Assessment on health care service quality and patients' satisfaction in Ghana. Issue 12 (10th January 2020)

• Record Type: Journal Article
• Authors: Ampaw, Enock Mintah; Chai, Junwu; Liang, Biru; Tsai, Sang-Bing; Frempong, Joseph
• Is Part Of: Kybernetes. Volume 49:Issue 12(2020)
• Page Start: 3047
• Page End: 3068
• Publication Date: 2020-01-10
• Subjects: Service quality -- Healthcare -- Structural equation modelling -- Patients' satisfaction -- Healthcare service quality -- Health economy -- Health ecosystem; Cybernetics -- Periodicals; Systems engineering -- Periodicals; 003.505
• DOI: 10.1108/K-06-2019-0409
• Languages: English
• ISSNs: 0368-492X

Abstract

Abstract : Purpose: With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients' satisfaction, and continuous service utilization. Design/methodology/approach: A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients' satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly "fit" the sample data, and further proved the predictive robustness of the model. Findings: The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients' satisfaction. Originality/value: There is a dearth of empirical investigations on the assessment of health-care service quality and patients' satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.