Includes bibliography (74-78 p.)

'Abstract Aminu Kano Teaching Hospital is an organization committed to ensuring that patients and their family receive outstanding, compassionate care and excellent service from every person in its hospital workforce. In its attempt to fulfill this objective, the Hospital has made the issue of improving patient/customer satisfaction one of its main areas of concern. A cross sectional study was carried out with a view to find out what factors affects patient satisfaction in this hospital. A total of 228 patients participated in this study. The study revealed that female patients have the highest number with 51.3%. Majority of the patients were aged between 26-35 years (55.7%), and the majority of the patients have secondary education and above. Only 15.5% have no education and 15% also with primary education. The hospital has a good reputation with 93% of the respondent having a good attitude toward the hospital and its services. Some of the reasons for this positive attitude resulted from doctors' competence with 74.4% and friendliness and courteousness with 72.3%. Overall satisfaction was 94.8%, only 5.2% were dissatisfied among patients. Age, gender, level of education and attitude had satistically significant association with patients' satisfaction on the patients' socio demographic variables with P value 0.003, 0.004, 0.002 and 0.002 respectively.Access to care and technical competence were more statistically significant in the provider factor with P value 0.001 both and interpersonal communication with 0.003. On the hospital milieu, availability of amenities had a significant association with patients' satisfaction with P value 0.003. Creation of patients or customer relationship management, communication of patients survey results, strict adherence to standard of diagnosis and treatment and improvement in the waiting time before seeing doctor were among the major recommendations of this study. Key words; patients, patients' satisfaction, hospital'

1 CHAPTER ONE

1 Introduction

3 The Nigeria Health System

5 Health Status

6 Nigerian Health Sector Startegies,Mission Statements and Goals

7 An over of the Organisation (AKTH at a glance)

7 Statement of the problem

10 Significance of the study

11 General objectives

11 Specific objectives

12 Research question

12 Conceptual framework/research model

13 Variables under conceptual framework

13 Dependent variable

13 Independent variables

15 Operational definition of terms

15 Limitation of the study

16 CHAPTER TWO

16 Introduction

17 The concept of patient satisfaction

19 Provider's perception of the concept patient satisfaction

20 Determinants/factors affecting patients' satisfaction

25 Technical Competence

25 Interpersonal communication

26 Availability of amenities

26 Access to care/Accessibity

27 Benefits of patients satisfaction

28 Measurements of patient satisfaction

30 Some Models of Patient Satisfaction

36 CHAPTER THREE

36 Introduction

36 Research Design

37 Study population

37 Inclusıon criteria

38 Exclusion criteria

38 Sample Size and sampling technique

40 Data Collection Instrument

40 Validity and Reliability of Instrument

41 Scale

41 Data Collection Procedure

42 Data Analyses procedure

43 CHAPTER FOUR

43 Introduction

64 Discussion

64 Socio-demographic characteristics of respondents

65 Chi-square result for some socio-demographic characteristics of patients

66 Research question number two

67 Research question number three

68 Research question number four

68 Research question number five

68 Factors for satisfaction as responded by patients during discussion

69 Factors for dissatisfaction among patients

70 CHAPTER FIVE

70 Summary

71 Conclusion

71 Recommendation

74 Bibliography