| dc.description.abstract | The main objective of this study was to investigate service quality dimension in health care service delivery, the case for healthstrat. In doing so, the study adopted the following objectives: to investigate the factors that determine service delivery at Healthstrat, to investigate the customers’ service expectations at Healthstrat and to determine the impact of service delivery mechanism on service quality. The study was guided by the SERVQUAL model which was made of ten dimensions of service quality when created; tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer, and access, but later on these dimensions were reduced to five because some dimensions were overlapping (communication, credibility, security, competence, courtesy, understanding customers and access) and they included, Tangibles- physical facilities, equipment, and staff appearance. The study adopted a descriptive research design method, the method was preferred because it allows for prudent comparison of the research findings. The target population of this study consisted of all the 98 employees working at the hospitals that Healthstrat supports. The study used primary data collected through a structured questionnaire. Coded data was then fed into the statistical package for social sciences (SPSS) version 21. Descriptive statistics such as mean, standard deviation were generated. Standard deviation represented the degree of variability in the responses. The study found out that service quality as perceived by customers is as a result of how well service matches expectations. Secondly that service quality was determined by two dimensions, namely; expectations and experience and each of these dimensions had underlying factors. Thirdly, five factors determined the outcome of service quality which is used by the customers to complete judgement during service delivery, namely; tangibles, reliability, responsiveness, assurance and empathy. The study recommends that participants mentioned the staff to be the focus of improvement based on the fact that it’s the service staff that actually operationalizes service quality standards and more importantly it’s during the service encounter where the customer forms the last judgements on service quality. | en_US |
