The Effect of Service Quality on Customers’ Satisfaction: A Study on Public Healthcare Centers at Yeka Sub-City in Addis Ababa, Ethiopia

Objective: The general objective of this research is to identify the effect of healthcare service quality on the customers’ satisfaction at the public health centers of the Yeka sub-city in Addis Ababa, Ethiopia. Material and Methods: This cross-sectional study was conducted in 2020, across public health centers at Yeka sub-city, Addis Ababa; Ethiopia. Using proportional allocation, 567 participants were selected through a systematic exit interview approach at every 7th interval. Data analysis included the frequency distribution of socio-demographic characteristics and satisfaction levels, presented in tables and figures. Logistic regression analysis at a 95% confidence interval was used to identify the predictors of customer satisfaction; at a p-value<0.005. Results: A total of 567 (69.66% female) study subjects were included.The response rate was recorded to be 98.61%, overall customer satisfaction accounted for 400 (70.55%) [95% Confidence Interval: 66.80%-74.30%]. Logistic regression analysis revealed that responsiveness (odds ratio [OR]=5.21, p-value<0.000), reliability (OR=7.47, p-value<0.000), and empathy (OR=2.44, p-value<0.005), along with other service quality sub-components, had a significant positive impact on customer satisfaction.Conclusion: The level of customers’ overall satisfaction in this study is significantly higher compared to most other studies conducted in Ethiopia. Factors; such as reliability, responsiveness, and empathy were positively linked to customers’ satisfaction. To further enhance satisfaction and encourage the use of healthcare services, health centers should focus on improving the quality of their healthcare services.