Gap analysis in service quality at the oncology Center of Tikur Anbessa specialized Hospital, Addis Ababa, Ethiopia, 2022
| Id | EPHI-DS0478 |
|---|---|
| Name | Gap analysis in service quality at the oncology Center of Tikur Anbessa specialized Hospital, Addis Ababa, Ethiopia, 2022 |
| Format | . SAV |
| Coverage Location | National |
| Coverage Sex | Both |
| Abstract | OBJECTIVE: To assess the level of the gap in service quality at the oncology center of Tikuir Anbessa Specialized Hospital, Addis Ababa, 2022 METHODOLOGY: An institutional-based quantitative cross-sectional study design. Pre-tested and structured questionnaire based on the SERVQUAL tool was used to collect the data. Paired Wilcoxon test and Kruskal[1]wallis tests were used to determine statistically significant differences between expectation and perception and to quantify the strength of association between the independent and dependant variables respectively. Principal Component Analysis was used to identify important service quality dimensions and key service quality constructs. RESULT: Out of 105 patients who were eligible for radiotherapy, 74(30%) of them waited for more than a year to receive the treatment. Despite 50.4% of cancer patients having community-based health insurance, lots of medications and laboratory services were purchased from private providers due to unavailability at the hospital. The overall gap in service quality explained in mean and standard deviation is -1.41(±0.41). The overall score for expectation and perception is 4.24(±0.24) and 2.82(±0.24) respectively. 52.4% of the gap in service quality was explained by the dimensions of Tangibility, Assurance, and Reliability. Gender, educational status, type, and stage of cancer showed a significant association (P≤0.05) with the level of the gap in service quality. CONCLUSION AND RECOMMENDATION: Patient perceptions were lower than their expectations in all service quality dimensions at the oncology center of Tikur Anbessa Specialized Hospital, creating a negative gap in service quality. Therefore, the hospital and others stakeholders should strive to excel in patient expectations and overall quality of care. |
| Additional Material | No |
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| Recommended | Yes |
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| Cleaned | Yes |
| Cleaned Format | . csdb |
| RawFormat | . csdb |
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| Treatment | |
| Date Data Collection Started | 2022-03-01 |
| Date Data Collection End | 2022-04-30 |
| Title | Gap analysis in service quality at the oncology Center of Tikur Anbessa specialized Hospital, Addis Ababa, Ethiopia, 2022 |
| Data Type | Survey |
| PublicationYear | 2000 |
| SugestedCitation | no |
| OtherIdType | |
| Description | This metadata contains all conscious cancer patients who were admitted for at least 24 hours during the study period at the oncology center of Tikuir Anbessa, sex and age greater than 18 years old, quantitative cross-sectional study design; clean data with SPSS format. |
| Dataset study design | Cross-sectional survey |
| Date Data Archived | 2023-01-04 |
| Date Data Cataloged | 2023-01-12 |
| Data Generating Unit | Ethiopian Public Health Institute (EPHI) |
| URL | https://rtds.ephi.gov.et/public/showdetail/478 |
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Open Access