Factors influencing customers satisfaction at the accident and emergency unit in Kenyatta National Hospital , Nairobi, Kenya

Abstract

Customer satisfaction is one of the global issues that affect all organizations be it large or small, profit or non profit, global or local. An understanding of the factors influencing customer satisfaction is therefore important to any organization including hospitals. This study sought to determine the factors influencing customer satisfaction at the Accident and emergency unit of Kenyatta National Hospital. The study was carried out at the accident and emergency unit, Kenyatta national hospital among its patients and selected health care providers. The objectives of this study was to establish the influence of service quality on customer satisfaction; influence of pricing strategies on customer satisfaction; influence of quality management systems on customer satisfaction; influence of organizational culture on customer satisfaction and to determine how personal factors influence customer satisfaction at the accident and emergency unit in Kenyatta national hospital, Nairobi. The study adopted the descriptive survey design with a target population of approximately 12000 patients and 250 health care providers. A combination of purposive and scientific techniques was used to select a sample size of 468 respondents representing 458 customers and 10 health care providers. Data was collected using questionnaires whose validity and reliability had been pre- determined using a pilot study. Data collected was then analyzed by the aid of the statistical package for social sciences and Microsoft Excel computer software. Both descriptive and inferential statistics were used in description of data obtained. Descriptive statistics generated frequency and percentage distribution of the data generated while inferential statistical provided a correlation analysis of the study variables under examination. The findings of this study will be useful in policy formulation. The study findings indicated that the hospital had not attained an above average level of customer satisfaction as it is rated moderately in the aspects of quality service, organizational culture, management information systems, and pricing strategy. The findings also suggest that an increase in customer care services that are important to patients including timeliness and convenience, personal attention, reliability and dependability, employee competence and professionalism, empathy and responsiveness among others had not attained the level that the patients desired. To increase patient satisfaction, it is recommended to reinforce the current practices in use, inculcate a culture of continuous improvement among staff and training of staff on customer care aspects.