In-Patients And Out-Patients Satisfaction Of Service Delivery: A Case Study Of Katutura Hospital, Windhoek

ABSTRACT

The purpose of this study was to evaluate in-patients and out-patients satisfaction of service delivery: A case study of Katutura Hospital, Windhoek. The main objectives of this research were to: identify the factors that contribute to poor service delivery at the Katutura Hospital, explore the factors affecting provision of service delivery in the public health sector, identify the service quality dimensions used by the Patients to evaluate service delivery and evaluate customer satisfaction levels for services being delivered at the Katutura Hospital. The study used quantitative and qualitative approaches using a survey technique. Questionnaires were administered to 120 employees and 30 patients at Katutura Hospital. Participants were approached to partake in the survey after work. Quantitative data from questionnaires were analyzed using the descriptive statistics with the help of data analysis software - Statistical Package for Social Sciences (SPSS). Qualitative analysis was performed to assess the views and perceptions of the respondents on service delivery by the hospital. The study made use of frequency tables, charts, graphs and pie charts obtained from the analysis using the Statistical Package for the Social Sciences (SPSS. The researcher adopted the stratified random sampling technique to select respondents as the study population was not homogeneous as it consisted of doctors, nurses, management and patients. The respondents were divided into two (2) strata in order to ensure that each was appropriately represented in the survey sample.