Service Quality Improvement in Healthcare: Case Study in Tikur Anbessa Hospital

Quality is a determinant factor for the long term success of firms. It is also important in service industries as it is highly related with customer satisfaction at each step in the process. Quality in healthcare thus needs much attention as it is a work of life perpetuation. In Ethiopian healthcare sector, there is a responsiveness problem. Due to this, it is common to hear customer complaints in hospitals and the complaints regarding the delay and service quality are aggravating. This book examines service quality of Tikur Anbessa Hospital under the light of quality concepts and proposes solutions which are helpful in minimizing the core problems.

Shewit Woldegebriel was born in Ethiopia. She received B.Sc degree from Bahir Dar University in 2005 and M.Sc degree from Addis Ababa University in 2009 in Industrial Engineering.Now,she is a PhD student at Addis Ababa University in the same stream and Lecturer at Bahir Dar University.