The Effect of Internal Controls on Service Quality in Government Hospitals Case Study: Masaka Regional Referral Hospital

Abstract

The study covered the effect of internal controls on service quality in government hospitals, specifically covering Masaka Regional Referral Hospital as a case study. The objectives were; to assess the relationship between control activities and service quality, to assess the relationship between control environment and service quality, to examine the relationship between monitoring activities and service quality. The study adopted a case study design and used quantitative and qualitative approaches for data collection. The study population was 152 and a sample of 108 was realized using the Kreijcie and Morgan table. The study recorded a response rate of 83.3% rate because 18 questionnaires were not returned. The findings revealed a moderate positive correlation between control activities and service quality, For the control environment and service delivery the study result was a high positive relationship, Between monitoring of controls and service delivery, the result was a high positive correlation. The research recommended that; the hospital ought to adopt and strengthen control environment through adjustment in attitudes, awareness and actions of management. Administration also needs to put more emphasis on how to share experience and knowledge with the new staff through orientation training, job security. There is also need to put in place the monitoring controls to create an assurance of the reliability and accuracy of the financial reports, internal audit so as to improve service quality.

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