Well Come To Our Presentation

GROUP -4
 Chapter One
1. Introduction
1.1. Background of the study

The according to Oliver,1999);

- Customer satisfaction is the level of
satisfaction that consumers experience
having used a service.
- Customer satisfaction is the actual how
customers evaluate the ongoing
performance and customer expectation.
According to Kotler,2006)
Customer Satisfaction: is largely is the main
issue that must be considered in providing
quality service to the customers.
And
Health care service is one of the most popular
parts of service delivery (Zeightaml,2003)
- The key characteristics of service leading role
is human being participating in the process of
service delivery.
Services obtained from hospitals and health care are:
Examination Of Diagnosis
Testing of HIV/AIDS
Consulting in most higher educational
institutions. Hence, ECSU, has also provide own
health service to students:
BUT, the poor service delivery highly compliant
observed in ECSU.
therefore, the researchers conducting by taking
customer satisfaction in service delivery in the
case of ECSU health clinic.
 1.2. Statement Of The Problem
The study focus on the assess the customer
satisfaction in ECSU clinic service delivery.
Better customer satisfaction is the extent to which the
customers feel needs are fulfill and their expectations
are being met by service provider . However, the
existing experience revealed that there is “Poor
service delivery”
Some Problems Are :
lack of properly designed laboratory rooms
shortage of short term and long term training for staffs
shortage of equipment and medical supplies
absence of supervision of laboratory staffs
1.3. Objectives Of The Study
1.3.1. General Objectives
- To assess the level of customer satisfaction in
ECSU students’ Clinic Service Delivery.
1.3.2. Specific Objectives
- To identify factors which hinders customer
satisfaction in clinic service.
- To examine the level of customer satisfaction
- To suggest action to be taken for improvement of
customer satisfaction.