Masters of Art

URI for this collectionhttps://rps.wku.edu.et/handle/987654321/8

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End date: 2019Subject: search.filters.subject.Benefit

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    THE INFLUENCE OF CUSTOMER BENEFITS AND SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF HOME TO HOME NURSING CARE BUSINESS IN ADDIS ABABA
    (Wolkite University, 2019-06) SEGNI TEFERA OLGERA
    Customer benefits and service quality regarded as the key forcus to me satisfaction in which influence both tangible customer loyalty for repurchasing and recommend it to others. A services considered satisfactory if the service can meet the needs and expectations of customers. The main purpose of the study was to assess the influence of customer benefit and service quality in customer satisfaction the case of home to home nursing care business in Addis Ababa. In order to achieve the objectives of the study, descriptive study design was employed. The study used questionnaire using SERVQUAL model to collect primary data. Accordingly 77 respondentwere selected using multiple stages Snow ball sampling method. The data were analyzed using both descriptive and inferential statistics mainly frequency, percentage, mean, standard deviation; and correlation and regression coefficient respectively. The descriptive study revealed that patients are mostly satisfied with services offered by Home to home nursing care service. Whereas areas such as the medical equipment they use are the factors that need improvement. The inferential analysis also revealed that there is a positive and significant relationship between service Benefit dimension and customer satisfaction and moderate relationship between service quality and customer Satisfaction. Hence, it is conclude that Service benefits have great influence for customer satisfaction than service quality. It is recommended that Home to Honursing care providers to continue their commitment to provide medical services to patients busing modern medical equipment and strongly recommended to give more attention for servicquality dimensions (Tangibility and reliability) to provide better service quality for the clients.