Effect of leadership style on clients satisfaction in health facilities in Bantama sub-metro of Ashanti region, g Ghana
Loading...
Date
November, 2019
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Introduction
The state of client satisfaction in a hospital could be largely seen to be dependent on
the type of leadership style exercised by top management of the hospital. Patient
satisfaction enhances hospital image, which translates in increased patronage of the
services of a particular hospital. Therefore, this study was aimed at assessing the
effect of leadership style on client‟s satisfaction in Suntreso Government Hospital in
the Bantama Sub-Metro in the Ashanti Region of Ghana.
Methods
The study was quantitative using cross-sectional study design. A total of 292 clients
and 150 staff from the hospital was interviewed using structured questionnaire. The
data were analysed using Stata version 12. Chi-square was used to establish any
association between the various leadership styles and clients‟ satisfaction. Statistical
significance for all testing was set as 0.05.
Result
The Health care managers employed both transformational leadership styles and
transactional leadership styles. Also, a high proportion of clients (84.2%) were
satisfied with the service received.
Finally, transformational leadership styles such as Individual Consideration (p-value
=0.0141), Intellectual Stimulation (p-value = 0.0221) and Inspirational Motivation (pvalue =0.0337) had significant relationship with the level of clients satisfaction.
Finally, the relationship between transactional leadership styles such as Contingent
Reward (p-value =0.0235), Management by Exception – Active (p-value =0.0311),
xi
Management by Exception – Passive (0.0167) and client satisfaction was statistically
significant.
Conclusion
Leaders were practicing both transformational and transactional leadership styles and
this translated into a high level of clients‟ satisfaction. Therefore, management should
continue to encourage the use of both leadership styles in order to sustain the level of
client‟s satisfaction
Description
A thesis submitted to the Department of Health Policy, Management and Economics, College of Health Sciences, School of Public Health, KNUST in partial fulfilment for the Award of Master in Public Health.
Keywords
Leadership style, Clients satisfaction, Health facilities, Bantama