The impact of administrative behavior on client experience in international medical centre Soroti, Uganda
Year: 2025
Type: article
Study design: Observational Study
Abstract: This paper looks into how administrative behaviour affects client experience at the International Medical Centre in Soroti, Uganda. It addresses an important gap between what clients expect and the current administrative practices. The purpose of this research is to look into how different parts of administrative behaviour affect the client experience at the International Medical Centre in Soroti, Uganda. The main issue examined is the possible disconnect between what clients expect and the administrative practices in place. This requires gathering both qualitative data from client interviews and quantitative data from customer satisfaction surveys to fully grasp the relationship and its effects on improving services. Using a mixed-methods approach that includes qualitative interviews with clients and quantitative surveys on customer satisfaction, the study provides key insights into how different aspects of administrative conduct like communication, responsiveness, and empathy affect patients' views and overall satisfaction. The findings indicate that differences between what clients expect and the actual services provided can reduce satisfaction levels, stressing the critical role that good administrative practices play in improving patient experiences. The implications of this research are important for the healthcare industry, as they highlight the need for providers to adjust their administrative strategies to better meet client needs and expectations, creating a more positive and supportive environment. In conclusion, this study contributes to the wider discussion on improving healthcare quality, suggesting that focusing on administrative behaviours is crucial for better patient outcomes and overall institutional performance. This offers a route for medical centres to enhance their service delivery and achieve greater levels of client satisfaction.
Institution: Islamic University in Uganda
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: hybrid
OpenAlex ID: W4409591990