The Effect of Service Quality on Customer Satisfaction at St. Joseph Referral Hospital-Peramiho, Tanzania

Abstract

This study was carried out to assess the effect of service quality on customer satisfaction in health sector. The specific objectives of the study were to examine the effect of tangibility as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to find out the effect of reliability as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to examine the effect of responsiveness as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho, to examine the effect of assurance as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho and to examine the effect of empathy as a service quality dimension on customer satisfaction at St. Joseph referral hospital-Peramiho. The study used simple random sampling to select 123 respondents whereas data were solicited through questionnaire. Data were analysed using Structural equation model (SEM). The study found that tangibility has significant effect on customers’ satisfaction at St. Joseph referral hospital-Peramiho. The tangible elements of a healthcare service include the physical facilities, equipment, and appearance of healthcare professionals. The study also found that service quality reliability has significant effect on customers’ satisfaction. Likewise, the study indicated that service quality responsiveness has significant effect on customers’ satisfaction. Health services at St. Joseph referral hospital-Peramiho are unique in that they often involve people seeking assistance during times of vulnerability, uncertainty, and distress. The study concluded that all attributes have strong and positive associations with their respective observed items. The study recommended that the management of hospital should continue enhance these attributes of service quality so as to continue satisfying the customers who are the patients.