DOES WORK ENVIRONMENT MATTER IN CATERING SERVICES? EFFECT OF WORK ENVIRONMENT ON INPATIENTS SATISFACTION WITH FOOD SERVICES IN KIAMBU COUNTY HOSPITALS
Waithaka Veronicah Nduta - Department of Hospitality and Tourism, Kenyatta University, Kenya
Dr.Rosemarie Khayiya - Department of Hospitality and Tourism, Kenyatta University, Kenya
Dr.Teresa Kinuthia - Department of Hospitality and Tourism, Kenyatta University, Kenya
ABSTRACT
The modern business environment is characterised by cutthroat competition, advancement in technology and more enlightened customers who demand quality merchandises and amenities from the firm. In the wake of this information, consumers are aware of their rights for quality services. Consequently, business managers must adopt high quality customer service practices to propel the business growth agenda and remain competitive. In the last decade, health service delivery in Kenya has been associated with patient negligence, lack of adequate drugs in hospitals, unwarranted deaths, poor sanitation, and inadequate facilities such as beds and misappropriation of funds. Other challenges include inadequate human capital, lack of proper policies on healthcare management, inadequate health infrastructure, and lack of commitment from the County governments to improve services. This study sought to establish the effect of work environment on inpatient satisfaction with food services in Kiambu County hospitals. The study was anchored on the expectancy theory. The research design adopted was descriptive survey design. The target population for this study was 1074 respondents drawn from the management staff and catering employees of level four and five hospitals in Kiambu County, from which stratified random selection was used to select a sample of 283 respondents. Primary data was collected through a semi structured questionnaire and observations. Both descriptive statistics and inferential analysis were utilised in data analysis. Inferential analysis was conducted through correlation and multiple regression analysis. The study found that work environment had a strong positive correlation with inpatient satisfaction. In addition, work environment had positive significant effect on inpatient satisfaction with food services in Kiambu County hospitals. The study thus recommends that hospitals should improve their work environment by ensuring work-life balance and providing a wider work space to help employees work efficiently.