EFFECT OF HEALTHCARE SERVICE QUALITY ON PATIENT SATISFACTION IN PUBLIC HOSPITALS IN KENYA: A CASE OF NAROK COUNTY REFERRAL HOSPITAL

Abstract

Patient satisfaction is a principal indicator of healthcare quality and a foundational element of health system performance. Despite investments in Kenya’s public healthcare sector, many county hospitals continue to face gaps in service delivery, resource allocation, and human resource capacity—challenges that directly affect the quality of patient experiences. This study examined the effect of healthcare service quality on patient satisfaction in public hospitals in Kenya, focusing on Narok County Referral Hospital (NCRH). Guided by the SERVQUAL model, the study analyzed five dimensions of service quality—tangibility, reliability, responsiveness, assurance, and empathy—using a descriptive research design. A structured questionnaire was administered to inpatients sampled from wards, and quantitative data were analyzed using Ordinal logistic regression. The findings revealed that all five dimensions of service quality significantly and positively influenced patient satisfaction, with responsiveness exhibiting the strongest effect. The study concludes that improving visible hospital infrastructure, ensuring consistency in service delivery, enhancing staff training, strengthening communication, and fostering empathetic care collectively improve patient satisfaction. Recommendations include upgrading medical equipment, enforcing customer care policies, addressing staffing shortages, reducing waiting times, and institutionalizing continuous quality improvement (CQI). The study also identifies areas for further research, including longitudinal assessments and comparative analyses across multiple counties.