" Effects of Customer Service on Patient Satisfaction in Private Clinic in Case of West Shewa Zone, Ambo Town,"

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.