International Journal of Research Foundation of Hospital and Healthcare Administration

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VOLUME 8 , ISSUE 1 ( January-June, 2020 ) > List of Articles


Influence of Patient Focus on Competitive Advantage within the Hospitals in Nairobi, Kenya

Pamleila N Ntwiga, Maina Muchara, Peter Kiriri

Keywords : Hospital, Patients’ satisfaction, Quality improvement

Citation Information : Ntwiga PN, Muchara M, Kiriri P. Influence of Patient Focus on Competitive Advantage within the Hospitals in Nairobi, Kenya. Int J Res Foundation Hosp Healthc Adm 2020; 8 (1):18-23.

DOI: 10.5005/jp-journals-10035-1116

License: CC BY-NC 4.0

Published Online: 14-09-2023

Copyright Statement:  Copyright © 2020; The Author(s).


The study examined the influence implementing patient focus has on competitive advantage in hospitals within Nairobi. The study sought to determine the influence patient focus has on competitive advantage within the hospitals in Nairobi. The study looked at the following aspects of patient focus: Reliability, empathy, responsiveness, and staff attitude assurance. While the constructs for competitive advantage were patient satisfaction, employee satisfaction, and operations effectiveness. The study was guided by positivism philosophy and adopted a descriptive correlational research design that entailed testing of hypotheses. The study was limited to both private and public hospitals, within Nairobi, targeting patients, who were admitted in these hospitals for more than 3 days during the study period and senior employees of the same hospitals. The sampling frame for the participants was the senior and clinical administrative staff and the patients or their relatives within the period of study. Simple random sampling was used to select the hospitals of study. While stratified random sampling was used to select the patients. The study collected primary data using self-administered open- and close-ended questionnaires. The collected data were coded into SPSS Version 23 software and the analysis was performed using descriptive and inferential statistics. The findings were presented using tables and figures. The findings illustrated that patient focus significantly influenced competitive advantage. High responsiveness and good attitude, being reliable and empathy and assuring the patients of their state best enhance patients’ and employee satisfaction that led to competitive advantage.

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