This study was conducted to assess the quality of PMTCT services provided to HIV
positive woman and their HIV exposed infants following the challenges of increasing
dropouts. Specific objectives of the study were: to assess the input factors and their
effects on the perceived quality to the satisfaction of the clients; and to assess the
process factors and their effects on the perceived quality to the satisfaction of the
clients. The study employed cross-sectional and descriptive designs in which data
collection methods were questionnaire, in-depth interview, observation and
documentary analysis. Data was analysed using Atlas it and SPSS version 16.
The study findings revealed presence of some supplies and facilities requited for the
provision of PMTCT services. However, it has been found that there are
gaps/deficiencies in the structure, process and outcome that requited for providing
PMTCT services. The study indicated that about half of the respondents had different
views, both negative and positive, on the quality of PMTCT they received due to
deficiencies in structural and process attributes that resulted in dissatisfaction.