SERVICE QUALITY AND PATIENTS' SATISFACTION: A STUDY OF HEALTH CARE DELIVERY IN PLATEAU STATE

Meshach Gomam GOYIT, Bolcit Patience BERSHEP, Manji Wapshak KUMDI

Abstract


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.

Keywords


Customer Satisfaction, health care delivery and Service Quality

Full Text:

PDF

References


REFERENCES and service quality perception at

Al-ababneh, M. (2013). Service quality and its district hospitals in Mongolia.

impact on tourist satisfaction. Ritsumeikan Journal of Asia Pacific

Int e rdis c iplinar y Journal of Studies, 31.

Contemporary Research in Business, Dave, Darshana R. , Dave, R. (2014). A study

(12), 164–177. on service quality and customer

Al-Damen, R. (2017). Health care service satisfaction of selected Private

quality and its impact on patient hospitals of Vadodara City. Pacific

satisfaction “Case of Al-Bashir Business Review International, 6(11),

Hospital.” International Journal of 7 – 1 2 . R e t r i e v e d f r o m

Business and Management, 12(9), http://www.pbr.co.in/May2014/2.pdf

https://doi.org/10.5539/ijbm. Irfan, S. M., & Ijaz, a. (2011). Comparison of

v12n9p136 service quality between private and

Ali, S. S., & Ahmed, F. (n.d.). Measuring public hospitals : empirical evidences

Indian patients' satisfaction: a Case of from Pakistan. Journal of Quality and

Private Hospitals, 303–330. TechnologyManagement,VII(I), 1–22.

Amin, M., & Nasharuddin, S. Z. (2011). Khan, M. M., & Fasih, M. (2014). Impact of

Hospital service quality and its effects service quality on customer

on patient satisfaction and behavioural satisfaction and customer loyalty:

i n t e n t i o n . h t t p s: / / d o i . o r g / evidence from banking sector.

1108/CGIJ-05-2012-0016 Pakistan Journal of Commerce and

Angelova, B. & Zekiri, J. (2011). Measuring Social Sciences, 8(2), 331–354.

customer satisfaction with service Munusamy, J., Chelliah, S., & Mun, H. (2010).

quality using (ACSI Model). Service quality delivery and its impact

International Journal of Academic on customer satisfaction in the

Research in Business and Social banking sector in Malaysia.

S c i e n c e s , 1 ( 3 ) , 2 3 2 – 2 5 8 . International Journal of Innovation,

https://doi.org/10.6007/ijarbss.v1i2.3 1(4),398–404. https://doi.org/

10.7763/IJIMT.2010.V1.71

Arsanam, Prachayaporn & Yousa- Nasim, K., & Janjua, S. Y. (2014). Service

pronpaiboon, K. (2014). The quality perceptions and patients'

relationship between service quality satisfaction: a comparative case study

and customer satisfaction of pharmacy of a public and a private sector

departments in public hospitals. hospital in Pakistan. International

International Journal of Innovation, Journal for Quality Research, 8(3),

Management and Technology, 5(4). 447–460.

https://doi.org/10.7763/IJIMT.2014. Neupane, R., & Devkota, M. (2017).

V5.524 Evaluation of the impacts of service

Baidoo, I. K., Asare-kumi, A. A., Nortey, E. N. q u a l i t y d i m e n s i o n s o n

N., & Kodom, E. B. (2016). iMedPub patient/customer satisfaction: AStudy

Journals profiling patients health care of Private Hospitals in Nepal.

quality perceptions : A baseline study International Journal of Social

of the University of Ghana Hospital, Sciences and Management, 4(3), 165.

–6. https://doi.org/10.3126/ijssm.v4i3.17

Chimed-ochir, O. (2012). Patient satisfaction 520

IJMSR - Vol. 5 No. 1

SERVICE QUALITY AND PATIENTS' SATISFACTION: A STUDY OF HEALTH CARE DELIVERY IN PLATEAU STATE

Ngo, M. V., & Nguyen, H. H. (2016). The 1905012333

relationship between service quality, Shabbir, S., Kaufmann, H. R., & Shehzad, M.

customer satisfaction and customer (2010). Service quality , word of

loya lty: An inve stiga tion in mouth and trust : drivers to achieve

Vietnamese retail banking sector. p a ti e nt s a tisf a c ti o n , 5 ( 1 7 ),

Journal of Competitiveness, 8(2), 2457–2462.

0 3 – 1 1 6 . Surydana, L. (2017). Service quality ,

https://doi.org/10.7441/joc.2016.02.0 c u st ome r v a l u e a n d p a ti e n t

satisfaction on public hospital in

Oyatoye, E. O., Kuye, O. L., & Amole, B. B. Bandung District , Indonesia.

(2015). Determinants of patient International Review of Management

satisfaction on service quality and Marketing, 7(2), 187–192.

dimensions in the Nigeria teaching Wantara, P. (2013). Using structural equation

Hospitals, 7(3), 3–20. modelling to evaluate the service

Ramseook-munhurrun, P., Lukea-bhiwajee, S. quality, satisfaction and customer's

D., & Naidoo, P. (2010). Service loyalty in hypermartdepartment store,

quality in the public service. Bangkalan, Indonesia, 13(8).

International Journal of Marketing Zaim, H., Bayyurt, N., & Zaim, S. (2013).

and Marketing Research, 3(1), 37–50. Service quality and determinants of

https://doi.org/10.1017/CBO9781107 customer satisfaction in hospitals:

004 Turkish Experience. International

Ruswanti, E. (2017). Impact of service quality Business & Economics Research

and customer satisfaction on customer J o u r n a l ( I B E R ) , 9 ( 5 ) .

loyalty : A case study in a private https://doi.org/10.19030/iber.v9i5.81

hospital in Indonesia, 19(5), 23–33. 45

https://doi.org/10.9790/487X311 IJMSR - Vol.


Refbacks

  • There are currently no refbacks.


International Journal of Management Science Research ISSN ISSN 2536 – 605X(Print)

Copyright: All rights reserved. No parts of this journal may be reproduced in any form; be it electronic, mechanic, photocopying, recording or otherwise without the prior written permission of the publisher.

To make sure that you can receive messages from us, please add the 'ijmsr.net' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders…