Eletronic -service Practices and Customer Satisfaction at Kenyatta National Hospital

Abstract

Changes in the business environment are characterized by high levels of competition, changing customer’s behaviour, high firm operational costs and inadequate resources. These are some of the challenges experienced by most firms. Firms have to change with the changing customers to maintain the business relationship. Adoption of technology is one of the critical measures to stay relevant and survive in the turbulent business environment.Kenyatta National Hospital has embarked on a number of strategic changes in the recent past which affected the hospital performance in one way or the other. Despite its very noble role in the Kenyan economy, the hospital has had a continued anecdotal public outcry regarding poor service provision not only to patients but to the wider stakeholder group. The general objective of the study was to establish the influence of E-service practices on customer satisfaction oat Kenyatta National Hospital.This study was based on two theories, service quality theory and expectation confirmation theory. The research adopted a case study approach and an interview guide was used for collection of data. Content analysis was used to analyze data which was qualitative in nature. The study established that Kenyatta National Hopsital has implemented service process automation on the following areas; admissions and discharge, billing & Charging and Pharmacy services for example acquisition of consumables and medicine. It was also found out that currently there is no queue management system at Kenyatta National Hospital. The hospital has initiated the procurement process for the Ticket dispenser. It was established that the E service practices are an important contributor to the customer delight at Kenyatta National Hospital. E-service practices influences the customer delight and experience scores, determining how employees are recruited, trained and promoted. The study concludes that electronic service practices are considered as a key factor influencing patients when selecting government health facilities. The Kenyatta National Hospital should embrace the various aspects of E-service Practices in all its departments since they are mostly positive and beneficial to the company.