Strategic Interventions and Quality Service Delivery in Public Hospitals in Embu County, Kenya
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Date
2023
Authors
Nyamai, Orphar Mwende
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta university
Abstract
The right to health is a constitutional right for each citizen in Kenya. It is for this reason that the
Kenya government has made significant invested in terms of resource allocation in the health
sector. However, there exist great inequalities in accessing health care among the counties in
Kenya. Customer dissatisfaction is a characteristic feature in Kenya’s public health facilities. The
study sought to investigate the effect of Strategic Interventions on quality service delivery in
Public Health facilities in Embu County, Kenya. The specific objectives were; to examine the
effect of human resources on quality service delivery, effect of financial resources on quality
service delivery, effect of physical resources on quality service delivery and effect of information
communication technology on quality service delivery of public health facilities in Embu County.
The study used explanatory, descriptive, and cross-section research designs. The target population
was 427 employees (comprising of doctors, nurses, clinical officers, laboratory technicians, and
pharmacists) drawn from public hospitals in Embu County while the sample size was 128
employees. Proportionate random sampling and Purposive sampling technique were employed to
establish the sample for the study. Data collection was done through semi structured
questionnaire. The data was analyzed by use of descriptive and inferential statistics. The analyzed
data was presented in frequency distribution tables. From the findings, it was revealed that the
human resources, financial resources, physical resources, and information communication
technology had a positive statistical significant effect on quality service delivery in public
hospitals in Embu County. The study recommended that both county government and national
government should invest in human resources, information communication technology and
physical resources so as to improve service delivery in public hospitals in Embu County. The
study recommended that this can be applied in education sector and private organizations. Further
both national and county governments should disburse financial resources to hospital promptly
Description
This Research Project is Submitted to the School of Business,
Economics and Tourism in Partial Fulfilment of the Requirement
for the Award of Master's of Business Administration Degree
(Strategic Management Option) of Kenyatta University
Keywords
Quality Service Delivery, Public Hospitals, Embu County, Kenya