Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana

Name: Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana
Published: 2019-10-27
License: https://creativecommons.org/licenses/by/4.0

Principal Investigator(s): View help for Principal Investigator(s) Abnory M. Moses, Kwame Nkrumah University of Science and Technology; Kwame Nkrumah University of Science and Technology

Version: View help for Version V1

Name	File Type	Size	Last Modified
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Project Citation:

Moses, Abnory M., and Kwame Nkrumah University of Science and Technology. Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana. Ann Arbor, MI: Inter-university Consortium for Political and Social Research [distributor], 2019-10-27. https://doi.org/10.3886/E115201V1

Project Description

Summary: The increasing burden of healthcare systems in most developing countries affects access to quality healthcare. The state of Quality Assurance in the Public University Hospitals remains questionable in these countries. This study investigates the level of patient satisfaction and its service quality predictors among patients accessing healthcare from the Public University Hospitals in Ghana. An empirical assessment survey using a pre-tested service quality (SERVQUAL) measurement scale was conducted among 439 patients who attended two major Public University Hospitals in Ghana. Data were obtained from patients on the five dimensions of perceived service quality including tangibles, reliability, responsiveness, assurance and empathy. Data were analysed using Stata software. Descriptive statistics and linear regression analysis were performed to identify the most defining service quality dimension of patient satisfaction. The study indicates adequate level of service satisfaction among patients accessing healthcare from the public university hospitals in Ghana, although ‘responsiveness’ was low. Therefore, the management team of these hospitals must not underestimate the crucial role of staff in inspiring trust and confidence in their clients.

Scope of Project

Subject Terms: Service quality; quality assurance; health care facilities

Geographic Coverage: Kumasi, Ghana

Time Period(s): 9/12/2018 – 2/20/2019

Data Type(s): census/enumeration data; survey data

Methodology

Response Rate: All participants (n=439) recruited consented to participate in the study.

Sampling: Patients who had received care and were leaving the hospital were approached by the research team to conduct the interview. Before administering questionnaires, the purpose of the study was explicitly explained to them and all ambiguities were addressed.

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V1 [2019-10-27]

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