Identifying the determinants of customer satisfaction of the occupational therapy services at Katutura State Hospital
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Date
2016
Authors
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Publisher
University of Namibia
Abstract
Patients' satisfaction is important in healthcare services. It can be an indicator of quality of
service in a hospital. Patients' satisfaction is defined as the clients' perception towards the
service. Satisfaction is the experience which reflects whether patients like the quality of
service for a hospital. The study aims to identify the determinants of customers' satisfaction
of the Occupational Therapy Services at Katutura State Hospital in Windhoek. A
comprehensive understanding of the patients' needs and their suggestions can be obtained.
The information is significant because it can be used to improve areas with gaps.
The research design was a mixed approach -quantitative and qualitative. Questionnaires and
interviews were used to collect data. A representative sample size of 385 respondents was
collected using a probabilistic sampling method. Data was collected on the following
dimensions: quality of care, physical environment and occupational therapy services. For
each dimension, different attributes were evaluated in terms of minimum expectation,
maximum expectation (ideal) and the actual state as perceived by the respondents.
The descriptive statistics were used to summarise data using the central tendency and
dispersion parameters for quantitative variables, absolute and relative frequencies for
categorical variables and Graphs. For the analytical part, the inferential statistics were used.
The Chi-squared test was used to identify the determining factors of customers' satisfaction
and the association between different categorical variables. The Statistical Package for the
Social Sciences software version 23 was used to analyse data.
Results of the study showed that Occupational Therapy patients at Katutura State Hospital are
satisfied with the quality of service. However, the service was not superior. Perceived quality
mean was 5.51 while the desired quality of service was 9.45. 55.8% of the participants were
males while females were 44.2%. 164 out of 385 patients who were seen at Katutura hospital
were jobless. Out of the three dimensions; quality of care, physical environment and
occupational therapy services, patients were mostly satisfied with quality of care with the
adequacy mean of 1,02 and least satisfied with the physical environment which had a
adequacy mean of 0,3l.Patients were not satisfied with the cleanliness, ventilation, privacy
lighting, waiting time, consent before treatment and follow up of patients. The Occupational
Therapy Department is recommended to develop consent forms, improve on waiting time and
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keeping appointments. The physical environment also needs to be improved m order to
increase the patient's satisfaction level
Description
A research thesis submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration
Keywords
Patients' satisfaction, Healthcare services, Clients' perception, Katutura State Hospital, Occupational therapy services, University of Namibia, Namibia