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Service Quality and Patient Satisfaction in Public Hospitals in Akwa Ibom State, Nigeria

Author

Listed:
  • Emem Akaninyene Sampson

    (University of Uyo, Uyo)

  • Samuel Etuk

    (University of Uyo, Uyo)

  • Nfawa Erasmus Usani

    (University of Uyo, Uyo)

Abstract

This study sought to determine how patient satisfaction in Akwa Ibom State public hospitals was impacted by service quality parameters. A survey research design was utilized for this investigation. Data for this study was obtained through a well-structured questionnaire and was administered to 389 in-patients in 9 selected public hospitals within the 3 senatorial districts of Akwa Ibom State. Pearson Product Moment Correlation Analysis was utilized to analyze the data. The findings of the study showed that there was a weak relationship between responsiveness in service delivery, assurance in service delivery, tangibility in service delivery, empathy and patient satisfaction. However, there was a strong relationship between reliability in service delivery and patient satisfaction. It was suggested that additional study be done using other service quality parameters to examine their influence on patient satisfaction in both private and public hospitals in Akwa Ibom State.

Suggested Citation

  • Emem Akaninyene Sampson & Samuel Etuk & Nfawa Erasmus Usani, 2022. "Service Quality and Patient Satisfaction in Public Hospitals in Akwa Ibom State, Nigeria," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 141-150, November.
    • Handle: RePEc:aes:jetimm:v:1:y:2022:i:1:p:141-150
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    References listed on IDEAS

    as
    1. Rula Al-Damen, 2017. "Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(9), pages 136-136, August.
    2. Olu Ojo, 2010. "The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria," BRAND. Broad Research in Accounting, Negotiation, and Distribution, EduSoft Publishing, vol. 1(1), pages 88-100, September.
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    More about this item

    Keywords

    Service quality; Proxies of service quality; Patient satisfaction.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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