Examining patient expectations of hospitality services in a private hospital in Nairobi

Abstract: Background: Traditionally, hospitals have not been considered part of the hospitality industry; however, private hospitals now operate in a competitive market in which patients can exercise choice. Objectives: This study, underpinned by expectation confirmation theory, aimed to: identify patient expectations of hospitality and non-clinical support services in a private hospital in Nairobi; find out patient priority expectations of hospitality and non-clinical support services; and identify recommendations that could lead to a service improvement plan. Design: Qualitative methodology with an exploratory descriptive approach...M.Com. (Tourism and Hospitality Management