out that Employees professionals competency, application of modern technology and service price has great impact on service quality that is measured by using three dimensions namely: reliability, responsiveness and empathy. The study recommends that Yanet Surgical and Internal Medicine Centre should keep on providing its quality health service and more over should invest more on application of modern technology and improving professional capacity of its employees.