Journal of Health & Medical Economics

Assessing the Effects of Medical Service Quality on Customer Satisfaction in Sher Ethiopia Hospital, Batu

This study aimed to assess the effects of medical service quality on customer satisfaction at Sher Ethiopia Hospital in Batu, Ethiopia. A cross-sectional quantitative study design was employed with a target population comprising patients who received services at the hospital. Data was collected from a sample of 285 respondents using a structured questionnaire, selected through a systematic random sampling method. Descriptive and inferential statistics were used for data analysis. The research concluded that there is a positive relationship between medical service quality and customer satisfaction at Sher Ethiopia Hospital. With moderate overall levels of service quality and customer satisfaction, all dimensions: Tangibility, reliability, responsiveness, assurance, and empathy significantly contributed to customer satisfaction. Reliability had the most substantial impact. The study's findings highlight the importance of improving service quality, particularly focusing on reliability, to enhance customer satisfaction and healthcare outcomes. Addressing tangibility and assurance aspects is also recommended, as customers expressed higher satisfaction with reliability but lower satisfaction with tangibility and assurance dimensions. These insights are valuable for healthcare managers and policymakers aiming to improve service delivery and the patient’s experience. The hospital could benefit from updating equipment, enhancing employee behavior, and boosting customer confidence in their interactions with staff. The service quality dimensions’ account for 90.2% of customer satisfaction variations, emphasizing their importance in optimizing patient satisfaction.

Author(s): Shumi Abe Ararso* and Suhyel R

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