Effect of Leadership Style on Clients Satisfaction in Health Facilities in Bantama Sub-Metro of Ashanti Region, Ghana

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September, 2019
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Introduction The state of client satisfaction in a hospital could be largely seen to be dependent on the type of leadership style exercised by top management of the hospital. Patient satisfaction enhances hospital image, which translates in increased patronage of the services of a particular hospital. Therefore, this study was aimed at assessing the effect of leadership style on client‟s satisfaction in Suntreso Government Hospital in the Bantama Sub-Metro in the Ashanti Region of Ghana. Methods The study was quantitative using cross-sectional study design. A total of 292 clients and 150 staff from the hospital was interviewed using structured questionnaire. The data were analysed using Stata version 12. Chi-square was used to establish any association between the various leadership styles and clients‟ satisfaction. Statistical significance for all testing was set as 0.05. Result The Health care managers employed both transformational leadership styles and transactional leadership styles. Also, a high proportion of clients (84.2%) were satisfied with the service received. Finally, transformational leadership styles such as Individual Consideration (p-value =0.0141), Intellectual Stimulation (p-value = 0.0221) and Inspirational Motivation (pvalue =0.0337) had significant relationship with the level of clients satisfaction. Finally, the relationship between transactional leadership styles such as Contingent Reward (p-value =0.0235), Management by Exception – Active (p-value =0.0311), xi Management by Exception – Passive (0.0167) and client satisfaction was statistically significant. Conclusion Leaders were practicing both transformational and transactional leadership styles and this translated into a high level of clients‟ satisfaction. Therefore, management should continue to encourage the use of both leadership styles in order to sustain the level of client‟s satisfaction.
A Thesis Submitted to Department of Health Policy, Management and Economics, College of Health Sciences, School of Public Health, KNUST in Partial Fulfilment for the Award of Master in Public Health.
Client satisfaction, leadership style