A survey of customer satisfaction levels in private hospitals in Nairobi : a case of selected private hospitals

Abstract

The main purpose of this study was to evaluate customer satisfaction levels in private hospitals within Nairobi whereby the study focused on 10 private hospitals out of a population of 40.The total hospital population in Kenya is estimated to be about 400 hospitals, both private and public with Nairobi taking the lead. Due to pressure on facilities in public hospitals especially during the 80s, the private hospitals began to supplement them and up to date they have grown in numbers as evidenced by patient turnover and volumes of hospital bills processed at any given year. As outlined in chapter two of this research, satisfaction is the outcome of customers' evaluation of a service and can be represented in a continuum from (extreme) delight to (extreme) dissatisfaction, thus expectations and indeed perceptions are key components in delivering quality service. The overall impression of customer satisfaction rating in private hospitals scored relatively high with 60.4 % of the respondents showing that they were satisfied with the services. Most of the hospitals met customer's expectations before and after visiting the facilities and repeat customers showed a higher satisfaction rating compared to the first comers. Most hospitals had to re-examine how they treated the patients with disability as this aspect attracted a high rating on importance but scored lowly on satisfaction rating. In handling complaints and suggestions most customers were happy with the way complaints were handled. The research recommends having special facilities for the disabled in almost all facilities as this area has been disregarded by most of them. Installation of suggestion boxes was identified as the most attractive way of handling feedback. For further research the study suggests carrying out