stdClass Object
(
    [id] => 16130
    [paper_index] => 202505-07-021748
    [title] => ASSOCIATION BETWEEN THE LEVEL OF CARE OF SERVICE PROVIDERS AND CUSTOMER SATISFACTION IN PRIVATE AND PUBLIC HOSPITALS IN NAROK COUNTY, KENYA
    [description] => 
    [author] => Elizabeth Amondi, Dr. Patrick Gudda (PhD), Dr. Tobias Ondiek (PhD)
    [googlescholar] => 
    [doi] => 
    [year] => 2025
    [month] => May
    [volume] => 12
    [issue] => 5
    [file] => fm/jpanel/upload/2025/May/202505-07-021748.pdf
    [abstract] => A nation's healthcare system necessitates special attention from the government since good healthcare guarantees a healthy population, which advances national development. Despite the Kenyan government efforts to enhance the quality of healthcare through policy enactment, public healthcare facilities often face a lack of trust from patients regarding the quality of care received. This study therefore focused on assessing whether there is an association between the level of care of service providers and customer satisfaction in private and public hospitals in Narok County, Kenya. The study was guided by the Disconfirmation Theory. Employing a stratified random sampling method, 30% of the patient population was surveyed, resulting in a sample size of 1,203 respondents. Primary data was collected using researcher-administered questionnaires, which were pretested for reliability and validity. The gathered data was analyzed using inferential statistics with the aid of Statistical Package for the Social Sciences (SPSS version 27). The study employed multiple linear regression to determine the relationship between the level of care and customer satisfaction. Findings revealed that the average level of care was 4.305 for private providers and 4.079 for public providers, suggesting that private providers generally offer a higher standard of care. This difference was statistically significant, indicating that a higher level of care is associated with increased customer satisfaction. The study concludes that the level of care is a critical factor influencing patient satisfaction in both private and public hospitals in Narok County. To enhance patient satisfaction and trust in healthcare services, it is recommended that policymakers focus on improving the quality of care provided across all healthcare facilities. Future research could examine additional factors like provider communication skills, cultural competence, technological advancements, and urban-rural differences to better understand variables affecting patient satisfaction
    [keywords] => Level of Care, Customer Satisfaction, Healthcare Quality, Private Hospitals, Public Hospitals
    [doj] => 2025-05-20
    [hit] => 
    [status] => 
    [award_status] => P
    [orderr] => 68
    [journal_id] => 7
    [googlesearch_link] => 
    [edit_on] => 2025-05-20 05:26:25
    [is_status] => 1
    [journalname] => EPRA International Journal of Economics, Business and Management Studies (EBMS)
    [short_code] => IJHS
    [eissn] => 2347-4378
    [pissn] => 
    [home_page_wrapper] => images/products_image/2.EBMS.png
)
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