SERVICE QUALITY ASSESSMENT ON THE SELECTED ART SERVICE - PROVIDER HEALTH FACILITIES

Abstract

Ethiopia is a poor country with weak health care systems and infrastructure, so assessing the service quality in heath facility is paramount. This study explores and assesses how the service quality in the three top ranked ART-services providers’ health facility based on case load such as Zewditu, Black lion and Alert looks like or perceived. Different groups of respondent were considered to have a holistic view. The assessment was conducted based on the patients, service providers and stakeholder’s perspective. The research was conducted by using SERVQUAL model. A modified SERVQUAL model was used to assess the service quality of each health facilities. A structured questionnaire derived from SERVQUAL models with a five point likert scale was developed and distributed to the three hospital patients, service providers and significant stakeholders. The questionnaires were distributed for 216 patients, 35 service providers and 27 stakeholders based on random sampling techniques. The required data were collected back from 174 patients, 35 service providers and 27 stakeholders, there for the return rate of the response of service providers and stakeholders is 100% where as the patient is 80%. A descriptive statistical analysis based on SPSS and excel was conducted to analyzed the result and the study shows that the service quality assessment of all selected health facilities based on the five service quality dimensions majorly concentrated in normal service quality. The service quality in each health facilities was not sound enough to satisfy the customers. Moreover, there were also offsets in some service quality dimensions from the normal like the empathy related service in alert was very poor. In conclusion from the findings of the analysis all the three selected health facilities should improve their service quality from the usual normal to good or excellent level by focusing on the customers values.