Theses (MBA In Healthcare Management)

BACKGROUND: Assessing the quality of healthcare delivery care services in medical facilities is crucial, and maternal satisfaction serves as a key metric in this evaluation. A positive experience with mother’s care is closely linked to improved health outcomes for both babies and mothers. OBJECTIVES: The objectives of the study was to evaluate mother's level of satisfaction regarding the service quality of delivery care service in the private hospitals utilizing SERVQUAL model. METHODOLOGY: A cross-sectional study was implemented utilizing the SERVQUAL model. 272 postnatal women attending the facility were selected to take part in the study. Data was gathered using a validated SERVQUAL questionnaire and was analysed using SPSS. Descriptive statistics was done, and paired sample t-test were performed to compare mean gap scores. Pearson correlation was employed to identify correlation between Servqual dimension and maternal satisfaction. We considered a p-value below 0.05 to be statistically significant.. RESULTS: The findings of this study indicate that mothers were all expressed satisfaction with the delivery care provided by private hospitals. However, there were still negative gap score for all five service dimensions, signifying a reduction in satisfaction level on each Servqual domain. The overall mean gap score for satisfaction level in the 5 service dimensions was -0.264 (±SD 0.55), and for each dimension : tangiblity (-0.24), reliability (-0.25), empathy (-0.26), assurance (-0.26), and responsiveness (-0.3). CONCLUSION: Overall, mother were satisfied with the care service provided during childbirth in private hospitals. However, there were minor gaps persisted between their perceptions and expectation scores, especially responsiveness dimension. A subtle improvement may be required to further enhance mother’s satisfaction by addressing factors that affecting level of satisfaction. Keywords : Maternal satisfaction, Delivery care service, Private hospital, SERVQUAL model