Are blood donors satisfied with their donation experience? An evaluation based on the stages of blood donation in Cameroon
International Journal of Sociology and Social Policy
ISSN: 0144-333X
Article publication date: 25 June 2024
Issue publication date: 26 September 2024
Abstract
Purpose
In Cameroon's blood banks, the shortage of blood bags is difficult to overcome because of the lack of donor loyalty and the complexity of recruiting new donors. This study explores the possibility of retaining donors and turning them into prospectors by analysing their satisfaction.
Design/methodology/approach
A Servqual questionnaire was administered to a sample of 109 donors obtained by voluntary sampling. We used customer satisfaction to determine the satisfaction score and the tetraclass model to analyse the contribution of the elements to satisfaction.
Findings
Our results show that the blood donor satisfaction score is low (60.33%) compared with the norm (80%). The post-donation follow-up stage is the factor with the greatest influence on improving blood donor satisfaction. The elements that require particular attention in the supervision of blood donors are the snacking and blood-taking stages, because they have a strong capacity to worsen donor satisfaction when they are badly perceived by donors.
Originality/value
The study focuses on aspects specific to the Cameroonian situation and sheds a unique light on blood donor satisfaction in this context, while offering a general understanding of this issue on an international scale.
Keywords
Acknowledgements
This work benefited from the active support of the University of Yaoundé II-Soa, the National Blood Transfusion Centre of Cameroon (NBTC) and especially the Cameroon Federation for Voluntary Blood Donation (FECADOBES) which, after offering us a one-year internship, entrusted us with the secretariat of several seminars and meetings of blood donation stakeholders. This was an immeasurable contribution to our understanding of the functioning of the blood management system in Cameroon. We also express our gratitude to the research team of the African Programme for the Extension of the Digital Economy (PAVEN) for their dynamism in data collection, and of course our appreciation to the entire team mobilised for reading and improving this work. Furthermore, the opinions expressed in this work should be considered as the authors' own.
Citation
Njianga Mbeyap, B., Nda'chi Deffo, R. and Fomba Kamga, B. (2024), "Are blood donors satisfied with their donation experience? An evaluation based on the stages of blood donation in Cameroon", International Journal of Sociology and Social Policy, Vol. 44 No. 11/12, pp. 1075-1086. https://doi.org/10.1108/IJSSP-04-2024-0158
Publisher
:Emerald Publishing Limited
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