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Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria

Author

Listed:
  • Shodiya Olayinka ABIDEEN

    (Crescent University, Abeokuta, Ogun State, Nigeria)

  • Raji Olajide ALADE

    (Crescent University, Abeokuta, Ogun State, Nigeria)

  • Al’Hassan-Ewuoso HADIR OLASUNKANMI

    (Federal Polytechnic Ilaro, Ogun State, Nigeria)

Abstract

Secondary health care is a medical facility that offers specialized services with a more comprehensive range of diagnostic services. Patients from the primary healthcare facilities are referred to secondary healthcare facilities due to their wider range of services. The aim of this study is to investigate the effects of Secondary health care service quality on patients’ satisfaction in Ogun State government-owned hospitals in Nigeria. The objective is to examine the dimension of service quality (tangibles, reliability, responsiveness, assurance and empathy) on patients’ satisfaction in Ogun State government-owned hospitals in Nigeria. Survey research design was used collect information from the respondents using the personal contact method. The target population included all out-patients from six government-owned hospitals. A multi-stage sampling techniques was incorporated which resulted in data collection of 450 patients using convenience sampling. The data was analyzed using Covariance-Based Structural Equation Modelling (CB-SEM). The findings from the results showed that the reliability and assurance dimension of service quality significantly influenced patients’ satisfaction. In contrast, tangibles, responsiveness, and empathy do not significantly influence patients’ satisfaction. This study contributes significantly to contemporary issues in the Nigeria health sector by looking at how Ogun State government-owned institutions can improve on the quality of services they delivered to their patients.

Suggested Citation

  • Shodiya Olayinka ABIDEEN & Raji Olajide ALADE & Al’Hassan-Ewuoso HADIR OLASUNKANMI, 2023. "Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 89-99.
    • Handle: RePEc:ddj:fseeai:y:2023:i:1:p:89-99
    DOI: 10.35219/eai15840409323
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    References listed on IDEAS

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    2. Supeecha Panichpathom, 2016. "Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok," Entrepreneurial Business and Economics Review, Centre for Strategic and International Entrepreneurship at the Cracow University of Economics., vol. 4(2), pages 9-25.
    3. 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.
    4. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
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