Abstract: Quality is the ability to deliver services that satisfy the consumer’s needs whereas service quality is the ability to meet or exceed customer expectations, providing quality healthcare is an ethical obligation of all healthcare providers and receiving quality care is a right of all patients. Africa Countries including Kenya has witnessed general deterioration in health indicators due to rapid population growth, child nutrition problems, poverty, HIV/AIDS, acute respiratory infections, malaria, diarrhea, and poor quality health facilities and services. Nairobi city with high population and Kiambu a neighboring County, the Public and some Faith-based hospitals in these two counties experience shortage of drugs and medical supplies, unaffordable out-of-pocket costs for health services’ consumers, poor quality of care due to overcrowding of the patients, thus services provided are considered unsatisfactory.