Assessing mothers’ satisfaction in mother and child care centers of Gabon: A study based on communication and responsiveness quality Wanda Mabika Nzyengui Marie Sosthina1, Eby Mbampe Ngoyon Epfira2 1Ph.D Student, Capital University of Economics and Business, Beijing, China. s.mabika@yahoo.com, sosthina@google.com 2Master Student, Huazhong University of Science and Technology-Tongji Medical College, Wuhan, China. epfira21@hotmail.com Online published on 4 June, 2019. Abstract The role played by hospital caregivers in the service delivery process is still being discussed in marketing. Some authors argue that in the case of services, employees play the role of marketers to satisfy customer needs. Our study aims to investigate the service quality provided by caregivers to small patients ie children, measuring the level of their mothers’ satisfaction. Thus, a total number of 180 questionnaires have been collected from patients’ mothers of small health centers specialized in mother and child care in Gabon. Two dimensions of service quality model were chosen as independent variables: responsiveness and communication. We use SPSS 20 to analyze the data and test the questionnaire reliability. However, we found that our two variables have different effect on mothers’ satisfaction. While the communication variable affects positively mothers’ satisfaction, responsiveness has a negative effect on that one. Also, the interaction between responsiveness and communication is significant but negatively affects each other. Even though we used only two of the five traditional dimensions of servqual with a limited sample size, the result can help mother and child care centers’ managers to improve the service quality within the organization, by sharing more value with employees. Top Keywords Care centers, Communication, Customer Satisfaction, Responsiveness, Servqual, Service Quality. Top |