Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

Journal article


Mahmoud, A.B., Ekwere, T., Fuxman, L. and Meero, A.A. (2019). Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria. SAGE Open. 9 (2). https://doi.org/10.1177/2158244019852480
AuthorsMahmoud, A.B., Ekwere, T., Fuxman, L. and Meero, A.A.
Abstract

Service quality in health care institutions is an emerging phenomenon, and many hospitals are concerned about providing quality service to their patients based on information obtained by the patient’s perceptions of service quality. First, we aimed to determine patients’ perception of service quality offered at Council for Health Service Accreditation of Southern Africa (COHSASA)–accredited private hospitals in Nigeria. And that included reexamining the dimensionality of SERVQUAL (the test tool) based on our sample data. Second, we aimed to find out whether there are any existing gaps between patients’ expectation and perception of the service quality. Third, this research is an attempt to test the perceived quality effects on patients’ satisfaction and repurchase intentions toward health services. Quantitative research was conducted via self-administered questionnaires to patients who attended a randomly selected COHSASA-accredited private hospital in Nigeria and analyze their data using a variety of quantitative procedures including structural equation modeling, factor analyses, and paired-samples t tests. A systematic sampling method was used, and a total of 228 questionnaires were used for the final analyses. SERVQUAL was found to be a three-factor variate comprising the following: tangibility, reliability, and sensitivity. Our results concluded that perceived quality was significantly lower than expected quality despite being accompanied with positive levels of satisfaction and repurchase intentions. Finally, patient’s satisfaction was found to fully transmit the indirect effects of two of the three factors, quality sensitivity and reliability, onto repurchase intentions, whereas tangibility does not exert indirect significant influences over repurchase intentions via patient satisfaction.

Year2019
JournalSAGE Open
Journal citation9 (2)
PublisherSage
ISSN2158-2440
Digital Object Identifier (DOI)https://doi.org/10.1177/2158244019852480
Web address (URL)https://doi.org/10.1177/2158244019852480
Publication dates
Online21 May 2019
Publication process dates
Deposited04 Sep 2023
Publisher's version
License
File Access Level
Open
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