| dc.description.abstract | In a dynamic environment, organizational success can be determined by strategies the
Organizations u s e t o c o p e wi t h t h e competitive environment. This means that
organizations must understand how changes in their environment are unfolding in order
to adopt effective strategies for quality service provision. The new strategies provide
organizations with an opportunity to attract and retain clients in a competitive
environment. This study focused on the factors that influence client satisfaction in health
NGOs, focusing on employees’ capacity, use of technology in health NGOs, psycho
social support in service provision and responsiveness of staff, organizational culture.The
objective of the study was to determine the effectiveness of strategies used by health
non-governmental organizations to provide quality services in Nairobi, Kenya. The
research design adopted was a cross sectional survey. The population of the study was
421 health NGOs situated in Nairobi City County. The study also used systematic
sampling in which the researcher picked a sample of every 10th NGO ending up with 42
organizations. The study used primary data which was collected using drop and pick later
questionnaires. Data was analysed using statistical package for social sciences based on
the questionnaires. In particular, the descriptive analysis involved use of mean and
standard deviations. The study established that NGOs that have employed technology to
deliver services and increase the level of customer service are able to adjust the mode of
service delivery to meet the customer expectation. Adoption of current technology has
also helped in development of a system that allows all caregivers to have access to
relevant information as soon as it is available. The study also established that the
adoption of different communication channels has led to increased access to treatment,
participation in preventive measures and also enhanced the ability for health
professionals to meet their ethical obligations. The study established that buying and
employing more modern equipment, health facilities and services strategically located,
Organization practices to develop nursing empathy were necessary ingredients for quality
service provision by health NGOs in Nairobi City County, Kenya. | en_US |
