Service Quality and Performance of Private Hospitals in Nairobi County

Abstract

This study was geared towards investigating the relationship between service quality and performance of Private Hospitals in Nairobi County. To achieve the objective of the study, the study used descriptive cross-sectional design to determine the relationship between service quality and performance of Private Hospitals. The target population of the study included all the 25 private hospitals in Nairobi County. The study used primary data which was collected by a semi-structured questionnaire. The data was collected from middle management that includes operations managers, finance managers and procurement managers using a drop and pick- later method. Data was analyzed using descriptive statistics, correlation and regression analysis. The study found that there is a strong significant positive correlation between service quality and Performance of Private hospitals. It further established that a unit increase in service quality (tangibility, Responsiveness, assurance and Empathy) leads to an increase in the performance of Private hospitals in Kenya. The study also established that employees of private hospitals in Kenya; are always willing to help customers, give prompt and efficient service, tell exactly when services will be performed and they are never too busy to respond to customers’ requests. The study therefore recommended more training for employees and more branches to be added across the country. The study suggests that further research to be conducted on the relationship between service quality and performance of Private Hospitals in the whole country Kenya, including variables or factors that were not covered in this study.