The impact of administrative behavior on client experience in international medical centre Soroti, Uganda
1 Department of Business Studies, Faculty of Management Studies (FMS), Islamic University in Uganda (IUIU) Mbale Main Campus.
2 Department of Public Administration, Faculty of Management Studies (FMS), Islamic University in Uganda (IUIU) Mbale Main Campus.
Research Article
Magna Scientia Advanced Research and Reviews, 2025, 13(02), 165-174
Article DOI: 10.30574/msarr.2025.13.2.0050
Publication history:
Received on 11 February 2025; revised on 02 April 2025; accepted on 05 April 2025
Abstract:
This paper looks into how administrative behaviour affects client experience at the International Medical Centre in Soroti, Uganda. It addresses an important gap between what clients expect and the current administrative practices. The purpose of this research is to look into how different parts of administrative behaviour affect the client experience at the International Medical Centre in Soroti, Uganda. The main issue examined is the possible disconnect between what clients expect and the administrative practices in place. This requires gathering both qualitative data from client interviews and quantitative data from customer satisfaction surveys to fully grasp the relationship and its effects on improving services.
Using a mixed-methods approach that includes qualitative interviews with clients and quantitative surveys on customer satisfaction, the study provides key insights into how different aspects of administrative conduct like communication, responsiveness, and empathy affect patients' views and overall satisfaction. The findings indicate that differences between what clients expect and the actual services provided can reduce satisfaction levels, stressing the critical role that good administrative practices play in improving patient experiences. The implications of this research are important for the healthcare industry, as they highlight the need for providers to adjust their administrative strategies to better meet client needs and expectations, creating a more positive and supportive environment. In conclusion, this study contributes to the wider discussion on improving healthcare quality, suggesting that focusing on administrative behaviours is crucial for better patient outcomes and overall institutional performance. This offers a route for medical centres to enhance their service delivery and achieve greater levels of client satisfaction.
Keywords:
International Medical Centre Soroti; Administrative Behavior; Client Experience; Healthcare Service Quality; Hospital Administration; Uganda Healthcare System
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Copyright © 2025 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0