Abstract:
ABSTRACT
In healthcare industry service quality has become an imperative in providing patient
satisfaction because delivering service directly affects the patient’s satisfaction. By the
start of the millennium, the quality of service in public hospitals in Kenya declined.
Therefore this research study sought to investigate factors affecting provision of quality
service in public health sector in Kenya with specific reference to Nyahururu Referral
Hospital. The study used a descriptive survey approach in collecting data. Thereafter the
study used stratified random sampling to get the target population of 129 respondents.
The primary data was collected using self-administered questionnaires. The data was then
analyzed using descriptive approach such as frequency, percentages, means and standard
deviations. Qualitative data was analyzed using content analysis. From the findings the
study revealed that organizations must enhance employee’s capacity in order to improve
provision of service quality. The study established that employee’s incompetence
affected service quality, and that high skilled personnel in the public health sectors
influence high service quality provision. Further, the study found that management in
public health sector need to improve the level of adoption and willingness to invest and
advance in modern technology as this would facilitate service assessment. Lack of
investment in technology development affected health service quality. The study
concluded that public health sector should improve the level of adoption of technology in
order to facilitate service assessment, improve process and communication which are
essential for effective and efficient quality service in public health sector in Kenya. The
study also concluded that management should emphasize on effective communication
channels in order to provide information to upper level managers about activities and
performances throughout the organization as well as improving individual participation in
provision of quality service .The study recommended that management in public health
sector should improve employee’s capacity to enhance provision of health service
quality. Adequate number of highly skilled and experienced employees, effective
recruitment, monitoring of doctors and staff and meeting performance and practice
standards enhances service quality provision.
