Evaluating Customers’ Perceptions on the Reliability of Healthcare Services Provided by Government Hospitals: A Case Study of Ilala District Council

Abstract

This article aims to evaluate customers’ perceptions on the reliability of healthcare services provided by government hospitals. This study employed a descriptive research design and quantitative research approach. The target population includes customers of Mnazi Mmoja Hospital and Amana Referral Hospital. A sample size of 384 respondents was used. Data were collected by using the SERVQUAL questionnaire and interview method, and the collected data were analysed by using average scores and gap scores for quantitative data and thematic analysis for qualitative data. This study revealed significant gaps in service delivery and reliability. Service reliability meets expectations in timeliness; improvements are needed in consistency and accuracy. Medical staff show strengths in timely service but struggle with handling complaints promptly. Positive perceptions of trustworthiness and safety contrast with communication gaps in treatment plans and privacy protection. If these gaps are not addressed, the healthcare system risks higher rates of patient dissatisfaction, increased infections, longer recovery times, and potentially higher mortality rates, leading to declining public trust and worsened public health outcomes. The urgent need to evaluate and improve healthcare reliability is ensuring that government hospitals do not fall short in providing safe, timely, and consistent services. This study fills a gap by focusing on the specific reliability aspect in service delivery, particularly in Tanzanian government hospitals, where systemic inefficiencies often go unchecked. Based on the findings, it is recommended that quality assurance teams should develop and implement standard operating procedures to ensure consistent and reliable service delivery across all departments. The IT department should invest in and manage electronic health record systems to improve the accuracy and efficiency of patient information management. Department heads should strengthen processes to ensure timely delivery of services, including reducing wait times and providing prompt responses to patient needs.