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

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  • Ali Bassam Mahmoud
  • Theresa Ekwere
  • Leonora Fuxman
  • Abdelrhman Ahmad Meero

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.

Suggested Citation

  • Ali Bassam Mahmoud & Theresa Ekwere & Leonora Fuxman & Abdelrhman Ahmad Meero, 2019. "Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria," SAGE Open, , vol. 9(2), pages 21582440198, May.
    • Handle: RePEc:sae:sagope:v:9:y:2019:i:2:p:2158244019852480
    DOI: 10.1177/2158244019852480
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    References listed on IDEAS

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    1. Ali Bassam Mahmoud & Mayssa Alatrash & Leonora Fuxman & Abdelrhman Ahmad Meero & Eiad Yafi, 2019. "Total Quality Management Boosters and Blockers in a Humanitarian Setting: An Exploratory Investigation," SAGE Open, , vol. 9(2), pages 21582440198, April.
    2. Okechukwu D. Anyamele & Benedict N. Akanegbu & John O. Ukawuilulu, 2015. "Trends and Disparities in Infant and Child Mortality in Nigeria Using Pooled 2003 and 2008 Demographic and Health Survey Data," SAGE Open, , vol. 5(4), pages 21582440156, October.
    3. Neeru Sharma & Satinder Ojha *, 2004. "Measuring service performance in mobile communications," The Service Industries Journal, Taylor & Francis Journals, vol. 24(6), pages 109-128, November.
    4. Ledyard Tucker & Charles Lewis, 1973. "A reliability coefficient for maximum likelihood factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 38(1), pages 1-10, March.
    5. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
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    1. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.

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