Service Quality Dimension in Health Care Service Delivery: The Case for Healthstrat in Kenya
Science Journal of Business and Management
Volume 3, Issue 5, October 2015, Pages: 164-174
Received: Aug. 5, 2015; Accepted: Aug. 13, 2015; Published: Aug. 21, 2015
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Authors
Janet Mukami Mugambi, School of Business Studies, University of Nairobi, Nairobi, Kenya
Zipporah N. Kiruthu, School of Business Studies, University of Nairobi, Nairobi, Kenya
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Abstract
The main objective of this study was to investigate service quality dimension in health care service delivery, the case for Healthstrat. In doing so, the study adopted the following objectives: to investigate the factors that determine service delivery at Healthstrat, to investigate the customers’ service expectations at Healthstrat and to determine the impact of service delivery mechanism on service quality. The study was guided by the SERVQUAL model which was made of ten dimensions of service quality when created; tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer, and access, but later on these dimensions were reduced to five because some dimensions were overlapping (communication, credibility, security, competence, courtesy, understanding customers and access) and they included, Tangibles- physical facilities, equipment, and staff appearance. The study adopted a descriptive research design method. The target population of this study consisted of all the 98 employees working at the hospitals that Healthstrat supports and a sample size of 30 employees was considered. The study used primary data collected through a structured questionnaire. Data was analysis using statistical package for social sciences. Descriptive statistics such as mean, standard deviation were generated. The study found out that service quality as perceived by customers is as a result of how well service matches expectations. Secondly that service quality was determined by two dimensions, namely; expectations and experience and each of these dimensions had underlying factors. Thirdly, five factors determined the outcome of service quality which is used by the customers to complete judgement during service delivery, namely; tangibles, reliability, responsiveness, assurance and empathy. The study recommends that participants mentioned the staff to be the focus of improvement based on the fact that it’s the service staff that actually operationalizes service quality standards and more importantly it’s during the service encounter where the customer forms the last judgements on service quality
Keywords
Service Quality, Healthstrat, SERVQUAL Model, Service Delivery
To cite this article
Janet Mukami Mugambi, Zipporah N. Kiruthu, Service Quality Dimension in Health Care Service Delivery: The Case for Healthstrat in Kenya, Science Journal of Business and Management. Vol. 3, No. 5, 2015, pp. 164-174. doi: 10.11648/j.sjbm.20150305.15
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