Meshach Gomam GOYIT, Bolcit Patience BERSHEP, Manji Wapshak KUMDI


The provision of health care services is very critical, yet the delivery of healthcare services in Nigeria is characterised by widespread inefficiencies. Therefore, the research set out to examine the relationship between service quality and patients' satisfaction and the delivery of health care services in Plateau State. Specifically, the research evaluated the impact of tangibility, reliability, responsiveness, assurance, courtesy and empathy on patients' satisfaction in Plateau State. To achieve the research objectives, 399 copies of the questionnaire were administered to Out-patients of Plateau State Specialist Hospital, Jos and Jos University Teaching Hospital. Out of this number, 370 were properly filled and returned. The retrieved questionnaires were analysed using Multiple Regression Analysis. The results show that tangibility, reliability, responsiveness, assurance and empathy have significant impact on patients' satisfaction. However, courtesy has no significant impact on patients' satisfaction in Plateau State. The research therefore recommends that tertiary hospitals in Plateau State should make tangibles like physical buildings and equipment virtually appealing to patients, accurately maintain patients' records so as to keep satisfying the patients as well as being responsive to patients by offering prompt services and explaining treatments to the patients or relatives. Also, health care service delivery staff should assure patients by building trust in their skills and knowledge via the exhibition of professionalism and demonstrate high degree of courtesy in the delivery of health care services with a view to improving the patients' satisfaction at all time.


Customer Satisfaction, health care delivery and Service Quality

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