EFFECT OF CUSTOMER ORIENTATION ON SERVICE DELIVERY OF PUBLIC LEVEL FOUR HOSPITALS IN KAKAMEGA COUNTY, KENYA
Abstract
The government has made significant financial contributions to the health sector yet public health institutions are still performing below the necessary standard. The medics to patient ratio being below the world health organization recommendations. The study established the effect of customer orientation on service delivery of Level Four Public Hospitals in Kakamega County, Kenya. The study adopted a mixed research design comprising of a descriptive and causal research design. The study target population was 304 comprising of 162 nurses, 135 Hospitals office staff and 7 Hospital Administrators. The study sample size was 173 using Yamane formulae. The study applied stratified and simple random sampling technique. Structured questionnaires aided in data collection. Pilot study was done at Sabatia District hospital in Vihiga County. Reliability was tested using Cronbach Alpha while validity was tested using content validity. The study analyzed data using both descriptive and inferential statistics. Descriptive statistics included frequency, mean, standard deviation, and percentages. Inferential statistics entailed Pearson correlation and regression analysis. Data was presented using tables and figures. The study found out that customer orientation had a significant influence on service delivery (t-statistic=7.489, p-value=0.000< 0.05). The study is of importance to medical practitioners, government Authorities, and management of hospitals in managing strategic orientation plans for service delivery. The study recommends that customer’s orientation should be prioritized since it enhances service delivery.
Key words; Customer orientation, Service delivery, Level Four Public Hospitals
CITATION: Ombito, G., Nanyama, R. M., & Odero, J. (2024). Effect of customer orientation on service delivery of public level four hospitals in Kakamega County, Kenya. The Strategic Journal of Business & Change Management, 11 (4), 143 – 158. http://dx.doi.Org/10.61426/Sjbcm.v11i4.3020
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DOI: http://dx.doi.org/10.61426/sjbcm.v11i4.3020
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