Customer Perceived Value On Satisfaction At Kisumu Specialist Hospital (Research Paper Sample)

EFFECT OF CUSTOMER PERCEIVED VALUE ON SATISFACTION AT KISUMU SPECIALIST HOSPITAL, KENYA
BY
CAROLYNE NYAKERARIO BITENGO
D61/60731/2013
A RESEARCH PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION, SCHOOL OF BUSINESS, UNIVERSITY OF NAIROBI
NOVEMBER, 2018DECLARATION
I declare that this thesis is my original work and has not been submitted elsewhere for examination, award or publication. , Where other people’s work or my own work has been used, this has been properly acknowledged and referenced in accordance with the University of Nairobi’s requirements.
Name: Carolyne Nyakerario Bitengo Signature:_________________
Registration No: D61/60731/2013Date:_____________________
This thesis has been submitted for examination with my approval as the university supervisor.
Name: Alex JalehaSignature:_________________
Lecturer University of NairobiDate:_____________________
ACKNOWLEDEMENTS
I take this opportunity to thank almighty God for granting me life, resources and good health to pursue my studies. I also thank my loving parents, James Bitengo and Damaris Abungu, for ensuring that I got the best education and upbringing.
In addition, my deep appreciation to my husband Patrick Marwa for his unwavering financial support, understanding and encouragement in my studies. I also thank my children Vanessa Mokami, Warren Marwa and Israel James for always cheering me on.
My gratitude to my lecturers and supervisor Mr Alex Jaleha for steering me in the right direction and constant feedback that has made this project a success.
DEDICATION
I dedicate this project to my loving father James Bitengo, who died before witnessing its completion. His love, support and encouragement was greatly instrumental in inspiring me to complete the project.
TABLE OF CONTENTS
HYPER13 HYPERLINK \l "__RefHeading___Toc531249502"HYPER14DECLARATIONi
ACKNOWLEDEMENTSii
DEDICATIONiii
TABLE OF CONTENTSv
LIST OF TABLESix
LIST OF FIGURESx
ACRONYMS AND ABBREVIATIONSxi
CHAPTER ONE: INTRODUCTION1
1.1 Background of the study1
1.1.1. Concept of Perceived Value3
1.1.2. Concept of Customer Satisfaction4
1.1.3 The Kenya’s Healthcare Sector5
1.1.4. Kisumu Specialists Hospital6
1.2 Research Problem7
1.3 Research Objective9
1.4 Value of the study9