Service Quality, Client Attributes and Client Satisfaction With Family Planning Services in Public Health Facilities In Kampala District- A Case Of Kisenyi HCIV.
| dc.contributor.author | Atwine Edson | |
| dc.date.accessioned | 2026-06-05T09:31:50Z | |
| dc.date.available | 2026-06-05T09:31:50Z | |
| dc.date.issued | 2025-07-28 | |
| dc.description | This is a master's thesis. | |
| dc.description.abstract | Globally, the uptake of family planning (FP) services has seen only modest progress. In Uganda, the contraceptive prevalence rate remains at 37%, with an unmet FP need of 30.5%, falling short of national targets partly due to suboptimal service quality and low client satisfaction. This study explored the quality of FP services, examined the relationship between service quality and client satisfaction, and assessed the moderating effect of client attributes on this relationship in public health facilities in Kampala, focusing on Kisenyi Health Centre IV. A convergent parallel mixed methods design was employed, incorporating both quantitative and qualitative approaches. Quantitative data were collected from 366 FP users through structured questionnaires, while qualitative insights were drawn from in-depth interviews with nine FP clients. The SERVQUAL model was used to assess service quality across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Client satisfaction was evaluated using four binary indicators. Quantitative data were analyzed using SPSS version 28 with descriptive statistics and linear regression, and qualitative data were analyzed thematically using Open Code software version 4.03. The results demonstrated a moderate positive correlation (r = 0.486) between service quality and client satisfaction. Linear regression analysis confirmed a significant relationship (β = 0.068, p < 0.001), which remained unchanged after adjusting for client attributes (adjusted β = 0.069, p < 0.001). The adjusted R-squared for the full model (0.233) was nearly identical to that of the crude model (0.234), indicating that client attributes age, education, marital status, and occupation did not significantly affect this relationship. Qualitative findings emphasized that clients valued empathy, assurance, and responsiveness from healthcare providers but expressed concerns over stockouts and long wait times. In conclusion, enhancing service quality, particularly by fostering empathetic and assuring provider-client interactions, can significantly improve client satisfaction. Addressing structural and logistical barriers such as commodity stockouts and extended wait times is essential to optimizing FP service delivery in Uganda. | |
| dc.description.sponsorship | Dr.Naluwooza Ruqqaiya (Makerere University Business School) & Mr. Onesmus Kamacooko (Makerere University Business School) | |
| dc.identifier.citation | Atwine, E. (2025) Service Quality, Client Attributes and Client Satisfaction With Family Planning Services in Public Health Facilities In Kampala District- A Case Of Kisenyi HCIV. Makerere University Business School. | |
| dc.identifier.uri | http://hdl.handle.net/20.500.12282/5560 | |
| dc.language.iso | en | |
| dc.publisher | Makerere University Business School | |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | en |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | |
| dc.title | Service Quality, Client Attributes and Client Satisfaction With Family Planning Services in Public Health Facilities In Kampala District- A Case Of Kisenyi HCIV. | |
| dc.type | Thesis |