Increase Client Satisfaction Research Articles

AN EMPIRICAL INVESTIGATION INTO THE RELATIONSHIP BETWEEN PREMIUMS AND CLAIMS PAID IN THE NIGERIAN INSURANCE INDUSTRY: A 2000-2017 ANALYSIS

This study is an investigation into the relationship between premiums received and claims paid in the Nigerian insurance industry over the period 2000-2017. Data on gross premiums received and gross claims paid over the period were gotten from the Central Bank of Nigeria (CBN) statistical bulletin, National Insurance Commission (NAICOM) and the Nigerian Insurers Association (NIA) annual reports. Stationarity test carried out on the data reveal that data is stationary at the 1%, 5% and 10% levels of significance. The cointegration test reveals that no cointegration exists among the variables which imply that there is no long run equilibrium relationship between the variables. Using the ordinary least squares regression, the calculated probability value of 0.167 is higher than the 0.05 significant value, hence we accept the null hypothesis that there is no significant relationship between claims paid and premiums received in the Nigerian insurance industry. The coefficient of determination (R2) of 0.91157 indicates that gross premiums contribute 91.2 percent to variations in gross claims while the remaining 8.6 percent is owing to factors outside the regression model. We therefore conclude that claims paid by insurers is not a function of premiums received and recommend that insurers should endeavour to settle claims promptly and equitably to increase client satisfaction.

Implementation of Extreme Programming in "SIATAP" Sistem Informasi Tanya Apoteker Based on Android and Website

The pharmacist is a professional degree for someone who has taken the oath of pharmacist position. Pharmacists are expected to be able to improve knowledge, skills, behaviour to be able to interact with patients. The form of interaction is giving information on medicines and counselling. In its service, pharmacists identify, prevent, overcome drug-related problems, and this has the possibility of medication errors. This research aims to build communication media between pharmacists and patients "SIATAP". The application will be developed using the extreme programming method. The advantages of this method can increase client satisfaction due to good communication so that it gets direct input from clients. Android application is designed for communication media between pharmacists and patients, the website application design to manage data for the administrator and pharmacist. To ensure the feasibility of the system, testing is done by using alpha and acceptance testing. The results of the alpha testing of all functional systems can run as expected. The results of the Acceptance Testing, using a questionnaire obtained a percentage of 92.57% with the conclusion that the application can be a good response from users so that the application is feasible to be implemented. The application can be downloaded at the URL: http://bit.ly/2ATy6hT.

Transforming business consulting through generative AI: A framework for enhanced strategic decision-making and value creation

The business consulting industry is at the cusp of a revolution mainly precipitated by strides in generative artificial intelligence systems. Drawing from the generated AI in this paper, the paper proposes a framework that integrates generative AI in consulting to improve the choice of strategy and deliver value. By examining the state-of-the-art approaches and authentic success stories, the current work reveals how AI may enhance consulting businesses, increase client satisfaction, and stimulate innovation. Due to the high speed of data processing, generative AI helps consultants break complex processes into easily understandable steps and enhance the accuracy of the forecasts and insights they provide. Moreover, by using big data and means of AI, the following characteristics are introduced: Customization of solutions specific to the needs of each particular client is provided, which improves the clients' satisfaction, and consolidation of the relation between the two parties is bolstered. The technology also helps consultants with new trends and decide on emerging trends that will allow the client to compete well. Because consulting firms are likely to incorporate AI tools in their work, they can solve the complexity that accompanies today’s business problems by being more efficient in service delivery. Finally, the paper explores potential scenarios of how generative AI could evolve and its effects on consulting businesses, pointing out that generative AI is a powerful tool from which consulting services might change the course. AI’s role will remain necessary and evolve, providing firms with what they require to improve strategic choices and create lasting client value in an increasingly fluctuating market.

Surgical informed consent in obstetric and gynecologic surgeries: experience from a comprehensive teaching hospital in Southern Ethiopia

BackgroundSurgical Informed Consent (SIC) has long been recognized as an important component of modern medicine. The ultimate goals of SIC are to improve clients’ understanding of the intended procedure, increase client satisfaction, maintain trust between clients and health providers, and ultimately minimize litigation issues related to surgical procedures. The purpose of the current study is to assess the comprehensiveness of the SIC process for women undergoing obstetric and gynecologic surgeries.MethodsA hospital-based cross-sectional study was undertaken at Hawassa University Comprehensive Specialized Hospital (HUCSH) in November and December, 2016. A total of 230 women who underwent obstetric and/or gynecologic surgeries were interviewed immediately after their hospital discharge to assess their experience of the SIC process. Thirteen components of SIC were used based on international recommendations, including the Royal College of Surgeon’s standards of informed consent practices for surgical procedures. Descriptive summaries are presented in tables and figures.ResultsForty percent of respondents were aged between 25 and 29 years. Nearly a quarter (22.6%) had no formal education. More than half (54.3%) of respondents had undergone an emergency surgical procedure. Only 18.4% of respondents reported that the surgeon performing the operation had offered SIC, while 36.6% of respondents could not recall who had offered SIC. All except one respondent provided written consent to undergo a surgical procedure. However, 8.3% of respondents received SIC service while already on the operation table for their procedure. Only 73.9% of respondents were informed about the availability (or lack thereof) of alternative treatment options. Additionally, a majority of respondents were not informed about the type of anesthesia to be used (88.3%) and related complications (87.4%). Only 54.2% of respondents reported that they had been offered at least six of the 13 SIC components used by the investigators.ConclusionsThere is gap in the provision of comprehensive and standardized pre-operative counseling for obstetric and gynecologic surgeries in the study hospital. This has a detrimental effect on the overall quality of care clients receive, specifically in terms of client expectations and information needs.

PRIME MINISTER NATIONAL HEALTH PROGRAM: A CLIENT SATISFACTION SURVEY

Introduction: Patient experience together with clinical effectiveness and patient safety is one of so called "Three pillars of quality". Benefits of good quality of care are increased client satisfaction level and program utilization. In Pakistan, major issue of people living poverty line is catastrophic heath expenditure so to overcome this issue a health insurance scheme PMNHP was launched and is a milestone towards universal healthcare access. BISP enrolees are eligible for program. Methods: A mixed method approach was employed by using quantitative summary statistics and qualitative thematic evaluation. Results: Overall satisfaction level was 77%, 13% were dissatisfied and 10% were uncertain. Disease wise satisfaction level among GB surgery was 95% and or surgery 88% patients with cancer and non-surgical cases were 11% dissatisfied district wise in SKD and Kotli were 100% Satisfied MZD 91% and ICT 61%. Qualitative analysis revealed themes of management, communication, hospital environment and quality of care 23 IDI's were conducted. There were issues with management, attitudes of healthcare provider, during hospital stay was not good and post discharge care was not explained properly. Satisfied patients were those who were informed well and given good care and those who lacked it were dissatisfied. Conclusion: Results suggest that more the patient is valued, given honoured and requisite quality of care more level of patient satisfaction, and same is with patient-provider relationship greater attention more fulfilment of expectations.

Assessing care-givers' satisfaction with child immunisation services in Zambia: Evidence from a national survey.

The main aim of this study was to assess care-giver satisfaction with vaccination services in public health facilities in Zambia, and examine its determinants. This study used data from a recent population-based household survey, conducted from May to August 2015. Respondent satisfaction with vaccination services received during the last visit was measured on a five point Likert scale ranging from 1 to 5. We used an ordered logistic regression model to analyse the significance of perceived quality of vaccination services, immunisation delivery mode and a range of individual characteristics in predicting care-giver satisfaction. Findings show that one in five care givers were unsatisfied with the vaccination services that they had received, with rural populations showing a significantly higher level of satisfaction. Poor quality of care, defined by long waiting times, poor quality of communication between health staff and care givers, long distance to vaccination sites, mode of delivery, and personal characteristics were among major factors driving care-giver satisfaction ratings. We also find that receiving a vaccination at outreach mode of delivery was associated with higher odds of greater satisfaction compared to on-facility vaccination services. The odds of satisfaction were lower for respondents living further away from a health facility, which emphasizes the importance of access in seeking vaccination services. These findings suggest that major improvements in quality of vaccination and service organisation will be needed to increase client satisfaction and service utilisation.

A Survey of the Non-clinical Benefits of EBVM

<p><strong>Objective: </strong>This study aims to add non-clinical benefits to the virtues for adopting Evidence-based Veterinary Medicine (EBVM). The objective is to quantify the commercial benefits of EBVM through an online survey of veterinary professionals, giving clear indications of the key areas of non-clinical benefits of EBVM. Further, the study aims to outline barriers to the wider implementation of EBVM and find preferred ways of overcoming those barriers.</p><p><strong>Background:</strong> A PICO-based literature review (Hauser and Jackson, 2016) found that while there are some papers suggesting a link between the practice of EBVM and better non-clinical benefits such as client satisfaction, a single study, focusing on the non-clinical benefits of EBVM, had yet to be conducted. This study builds on the findings of an exploratory study (Jackson and Hauser, 2017) outlining key areas of non-clinical benefits of EBVM: increased client satisfaction and retention, improved reputation, confidence, as well as employee engagement.</p><p><strong>Evidentiary value:</strong> This online survey of veterinary professionals (n=407) provides evidence for practitioners, universities and other veterinary staff regarding the non-clinical benefits of EBVM, the barriers to a wider adoption of the practice and ways of overcoming those barriers.</p><p><strong>Methods: </strong>The online survey of veterinary professionals was conducted during September – October 2016 and contained 23 questions. Survey participation was voluntary and the data used for analysis were de-identified.</p><p><strong>Results:</strong> The survey responses of 407 veterinary professionals provide quantitative evidence of how EBVM is put into practice, how EBVM is perceived to impact client behaviour and employee engagement, what the barriers are to practising EBVM and how these could be overcome. Key findings are that veterinary professionals are more likely to practise EBVM if they have been taught how to do so at vet school. EBVM is a way to provide value to and build trust with clients. Survey respondents who practise EBVM are more likely to find their workplace inspiring and to be an intellectual challenge and the main barriers to EBVM are: time and access to information. Respondents, especially those who were employees suggested overcoming these barriers through attending journal clubs and other training opportunities.</p><p><strong>Conclusion: </strong>The study provides the view of veterinary professionals on the non-clinical benefits of EBVM, the barriers to wider implementation and ways of overcoming those barriers. Further research is needed to obtain the perspective of clients and more detailed cost effectiveness analyses could shed more light on specific practices of EBVM.</p><p><strong>Application:</strong> Findings are applicable to universities, veterinarians and vet nurses seeking to increase the practice of EBVM. The ultimate beneficiaries are those vets who seek additional non-clinical reasons for the adoption of EBVM in their practice.</p><br /> <img src="https://www.veterinaryevidence.org/rcvskmod/icons/oa-icon.jpg" alt="Open Access" /> <img src="https://www.veterinaryevidence.org/rcvskmod/icons/pr-icon.jpg" alt="Peer Reviewed" />

Skills for communicating empathy to companion animal clients

In veterinary clinical interactions, expression of empathy by veterinary surgeons is associated with higher client and veterinary surgeon satisfaction. Evidence from human medicine suggests that empathy is also associated with increased diagnostic accuracy, increased treatment adherence, and decreased malpractice risk. However, veterinary surgeons often fail to communicate empathy to animal owners. Perceived lack of empathy is one of the most common causes of formal complaints from veterinary clients. To increase client satisfaction and reduce the risk of complaints, it has been recommended that veterinary surgeons improve their ability to convey empathy to clients. This article will discuss skills to communicate empathy to veterinary clients and describe how to avoid empathy pitfalls.

Implementation and implication of total quality management on client- contractor relationship in residential projects

To make innovation and continuous improvement as a norm, some traditional practices must become unlearnt. Change for growth and competitiveness are required for sustainability for any profitable business such as the construction industry. The leading companies are willing to implement Total Quality Management (TQM) principles, to realise potential advantages and improve growth and efficiency. Ironically, researches recollected quality as the most significant provider for competitive advantage in industrial leadership. The two objectives of this paper are 1) Identify TQM effectiveness in residential projects and 2) Identify the client satisfaction/dissatisfaction areas using Analytical Hierarchy Process (AHP) and suggest effective mitigate measures. Using statistical survey techniques like set of questionnaire survey, it is observed that total quality management was applied in some leading successful organization to an extent. The main attributes for quality achievement can be defined as teamwork and better communication with single agreed goal between client and contractor. Onsite safety is a paramount attribute in the identifying quality within the residential projects. It was noticed that the process based quality methods such as onsite safe working condition; safe management system and modern engineering process safety controls etc. as interlinked functions. Training and effective communication with all stakeholders on quality management principles is essential for effective quality work. Late Only through effective TQM principles companies can avoid some contract litigations with an increased client satisfaction Index.

An Exploratory Study Investigating the Non-Clinical Benefits of Evidence-Based Veterinary Medicine

<p><strong>Objective: </strong>As little prior research exists about the non-clinical benefits of evidence-based veterinary medicine (EBVM), this exploratory study was conducted to identify non-clinical benefits of EBVM to veterinary practices, as well as highlighting the barriers to further implementation, and ways to overcome them.</p><p><strong>Background:</strong> A PICO-based literature review (Hauser and Jackson, 2016) was conducted to establish current knowledge about the non-clinical benefits of EBVM. It found that while there are some papers suggesting a link between the practice of EBVM and better non-clinical benefits such as client satisfaction and client retention, a single study, focusing on the non-clinical benefits of EBVM, had yet to be conducted.</p><p><strong>Evidentiary value:</strong> This exploratory study provides a solid basis for the further development of a confirmatory study of the themes identified in the interviews. The impact on practice from our findings is significant as it details the key areas where the use of EBVM can yield commercial benefits from the perspective of a group of EBVM experts via interview. It is entirely possible that international veterinary environments which mirror that of the UK will find this research beneficial.</p><p><strong>Methods: </strong>Due to the paucity of data about the non-clinical benefits of EBVM, an exploratory, qualitative approach was taken to this research in order to build a platform for further confirmatory, quantitative investigation (Zikmund, 2003). In February and March 2016 interviews with 16 RCVS Knowledge Group chairs<a name="_ftnref1" href="#_ftn1"></a>[1] were conducted. The interview guide contained broad, open-ended questions to explore existing tacit knowledge about the non-commercial benefits of EBVM. The interviews were audio recorded and transcribed <em>verbatim</em> and subsequently analysed using NVivo 11 software.</p><p><strong>Results:</strong> This qualitative enquiry showed that the key areas where the use of EBVM can yield non-clinical benefits are through increased client satisfaction and retention, improved reputation and confidence of the veterinarian, as well as employee engagement. In order to yield these benefits the two main barriers, time and resources, need to be overcome.</p><p><strong>Conclusion: </strong>The themes highlighted in this paper provide a solid, real world base for further, quantitative study of the non-clinical benefits of practising EBVM. </p><p><strong>Application:</strong> The results of this research are applicable to practicing veterinarians, nurses and other practice staff. It is clear that practising EBVM not only leads to better clinical outcomes, but can also result in commercial benefits, such as better client retention and employee engagement</p><br /> <img src="https://www.veterinaryevidence.org/rcvskmod/icons/oa-icon.jpg" alt="Open Access" /> <img src="https://www.veterinaryevidence.org/rcvskmod/icons/pr-icon.jpg" alt="Peer Reviewed" />

Assessing the performance of microfinance lending process using AHP-fuzzy comprehensive evaluation method

Many studies focus on microfinance institutions (MFIs) profitability, client retention, and default rate. Yet, they do not pay much attention to the way in which microfinance (MF) can improve the living conditions of the poor and satisfy their needs. This article presents a new way to assess the performance of MF lending process based on analytic hierarchy process (AHP)-fuzzy comprehensive evaluation method. The aim is to suggest some solutions to improve the performance of processes that create and support MF products and services. Not only should this study contribute to the research literature but it can also help the MFIs to control the risk derived from their operations and increase client satisfaction. Thus, MFIs can enhance their performance and their role in reducing poverty.

Integration Testing Prior to Unit Testing: A Paradigm Shift in Object Oriented Software Testing of Agile Software Engineering

Objectives: The main objective of the paper is to investigate the paradigm shift in software testing with hypothesis testing should precede unit testing for cultural transformation resulting in economic governance. Methods: The research method employed is real time as the authors involved in the development process in two reputed software companies. We considered five projects namely Vehicle Monitoring System (VMS), Easy Subcontracting (EZSUB), Key to Engineering (K2ENGG), Electronic Material List (EMLIST), and Feedback Database (FBDB). They are developed in Agile methodology. We observed the testing time with traditional approach and also the proposed approach which puts integration testing prior to unit testing. Findings: Our research in association with leading software development companies revealed that integration testing prior to unit testing has significant impact on accelerating and transforming to increased agility. Thus the hypothesis is tested and proved to be positive. This new approach in testing will go a long way in achieving agility at scale with increased success rate. Our findings can be summarized as follows. Integration testing prior to unit testing can take software enterprises towards agility at scale. The new paradigm shift can cause cultural transformation from traditional approach to economic governance through agile methods. It also could improve in various parameters such as time-to deliver products, efficiency in software development and delivery process, increased personnel morale and increased client satisfaction besides achieving high success rate in the context focusing agility at scale. The proposed approach resulted in performance improvement in all five projects. The average percentage increase in productivity and delivery for VMS is 27.62%, EZSUB 27.74%, K2ENGG 31.29%, EMLIST 30.83% and FBDB 33.33%. Application: To our knowledge it is our first empirical study that threw light on the paradigm shift in object oriented software testing with different case studies.

A Concept Analysis of Cultural Nursing Competence.

The aim of this study was to conduct a concept analysis of cultural nursing competence. Cultural nursing competence was analyzed using Rodgers' evolutionary concept development method. A literature search using the keywords "cultural nursing competence", "intercultural nursing competence", "cultural nursing", "cultural health nursing", and "cultural competence" was conducted in PubMed, CINAHL, ERIC, and RISS on material published before 2015. Database and bibliographic searches yielded 35 records. Cultural nursing competence comprised cognitive, affective, and behavioral domains. The critical attributes of the concept were sensitivity, equality, and activity. The analysis identified the following dimensions: awareness, openness, and coherence. The consequences of cultural nursing competence were personal satisfaction and social justice. The definition contained competence on both an individual and social level. Cultural competency enhances quality of care by narrowing health disparities and increasing client satisfaction. The concept analysis of cultural nursing competence may offer an acceptable framework which can be used to develop psychometric tools of this concept and provide guidelines in nursing practice.

Assessment of antiretroviral treatment (ART) care service provision in Tigray Region health centers, North Ethiopia.

BackgroundClient satisfaction is a vital component and main concern intertwined with strategic decisions in service provisions. To improve efficiency of services, eliciting the opinion of users about the available services and identifying factors associated with dissatisfaction is very critical. Thus, the main objective of this study was to assess the perceived levels of clients’ satisfaction with health services at ART clinic level in health centres of Tigray Region in Ethiopia.MethodsCross sectional study was conducted from May to June 2013 in Tigray Region ART clinics. A total of 714 ART care user were included in the study using both purposive and probability sampling technique. Data was collected by using structured questionnaire and the collected data was analysed using Statistical Package for the Social Sciences (SPSS) version 16.0. Crude and Adjusted logistic regression analyses were carried out to identify the associated factors underlying perceived levels of clients’ overall satisfaction. Finally, the results were presented with table as well as odds ratio (OR) and 95 % confidence interval (CI).ResultsA total of 714 study participants were enrolled in this study. An overall satisfaction level of 89.6 % was reported by ART care service users. Higher scores of satisfaction of services provisions were reported for courtesy and respect (95.80 %) followed by privacy (93.28 %). On the other hand, respondents’ dissatisfaction was rated 35.32 % for toilet cleanliness followed by 26.19 % for availability of additional drugs. As for overall satisfaction and associated factors, adjusted logistic regression analyses showed that marital status [AOR = 2.01 (95 % CI: 1.11, 3.60)], educational status [AOR = 3.13 (95 % CI: 1.15, 8.53)], travel distance to reach health centre [AOR = 3.59 (95 % CI: 1.23, 10.50)], toilet cleanliness [AOR = 2.22 (95 % CI :1.62, 6.32)], and ART drug availability [AOR = 2.60 (95 % CI :1.18, 6.52)] were found to have influence on overall ART service satisfaction status.ConclusionsThis study revealed high level of client satisfaction rate and were associated with preventable and modifiable factors such as marital status, educational status, travel distance to reach health centre, toilet cleanliness and ART drug availability. Therefore, countermeasures such as increasing access to ART service, availing clean toilet and ART drugs may further increase client satisfaction level in the region.

Quality of Antenatal Care Services in South-Western Uganda

Objectives: The study aimed at the evaluation of the quality of antenatal care services in South Western Uganda Methods: This research used a data set from the Population Council of Kenya, which was conducted in South-Western Uganda, and it drew a representative sample of health facilities, by administering a questionnaire and making an assessment of the facilities. The sample size was selected using a stratified; two stage cluster design and enumeration areas were the sampling units for the first stage. 31 facilities were included in the study drawn from 9 districts and among the facilities that were assessed, 5 were government owned, 17 were privately run and 9 were faith-based facilities. 15 facilities were clinic, 10 were health centers, and 5 were hospitals and only 1 dispensary. Data Analysis: The data was analyzed using IBM SPSS version 20. Findings: This project found out that, the intervention facilities offered more ANC services than control. Majority of facilities lacked essentials ANC drugs – only 2.0% of intervention facilities had delivery equipment. Except for cancer screening and child delivery supplies, facilities had essential supplies and equipment and recommended infrastructure (including a private ANC room for consultation) for provision of ANC services. Significantly different, facilities under control group were well supplied with ARV drugs. For service charges, control group charged more of the two except for caesarian delivery method which was not covered by the voucher program. Conclusion: Quality of care was high. The intervention program increased client satisfaction with ANC services received though little evidence exists on the effect the program on quality of ANC services. Low Socio-Economic status limits access to ANC services. Vouchers were consumed more by clients of low socio-economic status and there were no much difference between the two sets of facilities is evident.

The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and client satisfaction in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related in clients satisfaction with their accounting firm. More importantly, we examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take to increase client satisfaction.

Service Quality In Accounting Firms: The Relationship Of Service Quality To Client Satisfaction And Firm/Client Conflict

<p class="MsoTitle" style="text-align: justify; margin: 0in 0.5in 0pt;"><span style="font-size: 10pt; font-weight: normal;"><span style="font-family: Times New Roman;">This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and both client satisfaction and firm/client conflict in an accounting firm setting.<span style="mso-spacerun: yes;">  </span>Using a sample of 154 clients, we confirm that service quality is positively related to clients’ satisfaction with their accounting firm and negatively related to firm/client conflict.<span style="mso-spacerun: yes;">  </span>We also examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take both to increase client satisfaction and to decrease firm/client conflict.</span></span></p>

CAS-Mine: providing personalized services in context-aware applications by means of generalized rules

Context-aware systems acquire and exploit information on the user context to tailor services to a particular user, place, time, and/or event. Hence, they allow service providers to adapt their services to actual user needs, by offering personalized services depending on the current user context. Service providers are usually interested in profiling users both to increase client satisfaction and to broaden the set of offered services. Novel and efficient techniques are needed to tailor service supply to the user (or the user category) and to the situation in which he/she is involved. This paper presents the CAS-Mine framework to efficiently discover relevant relationships between user context data and currently asked services for both user and service profiling. CAS-Mine efficiently extracts generalized association rules, which provide a high-level abstraction of both user habits and service characteristics depending on the context. A lazy (analyst-provided) taxonomy evaluation performed on different attributes (e.g., a geographic hierarchy on spatial coordinates, a classification of provided services) drives the rule generalization process. Extracted rules are classified into groups according to their semantic meaning and ranked by means of quality indices, thus allowing a domain expert to focus on the most relevant patterns. Experiments performed on three context-aware datasets, obtained by logging user requests and context information for three real applications, show the effectiveness and the efficiency of the CAS-Mine framework in mining different valuable types of correlations between user habits, context information, and provided services.

Delivering integrated HIV services: time for a client-centred approach to meet the sexual and reproductive health needs of people living with HIV?

Delivering integrated HIV services: time for a client-centred approach to meet the sexual and reproductive health needs of people living with HIV?

Impacts of a government social franchise model on perceptions of service quality and client satisfaction at commune health stations in Vietnam

This study evaluates behavioural outcomes associated with a new approach – the government social franchise (GSF) model – developed to improve reproductive health and family planning (RHFP) service quality and capacity in Vietnam's commune health stations. A quasi-experimental design with a matched control group assessed GSF model effects on client perceptions of serviced quality and satisfaction. Survey data from 1181 users and potential users were collected at baseline, six months and 12 months after implementation of the franchise network. Regression analyses controlled for baseline differences between intervention and control groups. Commune health station franchise membership was significantly associated with improvement of community perceptions of service quality and client satisfaction as well as their likeliness to return and recommend low-cost, community-based RHFP services to others. This study provides preliminary evidence regarding the ability of the GSF model to increase client satisfaction with RHFP services in primary public healthcare clinics.