The Role of Service Quality in Patients (Customer) Satisfaction in Public Healthcare Institutions in Ghana

Isaac Theophilus Ampah and Rabi Sidi Ali
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Isaac Theophilus Ampah: Faculty of Business Studies, Takoradi Technical University, Ghana
Rabi Sidi Ali: Faculty of Business Studies, Takoradi Technical University, Ghana

International Journal of Innovation and Economic Development, 2019, vol. 5, issue 2, 65-73

Abstract: The aim is to investigate whether the effective service quality delivery leads to customers’ satisfaction and to find the extent of service quality adoption among public healthcare institutions in Ghana. Data was collected from public healthcare delivery respondents in health administration in Ghana. There are 252 respondents from public healthcare institutions (healthcare administrators, medical doctors, nursing officers, and patients). Purposive sampling was utilized to select the participated healthcare players. With the use of self-completion structured questionnaires, primary data was collected from respondents and analyzed using frequencies, mean, and standard deviation. The structured questionnaire used consisted of multiple choice and Likert Scale questions. Furthermore, secondary sources were also used. Results showed that 55% healthcare participants stated service quality adoption in public healthcare institutions to be medium, followed by 45% of respondents to be high. The study concluded that marketing mix adoption among public healthcare institutions in Ghana is medium. Also, there is a fairly good relationship between patients (customers) satisfaction, and service quality and hence effective adoption of service quality leads to customer satisfaction.

Keywords: Service quality; Patient satisfaction; Public Healthcare Institutions (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:mgs:ijoied:v:5:y:2019:i:2:p:65-73

DOI: 10.18775/ijied.1849-7551-7020.2015.52.2005

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