EFFECT OF PHYSICAL FACILITIES ON PATIENT SATISFACTION IN PUBLIC AND PRIVATE HOSPITALS; EVIDENCE FROM NAROK COUNTY, KENYA

Abstract

A strong healthcare system forms the foundation of national development by sustaining a healthy, productive population. In Kenya, public hospitals continue to face service quality concerns despite reform efforts. Anchored in the Gap Theory of Service Quality, this study examined how physical infrastructure specifically cleanliness, signage, space and comfort, lighting, ventilation, and accessibility influences patient satisfaction in Narok County, a region experiencing rapid population growth and serving both urban and remote pastoralist communities as a referral hub. Using a cross‑sectional survey design with stratified random sampling, data were collected from 1,203 patients across maternity, casualty, and outpatient units. Analysis in SPSS 27 revealed that private hospitals reported higher mean satisfaction (4.136) than public hospitals (3.680), a significant difference confirmed by ANOVA (F = 41.375, p < 0.05). The 0.456‑point gap, equating to a 12.4% advantage, was largely associated with superior performance in the identified infrastructure sub‑variables. The study recommends targeted upgrades to public hospital facilities to improve service delivery and restore public confidence. It further calls for longitudinal research to track the sustained effects of such improvements and to examine inter‑county disparities for guiding equitable healthcare reforms.