Does Work Environment Matter in Catering Services? Effect of Work Environment on Inpatients Satisfaction with Food Services in Kiambu County Hospitals
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Date
2022
Authors
Nduta, Waithaka Veronicah
Khayiya, Rosemarie
Kinuthia, Teresa
Journal Title
Journal ISSN
Volume Title
Publisher
Full Length Research
Abstract
The modern business environment is
characterised by cutthroat competition,
advancement in technology and more
enlightened customers who demand
quality merchandises and amenities from
the firm. In the wake of this information,
consumers are aware of their rights for
quality services. Consequently, business
managers must adopt high quality
customer service practices to propel the
business growth agenda and remain
competitive. In the last decade, health
service delivery in Kenya has been
associated with patient negligence, lack of
adequate drugs in hospitals, unwarranted
deaths, poor sanitation, and inadequate
facilities such as beds and
misappropriation of funds. Other
challenges include inadequate human
capital, lack of proper policies on
healthcare management, inadequate health
infrastructure, and lack of commitment
from the County governments to improve
services. This study sought to establish the
effect of work environment on inpatient
satisfaction with food services in Kiambu
County hospitals. The study was anchored
on the expectancy theory. The research
design adopted was descriptive survey
design. The target population for this study
was 1074 respondents drawn from the
management staff and catering employees
of level four and five hospitals in Kiambu
County, from which stratified random
selection was used to select a sample of
283 respondents. Primary data was
collected through a semi structured
questionnaire and observations. Both
descriptive statistics and inferential
analysis were utilised in data analysis.
Inferential analysis was conducted through
correlation and multiple regression
analysis. The study found that work
environment had a strong positive
correlation with inpatient satisfaction. In
addition, work environment had positive
significant effect on inpatient satisfaction
with food services in Kiambu County
hospitals. The study thus recommends that
hospitals should improve their work
environment by ensuring work-life balance
and providing a wider work space to help
employees work efficiently
Description
Article
Keywords
Work environment, Inpatient satisfaction, Catering services
Citation
Waithaka, V. N., Khayiya, R., & Kinuthia, T. (2022). Does work environment matter in catering services? Effect of work environment on inpatients satisfaction with food services in Kiambu county hospitals. International Academic Journal of Arts and Humanities, 1(2), 410-425.