INVESTIGATION OF THE EFFECT OF SERVICE QUALITY (SQ) ON PATIENT SATISFACTION (PS) IN GHANA USING THE SERVQUAL MODEL: THE CASE OF GREATER ACCRA REGIONAL HOSPITAL (GARH)

Year 2021, Volume: 4 Issue: 2, 240 - 260, 19.07.2021

Ronald Essel

https://doi.org/10.33416/baybem.876460

Abstract

The study’s purpose was to investigate the role service quality (SQ) play in achieving patient satisfaction (PS), examine the nature of hospital staff/patience relationship and to explore the challenges faced by healthcare workers in Greater Accra Regional Hospital [GARH], a prime provider of secondary public healthcare in Ghana. The study was based on questionnaires/in-depth interviews completed by 200 respondents selected via convenient sampling. A modified version of the "SERVQUAL” model was used for measuring SQ and consequently PS. Data analysis included descriptive statistics, principal component analyses, exploratory factor analyses with varimax rotation, reliability/validity analyses, and multiple regression analyses. Data elaboration and processing identify main factors affecting the patients’ overall preferences where the findings in particular reveal positive results towards SQ and PS. In this circumstance, findings/recommendations established, should be considered crucial for hospital administrators/policy makers when dealing with decisions affecting SQ assessment.

Keywords

Ghana, Patient Satisfaction, Quality Healthcare, Service Quality, Servqual

Thanks

I would like to acknowledge and extend my heartfelt gratitude to the management of Greater Accra Regional Hospital for granting me the opportunity to use your organization and giving me the necessary information and contacts to the key staff and patients for the study. I am also grateful to all the participants of the study for taking time to participate in the survey. Special thanks go to the five research assistants who assisted in the data collection and interview process.

GANA'DA HİZMET KALİTESİNİN (SQ) HASTA MEMNUNİYETİ (PS) ÜZERİNDEKİ ETKİSİNİN SERVQUAL MODELİ KULLANILARAK İNCELENMESİ: BÜYÜK ACCRA REGİONAL HOSPİTAL (GARH) ÖRNEĞİ

Abstract

Çalışmanın amacı, hasta memnuniyetine (PS) ulaşmada hizmet kalitesinin (SQ) oynadığı rolü araştırmak, hastane personeli / sabır ilişkisinin doğasını incelemek ve Greater Accra Regional Hospital [GARH] 'da sağlık çalışanlarının karşılaştığı zorlukları keşfetmekti. Gana'da ikincil halk sağlığı hizmetlerinin ana sağlayıcısı. Çalışma, uygun örnekleme yoluyla seçilen 200 katılımcı tarafından tamamlanan anketlere / derinlemesine görüşmelere dayanıyordu. "SERVQUAL" modelinin değiştirilmiş bir versiyonu, SQ ve dolayısıyla PS'yi ölçmek için kullanıldı. Veri analizi, tanımlayıcı istatistikleri, temel bileşen analizlerini, varimax rotasyonlu keşif faktör analizlerini, güvenilirlik / geçerlilik analizlerini ve çoklu regresyon analizlerini içeriyordu. Veri ayrıntılandırma ve işleme tanımlama Özellikle bulguların SQ ve PS'ye yönelik olumlu sonuçlar ortaya çıkardığı durumlarda hastaların genel tercihlerini etkileyen ana faktörler Bu durumda, oluşturulan bulgular / öneriler, SQ değerlendirmesini etkileyen kararlarla uğraşırken hastane yöneticileri / politika yapıcılar için çok önemli kabul edilmelidir.

Keywords

GHANA, PATIENT SATISFACTION, QUALITY HEALTHCARE, SERVICE QUALITY, SERVQUAL

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