Service Quality And Performance Improvement In Health Care: A Case Of Kenyatta National Hospital

Abstract

For service organizations to achieve higher performance, quality should never be compromised at all costs. Employing of reliable and a valid instrument of quality measurements are essential for performance improvements. The research focused on the service quality delivery service and performance improvement in healthcare at Kenyatta National Hospital. The findings proved that, Kenyatta National Hospital widely employed the usage of the service quality dimensions in responding to their customers‟. The service quality in this regard were; Reliability, Assurance, Tangibility, Empathy and Responsiveness while the performance measurement were determined by structural indicators, process indicators and outcome indicators. Structured questionnaires were administered to personnel working at the facility and patients‟ to gauge their opinion on the application of these instruments and the results indicated greatest usage of service quality dimensions though the facilities encountered challenges such as inadequacy of the specialists staffs and lack of modern diagnosing tools such as MRIs scan. Furthermore, the staffs to patient ratio were very small where buy accessing the 24hr healthcare service was a problem. The recommendations were; the management to employ the competent staff for quick response to patients‟ issues, increase the remuneration of its staff, and offer training opportunities to her staffs about service quality. Therefore, it is important to note that, organizations should constantly monitor their performance and employ valid and reliable measurement indicator which are well designed, defined and implemented amicably with scientific rigour.