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Impact of Facilities and Service Quality on Patient Relatives Satisfaction and Patronage in University of Maiduguri Teaching Hospital, Borno State, Nigeria

Author

Listed:
  • Abubakar Mammadi

    (Abubakar Tafawa Balewa University)

  • Hussaini Alhassan Funtua

    (The Federal Polytechnic Damaturu)

  • Usman Alhaji Muktar

    (The Federal Polytechnic Damaturu)

  • Bala Jibrin

    (Bilyaminu Othman College of Education Das)

Abstract

The study aimed at evaluating the impact of facilities and service quality in the University of Maiduguri Teaching Hospital. The study assesses the level of service quality and facilities provided to the patient's relative satisfaction and patronage. The study adopted a quantitative approach, and data were collected through a questionnaire survey from 225 patients relative to the UMTH proportionately selected from the target population in the Borno metropolis. The data collected were subjected to descriptive and inferential statistics with mean ranking, frequency distribution and Partial Least Square – Structural Equation Model (PLS-SEM) to achieve the research aim. The study indicated that service quality has the most potent effect on patronage, followed by satisfaction with a significant effect and facilities provided with a small size effect. The study also indicated hypothesised path relationship between service quality and patronage is statistically significant. The study reported that hypothesised path relationship between satisfaction and patronage is statistically significant. The study demonstrated that hypothesised path relationship between facilities provision and patronage is not statistically significant. It can be depicted that service quality and satisfaction are both moderately strong predictors of patronage, but facilities provision does not predict patronage directly. The study finally recommended that management intervenes through the provision of maintenance culture, enhancing the quality of services and facilities for satisfaction and patronage. JEL Classification: L84

Suggested Citation

  • Abubakar Mammadi & Hussaini Alhassan Funtua & Usman Alhaji Muktar & Bala Jibrin, 2021. "Impact of Facilities and Service Quality on Patient Relatives Satisfaction and Patronage in University of Maiduguri Teaching Hospital, Borno State, Nigeria," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 7(03), pages 3001-3011, March.
    • Handle: RePEc:pos:journl:68-3
    DOI: 10.22178/pos.68-2
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    References listed on IDEAS

    as
    1. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    2. Calderon, Cesar, 2009. "Infrastructure and growth in Africa," Policy Research Working Paper Series 4914, The World Bank.
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    More about this item

    Keywords

    patronage; service quality; facilities provision; hospital and satisfaction;
    All these keywords.

    JEL classification:

    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

    Statistics

    Access and download statistics

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