Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital
A dissertation submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Master’s Degree of Business Administration in Corporate Management (MBA-CM) of Mzumbe University.
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| Formato: | Tesis |
| Lenguaje: | inglés |
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Mzumbe University
2024
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| Acceso en línea: | https://scholar.mzumbe.ac.tz/handle/123456789/844 |
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| _version_ | 1835205599018614784 |
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| author | Mruma, Leonora R. |
| author_facet | Mruma, Leonora R. |
| author_sort | Mruma, Leonora R. |
| collection | DSpace |
| description | A dissertation submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Master’s Degree of Business Administration in Corporate Management (MBA-CM) of Mzumbe University. |
| format | Thesis |
| id | oai:null:123456789-844 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2024 |
| publisher | Mzumbe University |
| record_format | dspace |
| spelling | oai:null:123456789-8442024-05-28T09:43:40Z Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital Mruma, Leonora R. Quality Service Health Centre Reforms Human Relation Theory Democratic Participatory Theory Dodoma Regional Referral Hospital A dissertation submitted to Mzumbe University as a partial fulfillment of the requirement for the award of Master’s Degree of Business Administration in Corporate Management (MBA-CM) of Mzumbe University. The purpose of this study was to explore the extent to which workers participation influence quality service delivery in different departments or sections of Dodoma regional referral hospital. The study adopted a case study design which enabled the study to triangulate the data and information. In this study, four methods of data collection were used, namely: questionnaires, semi structured interview, focus group discussions and documentary review from a sample of 150 respondents. SPSS from software version 16 was used to analyze data that were collected. The data analysis includes the use of simple description of percentages, tables and graphs. Generally, performance or staff appraisal is the one which determines the level of performance of section or department and eventually the hospital as a whole. As the staff performs well, the whole section performance becomes valid. On participation of workers, the study found that workers’ frequency of involvement was high (42.3%) and they participated in making duty rosters. There is a strong relationship between workers participation and quality service delivery. The more they participate the more quality service delivery becomes. The study also revealed that several strategies were used by the management to improve quality service delivery such as team spirit, availability of quality working facilities, good and conducive working environment. The study recommends that DRRH should strive to maintain the high standard it has in order to keep patients satisfied with the services they receive; should encourage the staff to treat patients with courtesy and respect in line with the health sector reforms and patient centered quality assurance; and should review the working arrangements and procedures at different service delivery stations in order to improve efficiency, minimize patient waiting times and provide for patient comfort. Private 2024-05-28T09:43:36Z 2024-05-28T09:43:36Z 2014 Thesis APA https://scholar.mzumbe.ac.tz/handle/123456789/844 en application/pdf Mzumbe University |
| spellingShingle | Quality Service Health Centre Reforms Human Relation Theory Democratic Participatory Theory Dodoma Regional Referral Hospital Mruma, Leonora R. Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title | Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title_full | Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title_fullStr | Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title_full_unstemmed | Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title_short | Workers participation on quality service delivery in government hospitals: A case of Dodoma Regional Referral Hospital |
| title_sort | workers participation on quality service delivery in government hospitals a case of dodoma regional referral hospital |
| topic | Quality Service Health Centre Reforms Human Relation Theory Democratic Participatory Theory Dodoma Regional Referral Hospital |
| url | https://scholar.mzumbe.ac.tz/handle/123456789/844 |
| work_keys_str_mv | AT mrumaleonorar workersparticipationonqualityservicedeliveryingovernmenthospitalsacaseofdodomaregionalreferralhospital |