STATISTICAL ANALYSIS OF CUSTOMER'S SATISFACTION DO TO SERVICE

OF DILLA UNIVERSITY REFERRAL HOSPITAL, DILLA

SCHOOL OF NATURAL AND COMPUTITIONAL SCIENCE

DEPARTMENT OF STATISTICS

PREPARED; BY

ABDURAZAK TEMAM.................................ID No RST-002/11

ADVISOR: ABERASH A. (BSc)

DILLA, ETHIOPIA
June 06/2014
ACKNOWLEDGEMENT iii

ACRONYM iv

Abstracts v

1 8

1.1 8

1.2 9

1.3 9

1.3.1 9

1.3.2 9

1.4 9

1.5 10

1.6 Limitation Of The Study 3

2 11

3 13

3.1 13

3.2 13

3.3 13

3.3.1 13

3.3.2 14

3.4 14

3.4.1 14

3.4.2 14

3.5 15

3.5.1 15

3.5.2 15

4 21

4.1 21
4.2 23

4.2.1 23

4.2.2 24

5 33

5.1 33

5.2 33

Reference 27

APPENDEX 28
ACKNOWLEDGEMENT

First of all, I would like to say almighty thanks to ALLAH for his gift of health and
permission to do my daily activities. I would like to address my depth gratitude to my advisor
Aberash Ayoldo (BSc), for her guidance and constructive advice. I would like to
thank also my family especially my sisters for their financial helps, and my classmate
students for their constructive suggestions. A sincere appreciation and special thanks go to
the respondents for their kind assistance and support throughout the data collection process of
this research.
ACRONYM

MOH- Ministry of health

WHO- World health organization

UNICEF- united Nations International children's Emergency fund

IDA- International development association

SNNPR- South nation nationality people republic

FMOH- Federal ministry of health

SRS- Simple random sample

ANOVA- Analysis of variance

SPSS- Statistical package of software service

Abstracts

Dilla university referral hospital give different services such as counselling and volunteer
testing HIV/AIDS, medical emergency, surgical and medical ward and etc. and also The
hospital gives a service for those patient lives around the hospital and also give service other
people that can from other places. This study aims to identify whether the client are satisfied
on the services of the hospital. In order to do this, 52 patients at the hospital are selected
using simple randomsampling technique. Chi-square test of association (independence) and
multiple linear regressions to model the effects of the predictor are included in the study. The
SPSS output show that the variable “place of residence” from chi-square tests of
independence is found to be statistically significant 0.05 level of significance. The multiple
linear regression result shows that the variables of “nursing awareness" of the service,
treatment service of the hospital and nursing care of service are also found to be statistically
significant at 0.05 level of significance. Nursing care is inversely related with the dependent
variable having (β1=.378, t=3.080 and .004 sig level). And it also shows that the treatment
service of the hospital is positive and directly related with the dependent variable having
(β=.493, t=3.254 and .002 sig level).The nursing awareness of service is positive and directly
related with the dependent variable having (β = .269, t= 2.650and .011 sig level) and also
information about customer's condition have negative relationship with dependent variable
having (β=-0.391, t=3.585 and 0.001 sig level). From this study, it can be concluded that,
important should be given to nursing awareness of service, information about his condition,
treatment services given from hospital and nursing care of the service. Therefore the hospital
should have to do more to be more competent and successful .
1 INTRODUCTION
1.1 Back ground Of Study
Dilla University has a faculty of health sciences before it was transferred to Hawassa referral
hospital. At that time, it was giving degree program in health officer, and three diploma
programmes in laboratory technology, nursing, and environmental health technology. But this
training was interrupted since 2003 because of transfer. The Hospital makers of Dilla
university referral Hospital Shaw that the inception of clinical services was in 1928.The
Sudanese inferior missionlsim established a clinic in Dilla.

Later in 1958, the ministry of interior was named the clinic “leulmekonenHospital”. After 48
years of the inception in 1977, the missionaries handed the Hospital over the ministry of
health (MOH) and left the country as per the command of former government.
(www.dillauniversity.edu.et index .ph...).

From 1977-1984, forty four Cuban physicians and mid-level health workers had been giving
services at this Hospital. In December 1984, the newly built beside the former GedioAwraja
and surrounding districts bearing the name” Dilla hospital “this was done in line with action
taken to enhance all level of health facilities to provide preventive and causative services
irrespectively of their level or size with referral system in place. (www.dillauniversity.edu.et
index.ph...).

Donors likes WHO, UNICEF/IDA, FMOH, SNNR Bureau of health, and Gedeo zone health
department, were taking the initiative, had been given valuable medical supplies and other
support. (www.dillauniversity.edu.et index .ph...).

Dilla district hospital has been one of the 20 hospitals under the southern region health
bureau from 1984-2009; however, as of June 21 2009 it has been transferred to the hands of
Dilla university in accordance with the agreement signed between Dilla university and Gedeo
zone administration. As a result of launch of health sciences school of health sciences
providing, the university is planning to create centre of academic excel lance in health care
delivery locally and internationally. (www.dillauniversity.edu.et index .ph...).
1.2 Statement Of The Problem
The researcher initiated to study on this title due some of the Hospitals in our country or in
the world have the quality of service to treatment of patient, and costs of hospitals are
balanced for patients, and also the kind of quality of nursing are indicated by customers’
satisfaction.

Thus, the purpose of this study is to examine the customer satisfaction in Dilla referral
hospital, so that this study will be conducted to assess such problem that faced during the
treatment; and also at the end of this study the following questions will be expected to be
answered.

1. At what extent the customers (clients) are satisfied in Dilla referral hospital?

2. What are the main problems of customer in order to satisfy and how they will be solved?

3. Is their balance of payment with their service that they get from the Hospital?

1.3 Objectives of The Study

1.3.1 General Objective
✓ The general objective of this study was to assess the customers’ satisfaction do to
service in dilla referral hospital.

1.3.2 Specific Objectives

✓ To conduct the overall level of satisfaction with hospital and fairness of the cost for
the services.
✓ To see whether the clients that take service from Dilla referral hospital are satisfied by
the duration of service that the hospital gives.
✓ To test the quality of nursing care in the Dilla referral hospital as indicated by the
customers’ satisfaction.
✓ To provide recommendation based on finding.

1.4 Significance Of Study

This research would have been provided important information such as:-

▪ It provided clear understanding on the privation (loss or absence of quality that

normally present) method of the client.
▪ It provided the society to give relevant and accurate information on the way of client
and to take care from the course as much as possible.
 ▪ It would be helps Dilla referral hospital to take some remedial actions to do more in
the hospital and increase client satisfaction.

1.5 Scope Of Study

The scope of this study (research) was it would present statistical analysis (assessment) on the
customer satisfaction on the treatment of patient, and quality of services in Dilla referral
hospital.

1.6 Limitation Of The Study

The major limitation of this study are ; the study was conducted in short period of time, there
is a problem of unwillingness and bias of some respondent in answering the questionnaire
and also shortage of computer.
2 Literature Review

While relatively few academic studies in the health care industry appear to exist which look
at the connection between employee satisfaction and patient satisfaction, those that do look at
this topic show a relationship exists. Many health care administrators are increasingly
showing concern for delivering high quality care in which both the customer (patients) and
providers (employees) are satisfied while maintaining a strong financial environment (Love
et al., 2008). This represents a shift in management theory from the 1990s when cost cutting
and the bottom line dominated concerns in the health care industry (Brown, 2002).

In this review of academic literature, we focus on the impact of human resource management
practices such as employee engagement and empowerment on employee satisfaction and
retention, and ultimately how these might impact patient satisfaction. Newman et al. (2001)
outlined how these interrelated issues affect one another based on a review of literature on
nurse recruitment and retention, service quality, and human resource management.

Further compounding this issue, surveys with nurses have indicated that they exhibit loyalty
to patients but often do not feel the same level of loyalty to their employer because they feel
hospital executives are not in touch with the demands of patient care. These findings
highlight the importance of creating engaged employees and the important role of
administrators and other leaders in this process (Curran, 2001).

The increased interest from health care administrators also stems from the belief that high
turnover rates and the lack of commitment negatively affect the provision of care and
ultimately the financial performance of organizations (Morrison, et al. 2007). This viewpoint
helps show why hospitals are increasingly interested in determining effective ways to
customer satisfaction.

Nurse and other health care employees’ satisfaction have been found to have several impacts
on the quality of care delivered which ultimately influences the level of customer
Satisfaction. Newman et al.’s (2001) chain outlines a clear interrelationship between
employee satisfaction, the quality of care, and patient satisfaction.

Patients are the best source of information about a hospital system’s communication,
Education, and pain-management processes, and they are the only source of information
about whether they were treated with dignity and respect. Their experiences often reveal how
well a Hospital system is operating and can stimulate important insights into the kinds of
changes. Those are needed to close the chasm between the care provided and the care that
should be provided (EECMY, 1999).

Patients should be allowed to define their own priorities and evaluate their care accordingly,
Rather than having those criteria selected by professionals. Satisfaction studies can function
to give providers of care some idea of how they would have to modify their provision of
services in order to make their patients more satisfied. The extent to which consumer opinion
can influence policy makers and health care personnel is not only dependent upon collecting
the right kind of data, it also requires that policy makers and health personnel accept the
value of the consumer’s point of view (J.Banis, 2010).

Unlike clinical process measures, which are strictly facility centred, patient satisfaction is a
“Patient centred” process measure. It reflects the patient’s personal response to, and
Evaluation of care (as opposed to the hospitals view of what is appropriate).Patient
Satisfaction is the only available measure of the personal impact of the full spectrum of the
Care process (Abdi, 1999).
3 METHODOLOGY
3.1 Description Of Study Area
This study would have been in Dilla university referral hospital in Dilla town that is found in
SNNPR of Ethiopia. This was 360km for away to south from Addis Ababa. The town had a
longitude and latitude of 6024'30''N 38018'30''E/6.408330N 38.308330E Coordinates:
6024'30''N 38018'30''E /6.408330N 38.308330E, with an elevation of 1570 meters above sea
level. The major socio-economic activity which practicable by people was trade as well as
farming and daily labours. Due to the geographical of the town in Ethio-Keneya road, it make
the town to had more different ethnic groups who makes their temporally residence in the
town. But the dominant ethnic group was Gedio. The town had a dry condition or semi-
desert.

3.2 Methods Of Data Collection

The methods of data collection would involve self administrative questionnaires because of
this data would had wide consequence and hence primary data collection will be used.

3.3 Sampling Technique

In choosing sampling method informant selection, the question the researcher would have
been interested in answering was the great importance. The question would have been
decided to the objectives on which the methodology would be based.

The sampling techniques was called simple random sampling was the deliberate choice of an
important possess.

3.3.1 Simple Random Sampling

Simple random sampling (SRS) was the simplest type of random sampling, and defined as
simple random sampling (SRS) of size n consists of n individual from the population chosen
in such a way that every set of individuals has an equal chance to be a sample actually
selected.
3.3.2 Sample Size Determination
One of the most common questions posted to a survey methodology is sample size
determination. As we know, appropriate sample size is the one which is used in mining and
joining high precession in order to acquire the required information.

The following information will be used.

2 𝑧𝑧
no=𝑧
𝑧2

n=Nn0/(N-1)+z2pq

𝑧𝑧
n= 𝑧 if not adjustment
1+ 𝑧
𝑧

no=1.96(0.8)(0.2)/(0.1)2

no=61.466

61.466
n= 61.466 =51.66≈52
1+
324

✓ the degree of confidence 95%, α=0.05

✓ Total population size (N) i.e. total numbers customers in Dilla referral hospital.
✓ P is determined from pilot survey randomly, and q=1-p
✓ margin of error or absolute precision (d)
✓ N is the total population of dilla referral hospital.

zα/2=1.96 (the accuracy level and significant for 95% CI)

n=sample size in total population.

3.4 Variables Of The Study

3.4.1 Dependant Variable

❖ level of customers’ satisfaction

3.4.2 Independent Variables

❖ Place of residence.
❖ Cost of service
 ❖ Access of drugs
❖ Treatment service
❖ Duration of service
❖ Nursing cure provided
❖ nursing awareness
❖ information about their condition
❖ checking of nurse for the customer

3.5 Method Of Data Analysis And Processing

The data will be analysed with reference to the purpose or objective of the study and analysis
will be done with reference to the research problem and hand or the hypothesis. Therefore, in
this study both inferential and descriptive statistics used in data analysis by using Minitab and
spss soft ware.

3.5.1 Descriptive Statistics

Descriptive statistics is utilizes numerical and graphical methods to look for pattern in the
data set to summarize the information will be revealed in a data set and to present the
information in a convenient or in meaningful form. It is a collection, organization,
summarization, and presentation of data in a meaningful form by using table to describe the
frequency distribution and percentages. From those ways the researcher will use frequency
tables, bar charts, pie charts and etc…

3.5.2 Inferential Statistics

This method is statistical method which facilitates estimating the characteristics of population
for making decision concerning the population based on the sample results. From the
inferential statistics, the researcher will use chi-square test of independence and multiple
regressions.

3.5.2.1 Chi-square Test Of Independence

The procedures are to test the association between two variables where the sample data are
given in the form of the contingency table with r"" and "c", where "r" is raw and "c" is
columns.

Step 1: state the null hypothesis and alternative hypothesis

H0: no association exists between place of residence and customer satisfaction.

H0: no association exists between cost of service and customer satisfaction.

H1: not H0

Step2:-select the design level of significant, significant level “α”

Step 3:-choose the test statistics

𝑧−𝑧
x2=∑𝑧𝑧=1 ∑𝑧𝑧=1 ( )2
𝑧

Where O= individual observation

E= expected value

Step4:-finding the critical value. Critical region x2α/2 (R-1) (c-1), where R is the number of
levels for one categorical variable and “c” the number of level for another category variable

Step5:- decision rules, If level of significant α is greater than p-value we reject the null
hypothesis otherwise we accept it.
3.5.2.2 Multiple Regression Model

Multiple regressions are a type of regression in which we have a dependent and two or more
independent variables. This model is used to study relationship among variables.

The model

The multiple regression models for a response variable, with observed values,

(where is the sample size) and explanatory variables,

with observed values, is:

Where the dependent Variables, the independent Variable is intercept;

is the regression slope or coefficient for a given independent variable , and is random
error term for individual . Equation has one key feature. It assumes that all individuals are

drawn from a single population with common population parameters. The term is the
residual or random error for individual and represents the deviation of the observed value of
the response for this individual from that expected by the model. These error terms are

assumed to have a normal distribution with mean zero and variance

Is normally distributed with mean zero and variance

3.5.2.3 Assumption of Multiple Regressions

The assumption of multiple regression models is as follows:

1. Explanatory variables are strictly assumed to be fixed.

2. Explanatory variables can include continuous, binary, and categorical variables.

3. Additive and linearity: The regression model is that its deterministic component is or
the expected value of the response variable is a linear function of the separate predictors
[equ(1)].
 4. Independence of errors: The regression model assumes that the random error terms are
independent & identical distribution.

5. Equal variance of errors: These random error terms have constant variance.

6. Normality of errors: The regression model assumes that the random error terms are
normal distribution with mean 0 and variance constant.

3.5.2.4 Model Adequacy Checking

Model adequacy checking can be done in order to know whether the major assumption
of the multiple linear standard regression model are satisfied or not, thus any departure
from the assumptions on the errors should show up in the residual plot and its analysis
is effective through:-

▪ Normal probability plot

▪ Histogram with normal curve
▪ Plot of residuals against fitted value

3.5.2.5 Test of Hypotheses

, all explanatory variables have no effect on the

level of the customer satisfaction. At least one of the ’s is different from zero.

Where: Regression Sum of Squares and Error Sum Squares. They are given by

the formula: and

Decision Rule: If the computed is higher than the tabulated with

degree of freedom for regression and degree of freedom for Residual at

significance level, then we reject or (hypothesis that each of, takes

the value zero). Otherwise we do not reject the null hypothesis ( ). In this study,
stepwise regression method will be employed for variable selection. Stepwise multiple
regressions are a combination of forward selection.

3.5.2.6 Test of Significance in One-way Analysis Of Variance(ANOVA)

3.5.2.6.1 The Overall Tests in One-way ANOVA

One-way ANOVA tests the hypothesis that the mean of several populations are equal. The
method is an extension of the two sample t-test, specifically for the case where the population
variance is assumed to be equal.

Model:-Yij=µ+αi+£ij.-i=1,2,....,n

Where µ= is the overall mean

α=factor effect

£=random error

Yij=jth observation ith factor level

A one way analysis of variance requires the following assumptions.

✓ A response or measurement taken from the units sampled.

✓ A factor, or discrete variable that is altered systematically. The different value chosen
for the factor variable are called the level of the factor. Each level of the factors in the
analysis corresponds to the larger population with its own mean. The sample mean is
an estimate of the level mean for the whole population.
✓ The population has normal distribution.
✓ the population has the same variance
✓ samples are simple random sampling
✓ samples are independent each other
✓ £ij are assumed normal distribution with mean zero and variance constant.

A one way ANOVA can be used to tell as if there are statistically significance difference
among the level means the null hypothesis for the test is that all population means(level
means) are the same. The alternative hypothesis is that one or more population means differ
from the others.

The following table summarizes the idea of AOV technique

One-way ANOVA.-dependent variable versus factor level

Source of Sum Degree of Mean Calculated value

variation squares(SS) freedom(DF) squares(MS) (Fcal)

Factor level k-1 MSF MSF/MSE

Error n-p MSR MSR/MSE

Total SST n-1

Table shows the analysis of variance table

Where:-SSE=sum square of errors

𝑧𝑧
MS=𝑧𝑧

K:-refers to the total numbers of factors level

n-:the numbers of observation

k-1:- refers to degree of freedom of the numerator

n-(k-1):- refers to the degree of freedom the denominators

Therefore, the overall test of significance implies that testing the null hypothesis against the
alternative hypothesis. That is

Ho:-µ1=µ2=...=µk.- that means no mean difference between jth factor level against

H1:- Not Ho.- that means there is means difference between jth factor levels.
4 RESULTS AND DISCUSSIONS

The results obtained from SPSS software were discussed in the following descriptive and
inferential part.

4.1 Descriptive Statistics

Table 4.1 persons residence

Valid Cumulative
Frequency Percent Percent Percent

Valid Rural 36 69.2 69.2 69.2

Urban 16 30.8 30.8 100.0

Total 52 100.0 100.0

The above table show that the customer those living in rural are more satisfied than those
who live in urban area at (not satisfied at all, less satisfied, fairly satisfied and highly
satisfied) and also that the client those live in rural are the maximum in number that 36 out of
52 and those who live in urban are less in number that 16.
Figure 4.1:

The above graph shows that the client(customers) those live in rural are more satisfied than
those live in urban.

Table 4.2: Shows the, Frequency, Percent and Cumulative Percent of sex of respondent.
sex of customer

Valid Cumulative
Frequency Percent Percent Percent

Valid Male 21 40.4 40.4 40.4

female 31 59.6 59.6 100.0

Total 52 100.0 100.0

The above table shows that the majority of average percent values of respondents are females
31 (59.6%) and males 21(40.4%). That means the number of females are greater than the
male.

Figure 4.2: Charts of sex of 52 clients in Dilla referral hospital.

The above pie-chart shows that the majority of respondents are females rather than males.
That means the number of females are greater than the male.

4.2 Inferential statistics

4.2.1 Chi-square Test
Table 4.3: Chi-square test of independence, between customer satisfaction and cost for
service
Chi-Square test of Goodness-of-Fit Test for Categorical Variable: Persons residence

Test Contribution
Category Observed Proportion Expected to Chi-Sq
0 36 0.5 26 3.84615
1 16 0.5 26 3.84615

N N* DF Chi-Sq P-Value
52 0 1 7.69231 0.006

Hypothesis testing
1. Stating the null and alternative hypothesis

H0: no association exists between person residence and level of customer satisfaction.

H1: there is association between them.

Step 2.level of significance (α=0.05)

Step 3. Test statistics

step4. Decision Rule based on p-value and α-value

Since p-value (0.006) is less than α-value (0.05) we reject the null hypothesis.

step5.conclusion -Based on the above decision, since p-value of chi-square is 0.006 which is
quite smaller than - value 0.05 then we reject Ho and conclude that level of customer
satisfaction and person residence are dependent and there is perfect linear association
between them.

4.2.2 Multiple Regression Model

Table shows the output for model summary

Adjusted R Std. Error of

Model R R Square Square the Estimate

1 .975a .951 .940 .180

a. Predictors: (Constant), nursing care, persons residence,

sex of customer, information about condition, checking of
nurse, fairness of cost, duration of service, nursing
awareness, treatment service

Table 4.4 shows, the multiple correlation coefficient R = 0.975 indicated that there was a
strong relationship between the observed level of customer satisfaction and the predictors. In
terms of variability in level of customer satisfaction the model was accounted for R2 =95.1%.
Since by definition R2 will increase when further terms are added to the model even if these
do not explain variability in the population, the adjusted R2 is an attempt at improved
estimation of R2 in the population. The index is adjusted down to compensate for chance
increases in R2, with bigger adjustments for larger sets of explanatory variables. Use of this
adjusted measure leads to a revised estimate that R2 =94.0% of the variability in the
population can be explained by the single significant explanatory variable fertility rate.

Table4.5 shows the output of ANOVA

Sum of
Model Squares Df Mean Square F Sig.

1 Regression 26.086 9 2.898 89.782 .000a

Residual 1.356 42 .032

Total 27.442 51

a. Predictors: (Constant), nursing care, persons residence, sex of customer,

information about condition, checking of nurse, fairness of cost, duration of
service, nursing awareness, treatment service
b. Dependent Variable: level of customer
satisfaction

➢ Interpretation for the overall test

Based on the above analysis of variance table we have to test the overall test of regression
model the following procedures are important.
Steps
1. Stating the null hypothesis and alternative hypothesis

, all explanatory variables have no effect on

the levels of the customer satisfaction. vs.

At least one of the ’s is different from zero.

2. Level of significance (𝑧 = 0.05)

3. Test statistics is
𝑧𝑧𝑧/𝑧 𝑧𝑧𝑧
Fcal= 𝑧𝑧𝑧/(𝑧−𝑧) = 𝑧𝑧𝑧 =89.782 or p-value=0.00

4. Decision making.-reject Ho if {Fcal>Fα (k,n-p) p-value<0.05

Where:-k is number of explanatory variable's

P is numbers of parameters

5. Interpretation

Depending up on p-value and α =0.05 level of significance. Since p-value=0.000is less than
α-value =0.05 level of significance. Therefore, we have enough evidence to reject the null
hypothesis. This also indicates that the overall regression model is significant.

Table4.6 output for regression Coefficients

Un standardized Standardized
Coefficients Coefficients

Model B Std. Error Beta T Sig.

1 (Constant) .374 .124 3.006 .004

persons residence -.029 .114 -.018 -.255 .800

sex of customer .006 .117 .004 .051 .959

fairness of cost .273 .157 .179 1.746 .088

treatment service .493 .151 .585 3.254 .002

duration of service -.001 .139 -.001 -.008 .993

nursing awareness .269 .102 .294 2.650 .011

information about
.391 .109 .427 3.585 .001
condition
 checking of nurse -.097 .068 -.145 -1.417 .164

nursing care -.378 .123 -.333 -3.080 .004

a. dependent variable level of customer satisfaction

From the above table, the slope of the variable nursing awareness β6= .269 is positive and the
small p-value i.e. p=0.011 indicates that there is direct relationship between nursing
awareness and level of customer satisfaction. The slope of treatment service of the
hospital β4=.493 indicates that there is positive (direct) relationship between treatment
service of the hospital and level of customer satisfaction at (β=.493, t=3.254 and p=
.002). The slope of the information about condition of the hospital (β=.391,
t=3.585and p=.001) indicates positive relationship with level of customer satisfaction.
And it also shows that the nursing care of service is negatively related with the
dependent variable having (β =-.378, t= -3.080and .004 sig level).

➢ Interpretations' of individual parameters

We can interpret the individual parameters by using the following procedure.

Interpretation for βo.

The value of βo is equal to .374. It means the average impact of the explanatory variables
from the model. That means the effect of all explanatory variables as keeping constant, the
level of customers satisfaction becomes 0.374.

For β1=-0.029

By 2.9% is decreasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the (person residence) increase per unit keeping other variable
constant.

For β2=0.006

By 0.6% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the sex increase per unit keeping other variable constant.
For β3=0.273

By 27.3% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the fairness on cost increase per unit keeping other variable
constant

For β4=0.493

By 49.3% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the treatment service increase per unit keeping other variable
constant

For β5=-0.001

By 0.1% is decreasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the duration of service increase per unit keeping other
variable constant

For β6=0.269

By 26.9% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the nursing care increase per unit keeping other variable
constant

For β7=0.391

By 39.1% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the information about his condition increase per unit keeping
other variable constant

For β8=-0.097

By 9.7% is decreasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the checking of nurse increase per unit keeping other variable
constant

For β9=0.378
By 37.8% is increasing the change in the average value of Y (the level of customer
satisfaction) when the effect of the nursing care increase per unit keeping other variable
constant.

Model Adequacy Checking

From the above histogram, it shows that the customer satisfaction in hospital is positively
skewed. That means most of client are satisfied.

Generally we can conclude that the normality assumption of the regression model that
assume the error term is normally distributed with mean zero and constant variance is
approximately satisfied.
From the above figure as statician one can conclude that the model becomes normal. Because
almost all points of residual are approximately near the line. Or the relation between the
dependent variable (level of customer satisfaction) and the independent variable is linear. By
using this assumption we can check linearity by examining the residual after fitting a given
model to the data we can check linearity assumption by scatter plot of residual against
dependent variable. If linearity assumption is hold. Should be random scatter point so the
above scatter plot graph it satisfies the assumption.
From the above scatter plot as satiation one can conclude that error terms are normally
distributed with mean zero and constant variance is and it means no hetroscedasticity
problem.

The above graph also shows that the error term is normally distributed with mean zero and
constant variance
 Coefficients

Un standardized Standardized Co linearity

Coefficients Coefficients Statistics

Model B Std. Error Beta t Sig. Tolerance VIF

1(Constant) .374 .124 3.006 .004

persons
-.029 .114 -.018 -.255 .800 .225 4.447
residence

sex of customer .006 .117 .004 .051 .959 .189 5.290

fairness of cost .273 .157 .179 1.746 .088 .112 8.936

treatment service .493 .151 .585 3.254 .002 .036 7.443

nursing
.269 .102 .294 2.650 .011 .095 4.479
awareness

information
.391 .109 .427 3.585 .001 .083 6.082
about condition

checking of
-.097 .068 -.145 -1.417 .164 .112 8.894
nurse

nursing care -.378 .123 -.333 -3.080 .004 .101 9.923

The above table 4.8 to check the co linearity of the variables

Know since the variance inflation factor (VIF) is almost between 1 and 10 there is no co
linearity between the variables.
5 CONCLUSSION AND RECOMMENDATION
5.1 Conclusions

As we have seen from the result of the study, we conclude that the nursing care for the
customers is not matched to get the needed treatment so, the client not satisfied. This show as
lack of nursing care has negative influence on customer satisfaction. There is also some
factor that shows positive influence on the customer satisfaction such as treatment service of
the hospital, information about condition of the customer and the nursing awareness of
service. This tells as clients are satisfied if the hospital has nursing awareness, nursing care
and quality of treatment service.

5.2 Recommendations

Based on the results of this study the following recommendations were forwarded:

Some customers are far away from the hospital. In fact they don’t have objection inside the
hospital they paid, but the hospital have no enough medicine. Because of this in patients
forced are did not get enough medicine at the correct time. Form this we recommended that
the hospital should be find solution for this because this the aim of the hospital is to give a
service for those poor people and it must have also enough supply of medicine for those
sleeping inside the hospital inpatients. And also we recommended that the hospital must
have to do with other non-governmental organization in order to minimize those problems
especially problem relate to treatment and shortage of medicine. Generally the hospital must
do more to increase its quality and in order to be successful.
 Reference
Comely, A. and DeMeyer, D (2001), “Assessing patient satisfaction with pain
Management through a continuous quality improvement effort”, Journal of pain

Dufrene, R. (2000), “An evaluation of a patient satisfaction survey: validity and reliability”,
Evaluation and Program Planning, Vol.23, pp. 293-300
Michael Oerlemans, Terry Mills and Jenni Ham, (2004), Measuring Patient Satisfaction, Last
Updated by Bill Fawcett, 5 June 2004, Internet source.
And symptom management, Vol.21, pp.27-40
Newman et al. (2001) outlined how these interrelated issues affect one another based on a
review
Of literature on nurse recruitment and retention, service quality, and human resource
Management.
Patient Satisfaction is the only available measure of the personal impact of the full spectrum
of
The Care process (Ibdi, 1999).
Newman et al.’s (2001) chain outlines a clear interrelationship between employee
satisfactions,
The quality of care, and patient satisfaction.
APPENDEX
DILLA UNIVERSITY
COLLAGE OF NATURAL AND COMPETITONAL SCINCE -
DEPARTM ENT OF STATISTICS
The questionnaire is prepared for collecting information on customers’ satisfaction in
DILLA referral Hospital.
INSTRUCTION:- Dear respondents the general purpose of this study is determine
customer’s satisfaction and to provide information that can be used for action.
Therefore mark “√” in the box provided.
Part 1. Back ground information.
1. Place of residence. Rural □ urban □
2. Sex male□ female □
Part 2.Hospitality service
1. At what level do you satisfied by the services given by the Hospital in percent?
Put it in percent ____________________________
2. Is the cost for the services fair to get needed treatment?
Yes □ No □
3. What do you think about treatment services of the hospital? ______________________
Part3. The following questions are about nursing care you received when you stay
hospital?
4. At what manner there always being a nurse around if you called them?
Always□ Usually □ Sometimes □ Never □
5. The nurses awareness your needs?
Satisfying at all □ Less satisfying □ Fairly satisfying □ Highly satisfying □
6. Information nurses gave you about your condition and treatment?
Not satisfying at all □ Less satisfying □ Fairly satisfying □ Highly satisfying □
7. How often nurses check to see if you were healthy?
Once a week□ Twice a month□ Once a month□ Not checked □
8. What do you think about the quality of services?
Not satisfying at all □ less satisfying □ fairly satisfying □ highly satisfying □