Assessment of Health Service Quality: A Case of Public Health Centers in Oromia Regional State, "ŽEthiopia

Abstract

This study aimed to assess the health service quality, overall customer satisfaction and factors affecting provision of health service quality at health centers of Oromia regional state. For this purpose, the study developed an instrument based on modified ‘SERVQUAL' using five service quality dimensions, namely: tangible, reliability, responsiveness empathy, and assurance. A study was conducted with a total of 528 participants. Descriptive statistical technique was employed to analyzed data. A total of five hundred twenty-eight, comprising; three hundred fifty-one clients (both internal & external) to analyze level of quality service and overall satisfaction and one hundred seventy-seven respondents of employees of health centers to analyze factors affecting health service quality. Data was collected using closed and open-ended questionnaires. Hence, results show that the health service quality practices in health centers is greater than average in all dimensions. It was noted that assurance dimension has the highest mean, followed by reliability, empathy, responsiveness and tangibles dimension has the lowest mean out of other service quality dimensions. As it perceived overall patient satisfaction was in slightly greater than average mean. Clients were dissatisfied with the availability of drugs and supplies, sanitation and with the overall health services provided by health center. Organizational factors (Shortage of resources, poor health center management, lack of cooperation and teamwork among healthcare providers) are the major factors affecting the provision of quality health service and followed by employee of health center related and clients' related factors. The researchers suggest that supply of medicine, sanitation, shortage of resources affecting quality of health service provisions and the slightly greater than average overall customer satisfaction should be improved.