An Assessment of Customer Integration Strategy Influence on Service Delivery in Public Hospitals in Nakuru Town Kenya

Customers are the material and intellectual capital of organizations. Hence plan for a deep understanding of the immediate future needs of the customers that meet their needs are organizational policies. Therefore, the study focused on customer integration strategy on service delivery in health sector in Kenya. The study was anchored on SERVQUAL Model. The study used descriptive research design. The target population of this study consisted of doctors, clinical officers and nurses working in public hospitals in Nakuru Town East. There are seventeen (17) public hospitals in Nakuru Town East with a total of 771 doctors, clinical officers and nurses. Simple random sampling technique was used to select 88 medical workers to form the target population. The study further purposively selected 100 patients to participate in the research. A 5-point Likert-scale questionnaire was used for data collection. Findings indicated that customer integration had a significant relationship with service delivery in public hospitals in Nakuru Town East, Kenya. Hence the study concluded that customer integration is a determinant of service delivery in public hospitals in Nakuru Town East, Kenya. The study recommended that hospital staffs should create and ensure responsiveness and assurance for the patients among themselves.