Influence of Leadership Commitment on Patients’ Satisfaction within Hospitals in Nairobi, Kenya
Pamleila N Ntwiga, Maina Muchara, Peter Kiriri
Patients\' satisfaction, Total quality management,Leadership commitment
Citation Information :
Ntwiga PN, Muchara M, Kiriri P. Influence of Leadership Commitment on Patients’ Satisfaction within Hospitals in Nairobi, Kenya. Int J Res Foundation Hosp Healthc Adm 2019; 7 (1):33-38.
The study examined the influence of leadership commitment on patients’ satisfaction with hospitals in Nairobi. A positivist research philosophy was applied in this study. A mixed research design was used to target employees and patients of hospitals within Nairobi, from whom data were collected through a self-administered questionnaire. The target population was the hospital employees and patients of level-four, level-five, and level-six public and private hospitals within Nairobi. Simple random sampling was used to select hospitals, while stratified random sampling was used to select the employees and patients. The data were collected from the closed-ended questionnaire, which was coded, analyzed, and presented in tables. The study findings showed that leadership commitment (β = −0.254, p = 0.001) and organization factors (β = 0.142, p = 0.00) had a significant influence on customer satisfaction. The leadership in healthcare should realign the staff inputs toward improving patient experiences.
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