oa Botswana Institute of Administration & Commerce Journal - Service quality and customer satisfaction in health care services: the case of Princess Marina Hospital

Volume 1, Issue 1
  • ISSN : 1729-1070



This study reports the findings of testing a hypothesis that differences exist amongst the three groups of customers; outpatients, admitted patients and observers. The statistical method of analysis involved the means, ANOVA and Multiple Comparison Mean test. The results verified the existence of differences in perception of service quality in the hospital service amongst the three groups of customers.

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