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Kaba

The study assesses customer satisfaction among insured patients at Injibara General Hospital, revealing a 73.4% satisfaction rate but highlighting significant issues with cleanliness, waiting times, and lab availability. It employs a cross-sectional design with 109 respondents, using statistical methods like chi-square tests and logistic regression to identify key satisfaction predictors. Recommendations include staff training, improving cleanliness, and ensuring lab supplies to enhance patient experience.

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Tucho Yadeta
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7 views21 pages

Kaba

The study assesses customer satisfaction among insured patients at Injibara General Hospital, revealing a 73.4% satisfaction rate but highlighting significant issues with cleanliness, waiting times, and lab availability. It employs a cross-sectional design with 109 respondents, using statistical methods like chi-square tests and logistic regression to identify key satisfaction predictors. Recommendations include staff training, improving cleanliness, and ensuring lab supplies to enhance patient experience.

Uploaded by

Tucho Yadeta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Collage of Natural and Computational Science

Department of Statistics
Senior Research Project on Assessing Customer
Satisfaction of Health Insurance about health service
delivery in injibara general hospital

INJIBARA,ETHIOPIA
Outlines
 Introduction
 Problem Statement
 Objectives
 Research Questions
 Significance of the Study
 Methodology
 Variables
 Statistical methods
 Results
 Conclusion
 Recommendation
Introduction
Patient satisfaction is a key indicator of
healthcare performance.
Reflects perceptions of care, communication,
and environment.
Health insurance improves access but may be
undermined by poor service.
Study focuses on Injibara General Hospital’s
insured patients.
Problem Statement
There is a disconnect between insurance
benefits and real services.
Insured patients face:
- Long waiting times
- Unprofessional staff
- Lab supply shortages
- Poor hygiene
Objectives
General: Assess satisfaction among insured
patients.
Specific:
- Identify factors affecting satisfaction
- Use statistical models to predict satisfaction
- Recommend improvements
Research Questions
1. What is the satisfaction level?
2. Which services affect satisfaction most?
3. Can we predict satisfaction statistically?
4. What recommendations can be made to
improve satisfaction?
Significance of the Study
Ultimately, our goal is to help bridge the gap
between health policy, hospital practice, and
patient experience.
For Hospitals: Improve weak service areas
For Policy Makers: Evaluate insurance
impact
For Researchers: Data-driven healthcare
insights
For Patients: Better care and responsiveness
Methodology
Design: Cross-sectional study
Sample: 109 insured patients
Tool: Structured questionnaire
Analysis:
-Descriptive stats,
-Chi-square,
-Logistic regression
Software: SPSS
Variables Overview
 Dependent: Patient Satisfaction (Yes/No)
 Independent:
- Punctuality
- Politeness
- Cost
- Cleanliness
- Lab access
- Waiting time
- Staff sufficiency
- Registration ease
Statistical Methods
 Descriptive Statistics: Mean, frequency,
percentage
 Chi-square Test: To assess association between
satisfaction and service-related variables
 Binary Logistic Regression:
-Determine predictors of satisfaction
-Generate Odds Ratios (ORs) to interpret effect size
 Model Diagnostics:
-Hosmer-Lemeshow test (model fit)
-Pseudo R² (predictive power)
109 respondents status based gender, age and
marital

Figure 4. 2 Bar chart of sex of patients Figure 4. 3 Bar chart for age of patients

Figure 4. 4 Bar chart of marital status


Descriptive Results
73.4% reported satisfaction
High dissatisfaction with:
- Cleanliness (87.5%)
- Waiting time (66.7%)
- Lab availability
Figure 4. 1 Pie chart of overall satisfaction
Chi-Square Test Results
 Significant: Politeness, cost, cleanliness, lab,
staff, wait time
Not significant: Age, sex, marital status,
registration
Logistic Regression Model
Strong predictors:
- Politeness (OR = 251)
- Cost (OR = 31.1)
- Cleanliness (OR = 112)
- Lab supply (OR = 886)
- Waiting time (OR = 17–64)
Model fit: 93.6% accuracy, p = 0.978
Discussion of Findings
Satisfaction higher than some studies
Cleanliness and wait time need attention
 Politeness is most influential
 Aligns with global trends
Conclusion
 73.4% satisfied
Top issues: cleanliness, lab, waiting
Model effective in predicting satisfaction
Clear path for targeted improvement
Recommendations
 Train staff on communication
 Enhance cleanliness
 Ensure lab supplies
 Streamline service flow
 Use surveys for ongoing feedback
Study Limitations & Future Work
 Limited to one hospital
 Potential response bias
 Future research:
- Broader scope
- Qualitative insights
- Long-term tracking
Policy Implications
 Benchmark satisfaction in policy
 Tie insurance funding to performance
 Use data for hospital accountability
Acknowledgments
Thanks to advisor,
university, hospital staff,
and participants
Thank You!!

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