Customer Satisfaction among Nursing Officers: Experience of Service Recipients at a District Health Office in Sri Lanka

Abstract

Introduction: Customer satisfaction, efficiency and effectiveness are key essential characteristics of good service delivery. Unacceptable delays in providing services and subsequent re-visits had created customer dissatisfaction with services provided by the Regional Director of Health Services’ Office, Kurunegala. A descriptive cross-sectional study was conducted to assess the current levels of customer satisfaction, efficiency and effectiveness of service provision to nursing officers at the Regional Director of Health Services’ Office, Kurunegala. Methods: Ten services offered to nursing officers from Establishment Branch were prioritized for the assessment. The research adopted mixed methods and involved a customer survey, a desk review, key informant interviews and focus group discussions. Proportions, percentages and means were calculated for quantitative data and z test for percentages was applied as appropriate. The p-value <0.05 was considered significant. Narrative analysis was done for qualitative data.