A Survey of Customer Satisfaction With the Medical Services Offered at the Kenyatta National Hospital Cancer Treatment Centre

Abstract

This study was carried out to investigate the levels of customer satisfaction with the medical services offered at the Kenyatta National Hospital Cancer Treatment Centre and to identify factors that affect customer satisfaction. The study adopted a survey design and primary data was collected by use of questionnaires as the data collection instruments to record respondent’s responses who in this study were patients and their guardians. The study was carried out with a sample size of 169 and the data obtained were analyzed using both quantitative and qualitative techniques which facilitated assessment of the factors that influence customer satisfaction at the Kenyatta National Hospital Cancer Unit. The findings of the study showed that the hospital environment, cost of medical services and the conduct of the hospital healthcare providers largely influence the level of customer satisfaction. The study concludes that attractiveness of waiting time in offering medical services has an effect on customer satisfaction and that the lesser the waiting time, the more satisfied the customers are. The hospital environment promotes positive feelings within consumers and influences positive customer satisfaction. The study also concludes that service quality in the medical centre greatly influences customer satisfaction and that customer satisfaction results from the provision of services that meet or exceed customer needs. The study finally concludes that medical service providers should act in integrity, being polite, friendly, offer personalized medical care and be interested with patient needs so as to positively influence customer satisfaction.