Customer Service and Its Impact on Client's Attraction and Retention in Tamale Technical University Hospital

Abstract

The study examined the concept of customer service and its impact on clients' attendance to Tamale Technical University Hospital.  A sample of 100 clients was drawn using a simple random procedure. A cross sectional and purposive study techniques were applied. Formal interview and questionnaire schedules were the research instruments used for data collection. The study revealed that, the use of technology, availability of drugs, quality customer services and good communication are strong determinants to attraction and retention of customers in a hospital. The study also revealed that poor customer service has high effect on male attendance to hospital than female. Reducing clients waiting times and good courtesy to clients emerged as strong factors that can retain customers in a facility. Policy initiatives and recommendations to address poor customer services have been made.