Assessment of Customer Satisfaction with Health Service Provided at Iringa Regional Referral Hospital

Customer satisfaction can be defined as a positive reaction towards a product or service. Measuring customer satisfaction is a key performance indicator within a business and is often part of the balanced scorecard. Customer satisfaction is the best indicator of how the business looks in the future. The main objective of this study was to assess customers’ satisfaction with the health services offered at IRRH from 1st March to 31st March 2023. Specifically, the study aimed to determine the demographic characteristics of the customers who are satisfied with services provided at IRRH, to determine the percentage of customers who are satisfied with the service provided at IRRH and to identify service areas/departments that need improvement in the hospital. The study was guided by three research questions; to what extent customer are satisfied with the health services provided at IRRH? What percent of customers are satisfied with the health services offered at IRRH? and Which area needs improvement in the hospital? Moreover, the study had one alternative research hypothesis; Customers are satisfied with the health services provided at IRRH and its null hypothesis that customers are not satisfied with the health services provided at IRRH. The researcher adopted a quantitative research design. The study revealed a satisfaction index of 98% which implied that almost all customers were satisfied with the perceived delivery of the healthcare services.