Effect of Internal Customers’ (Doctors and Nurses) Satisfaction Level on the Patients and Co-patients Satisfaction (A Case Study at Royal Care International Hospital)

Abstract

The main problem investigated in this thesis is the effect of the internal customer (Doctors and nurse) satisfaction level on the external customer (patient and co patients) satisfaction in RCIH. The objectives of the study are to determine the level of the internal customers’ satisfaction, to determine the level of the external customers’ satisfaction and to determine the effect of the level of internal customer’s satisfaction on the external customer’s satisfaction on the service quality delivery. The researcher adopted the descriptive analytical approach .Population consists of internal customers (26(external customers (46).The population represents the sample of this study because it is generally small. Two different questionnaires distributed among the internal and external customers in the hospital. SPSS used for Data analysis. The study hypotheses are there is a relationship between internal customer satisfaction and external customer satisfaction or there is no relationship between internal customer satisfaction and external customer satisfaction. The results revealed that there is an effect of internal customers) satisfaction level on the external customer satisfaction. Recommendation to the hospital staffs the management and the staff must improve the level of service and products.