Measurement of internal service quality in private hospitals among service providers at Nsambya Hospital (uganda)

The purpose of this study was to identify internal service quality dimensions from the perspective of providers and establish a relationship between the dimensions and organization service quality commitment. This study was carried out among service providers at Nsambya hospital where quantitative data was collected using a questionnaire. Variables used include the dependent variable which was organization commitment and the independent variables such as reliability, responsiveness, assurance, empathy, and tangibles were measured. To measure hospital service quality at Nsambya hospital, the service providers were assessed using a 5-point level Likert scale (SERVQUAL) model. 72 respondents were selected using a stratified proportional sampling technique. Demographics factors were measured in which questions related to gender, age, education level, area of work, and length of time in the current job were included. Data were analyzed using the SPSS 16.0 statistical package. Multiple regression analysis was used to identify the relationship between service dimensions and organizational commitment while independent sample T-test and ANOVA were also applied to identify mean and variance differences. The study discovered that all dimensions of service quality with the exception of empathy were applicable and significant. Tangible measures topped the list (M=3.8764, SD=0.56156), followed by responsiveness (M=3.7639, SD=0.51088), reliability (M=3.7551, SD=0.44526), and finally Assurance (M=3.7215, SD=0.62932). Also according to the mean of the empathy dimension (M=3.3032, SD=0.59524), it discovered that the dimension affected service provision negatively. The mean results showed that there were no differences among workers from different department of work and gender in regards to reliability, assurance, empathy, tangibles, responsiveness and commitment to service quality. However some mean differences were discovered in regards to education with the reliability and responsiveness dimensions. Keywords: Service quality, Service quality concept, Service quality models, internal service quality, organizational commitment and service dimensions.