Differentiation Strategy and Patient Satisfaction in Level 5 Private Hospitals, Nairobi County, Kenya
Abstract
The interplay between differentiation competitive strategy and patient satisfaction is an important concern in healthcare, particularly for Level 5 private hospitals in urban environments like Nairobi, Kenya. This study was drawn upon established theoretical frameworks including the Porter’s generic strategies and SERVQUAL Model to understand the influence of differentiation strategy on patient satisfaction. While the broader literature on strategic leadership and healthcare administration offers critical insights into competitive dynamics, a distinct gap exists in understanding the influence of specific competitive strategies such as differentiation on patient satisfaction in Nairobi City County. Patient satisfaction is a critical measure of healthcare quality, particularly in Kenya’s competitive private hospital sector, where Level 5 private hospitals play a pivotal role in delivering specialized care. This study examined the effect of differentiation strategy on patient satisfaction in Level 5 private hospitals in Nairobi County, Kenya. The study employed a cross-sectional survey research design, utilizing stratified random sampling to select a sample of 99 administrative and key management personnel from a target population of 132 across 9 Level 5 private hospitals in Nairobi City County, Kenya. Data were analyzed using descriptive statistics, correlation, and regression analysis. Findings revealed that differentiation strategy significantly and positively influenced patient satisfaction, with quality of care, innovation, and patient-centered services as key drivers. The study concludes that investing in technology, staff training, and personalized care is essential for hospitals seeking competitive advantage through improved patient satisfaction. It recommends that private hospital managers emphasize differentiation in their strategic planning and that policymakers integrate innovation and patient-centered standards into regulatory frameworks.
Keywords: Differentiation strategy, SERVQUAL Model, Patient satisfaction, Competitive strategies
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