Volume 5 ISSUE 1

A COMPARATIVE ANALYSIS OF CUSTOMER CARE INITIATIVE BY PUBLIC AND PRIVATE HEALTHCARE INSTITUTIONS IN UYO METROPOLIS

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Abstract

This study sought to examine customer care initiatives as exemplified in the public and private healthcare institutions in Uyo Metropolis. Two hundred patients (customers) responded to a 20 item questionnaire constructed and validated by the researcher. One null hypothesis was tested using mean and independent t-test. The results reveal that customer care initiative was particularly poor in public healthcare institutions than in the private healthcare institutions, while the result of the hypothesis test shows that there was also statistically significant mean difference between the public and private healthcare institutions in providing customer care programmes. Based on these findings, it was recommended among other things that a fully integrated customer care project be initiated in all healthcare institution as part of the millennium development goals (MDGs,) strategy.

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