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The impact of risk management on service quality in public hospitals
Dissertation (MBA)--University of Pretoria, 2010.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613499385970688 |
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| access_status_str | Open Access |
| author2 | Beyer, Buzz |
| author_browse | Beyer, Buzz |
| author_facet | Beyer, Buzz |
| collection | Thesis |
| dc_rights_str_mv | © 2009 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MBA)--University of Pretoria, 2010. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/24396 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:37:07.296Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/24396 The impact of risk management on service quality in public hospitals Beyer, Buzz upetd@up.ac.za Mnyani, Ncumisa UCTD Risk management Public hospitals Dissertation (MBA)--University of Pretoria, 2010. Purpose – The main aim of this study is to investigate the relationship between risk management practices and service quality in outpatient departments of Gauteng public hospitals. The study also evaluates the quality of the service provided at these outpatient departments. Methodology – The research design firstly included the review of literature on risk management and service quality. The study applied a quantitative research methodology where structured self-administered questionnaires were used as the data collection tools which were distributed to hospital staff to assess the relationship between risk management practices, and different set of questionnaires distributed to patients visiting the outpatient department. Judgement and convenience sampling was used to select the hospital staff and the patients, whereas stratified sampling was used to select the hospitals that were visited. Findings - The study reveals that outpatient departments of Gauteng public hospitals seem to be performing well with high patient perception scores. The positive aspects of service quality include neat and knowledgeable staff and informative patient files. The results show that only some of the risk management practises had a significant effect on service quality, such as management support and commitment, training and education and continuous improvement. Gordon Institute of Business Science (GIBS) unrestricted 2013-09-06T17:25:53Z 2010-07-07 2013-09-06T17:25:53Z 2010-04-11 2010-07-07 2010-05-06 Dissertation Mnyani, N 2009, The impact of risk management on service quality in public hospitals, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/24396 > G10/342/ag http://hdl.handle.net/2263/24396 http://upetd.up.ac.za/thesis/available/etd-05062010-140551/ © 2009 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Risk management Public hospitals The impact of risk management on service quality in public hospitals |
| title | The impact of risk management on service quality in public hospitals |
| title_full | The impact of risk management on service quality in public hospitals |
| title_fullStr | The impact of risk management on service quality in public hospitals |
| title_full_unstemmed | The impact of risk management on service quality in public hospitals |
| title_short | The impact of risk management on service quality in public hospitals |
| title_sort | impact of risk management on service quality in public hospitals |
| topic | UCTD Risk management Public hospitals |
| url | http://hdl.handle.net/2263/24396 http://upetd.up.ac.za/thesis/available/etd-05062010-140551/ |