Inlämning av Examensarbete / Submission of Thesis

Olusoji Daniel , pp. 75. MAM/Sektionen för Management, 2009.

The work

Författare / Author: Olusoji Daniel
Titel / Title: Perception and patient satisfaction: a case study of olabisi onabanjo university teaching hospital, Nigeria
Abstrakt Abstract:

Patients view about health care service delivery is a neglected subject in many developing countries. Patients are viewed as passive beneficiary of health care service without a voice. However, the views and opinions of patient on perception of service quality and satisfaction of health care service can assist management and policy makers in the design, implementation and evaluation of services which in turn assist to better improve and deliver qualitative health care service to the populace. This study was aimed at assessing patient perception of service quality and satisfaction with health services received at Olabisi Onabanjo university teaching hospital, Sagamu, Nigeria. A cross-sectional study was carried out at the outpatient clinics of the hospital during the study period. A total of 349 patients were interviewed using a pretested questionnaire to collect information on several dimensions of perceived quality and patient satisfaction. The data collected was analysed using SPSS statistical software. Factor analysis and multiple regressions were used to develop an 18-item scale having good reliability and validity identify. Four important dimensions of quality and satisfaction including doctor’s behavior and communication, supportive staff behavior, health infrastructure and waiting time were described. A total of 290 (83.1%) patients were satisfied with the overall service received at the hospital. The level of satisfaction was statistically significantly associated with female sex and employment status. Patient who were satisfied with the service significantly had a shorter waiting time than those not satisfied. Also patients who were satisfied with service had a longer consultation time compared with those not satisfied. In conclusion patient perception of quality and satisfaction are associated with the four important dimensions of quality. Long waiting time negatively affected satisfaction. If this is improved upon it will lead to increase patient satisfaction of health care service delivery

Ämnesord / Subject: Företagsekonomi - Business Administration\Marketing
Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Organization
Nyckelord / Keywords: satisfaction, patient, perception, health care

Publication info

Dokument id / Document id:
Program:/ Programme Master of Business Administration (MBA)
Registreringsdatum / Date of registration: 08/11/2009
Uppsatstyp / Type of thesis: Magisterarbete/Master's Thesis (60 credits)


Handledare / Supervisor: Klaus Solberg Søilen
Examinator / Examiner: Klaus Solberg Søilen
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00
Anmärkningar / Comments:

WHO liaison office No 10 Osborne road ikoyi Lagos, Nigeria +2348036591678; +2347090486687 +23414620493

Files & Access

Bifogad uppsats fil(er) / Files attached: finalsubmission mba 2009 projectfinal.pdf (474 kB, öppnas i nytt fönster)