Abstract:
Patient satisfaction can be influenced by a variety of circumstances, but clinical services can also
have an impact on patients' satisfaction. A satisfied patient is anticipated to comply with treatment
and medicine, which will lead to a better outcome. This study sought to determine how patient
satisfaction in Ambo Town private clinics was impacted by customer service. A quantitative cross sectional study involving 385 patients who visited Ambo private clinics outpatient departments
was conducted. Utilizing a standardized questionnaire, the data was gathered, and SPSS 26 was
used for analysis. 350 people in all were questioned, yielding a 90.9% response rate. Descriptive
statistics like frequency, tables, and central tendency measures like mean and standard deviation
were used in the analysis of the data, along with inferential statistics like correlation, ANOVA,
regression, and normality. According to this study, patient satisfaction is influenced by the
technical quality of service, functional quality of service, communication skills of employees,
timely service delivery, and complaint management of employees. The overall finding of the
regression model indicates that every customer service influences patient satisfaction but timely
service delivery influences the patient satisfaction in a certain town. In this study, there are five
independent variables, the highest significant effect is Complain management employees the
second highest significant effect is technical quality of service, the third significant effect is the
communication skill of the employees, the fourth significant effect is functional quality of service
and the least is timely service delivery is insignificant effect patient satisfaction.
