Abstract: Despite the fact that quality management strategies are thought to be a function of customer satisfaction, it is observed that there exists deficiencies in evidence on the link between quality management strategies and customer satisfaction in public hospitals context thus pertinence of this study in the public hospitals in Embu County, Kenya. The study aimed to determine quality management strategies on customer satisfaction among public hospitals in Embu County, Kenya. The specific objectives of the study were; to establish the influence of employee training, research and development on customer satisfaction in public hospitals in Embu County, Kenya. The study was anchored on Total Quality Theory and supported by SERVQUAL model and Open System Theory. The study adopted descriptive research design. Target population comprised of 239 respondents whom were employees of public hospitals. The respondents of the study constituted employees of the six level four public hospitals in Embu County. Respondents were stratified into four stratum and simple random sampling technique was used to select respondents from each strata. This study employed Israel formula to arrive at the ideal sample size of 149. The unit of analysis were level four public hospitals and unit of observation were employees of public hospitals in Embu County. Primary data was collected using structured questionnaires. Secondary data was obtained from internal management health reports, related articles and minutes of the organization. Data was analyzed using descriptive and inferential statistics such as regression analysis. Regression analysis was conducted at 95% confidence level and 5% significance level to determine the statistical relationship between variables of the study. The analyzed data was presented descriptively in form of means scores, standard deviation and percentages and frequency tables. The study established that there exist a positive statistical relationship between employee training, research and development on customer satisfaction in public hospitals in Kenya. The study concludes that for competitiveness of public hospitals, employee training, research and development should be considered to be drivers of customer satisfaction. The study recommends that unless public hospitals in Kenya recognize the aspect of employee training and research and development, achieving organizational goals will be a challenging task in the dynamic business environment
Keywords: Employee Training, Research and Development and Customer Satisfaction.
Title: QUALITY MANAGEMENT STRATEGIES ON CUSTOMER SATISFACTION AMONG PUBLIC HOSPITALS IN EMBU COUNTY, KENYA
Author: Kamani Mercy Mukami, David Kiiru
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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