Research Article
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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
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.

References

  • Abuosi, A.A. (2015). Patients versus healthcare providers’ perceptions of quality of care: Establishing the gaps for policy action. Clinical Governance: An International Journal, Volume 20, Issue 4, 170–182.
  • Agbi, F. A., Dai B., and Asamoah, E. O. (2018). Assessing patients’ choice of service quality in the healthcare sector in Ghana: A case study of Sogakope district hospital and Comboni hospital. British Journal of Interdisciplinary Research, Volume 9, Issue 1, 29-49.
  • Agyapong, A., Afi, D.J., and Kwarteng, K.O. (2018). Examining the effect of perceived service quality of health care delivery in Ghana on behavioural intentions of patients: The mediating role of customer satisfaction. International Journal of Healthcare Management, Volume 11, Issue 4, 2018.
  • Ahenkan, A., and Aduo-Adjei, K. (2017). Predictors of patient satisfaction with quality of healthcare in university hospitals in Ghana. Health Practices and Research, Volume 2, Issue 1, 9-14. DOI: 10.15171/HPR.2017.03
  • Amankwah, O., Choong, W.-W., and Mohammed, A.H. (2019). Modelling the influence of healthcare facilities management service quality on patient’s satisfaction. Journal of Facilities Management, Volume 17, Issue 3, 267-283. https://doi.org/10.1108/JFM-08-2018-0053
  • Ampaw, E.M., Chai, J., Liang, B., Tsai, S.-B., and Frempong, J. (2020). Assessment on health care service quality and patients’ satisfaction in Ghana. Kybernetes, Volume 49, Issue 12, 304-3068. https://doi.org/10.1108/K-06-2019-0409.
  • Anabila, P., Anome, J., and Kumi, D. K. (2018). Assessing service quality in Ghana’s public hospitals: evidence from Greater Accra and Ashanti Regions. Total Quality Management & Business Excellence. DOI: 10.1080/14783363.2018.1459542
  • Anabila, P., Anome, J., and Kumi, D.K. (2019). Patients’ perceptions of healthcare quality in Ghana: A review of public and private hospitals. International Journal of Health Care Quality Assurance, Volume 32, Issue 1, 176-190.
  • Atinga, R.A., Abekah-Nkrumah, G., and Domfeh, K.A. (2011). Managing healthcare quality in Ghana: A necessity of patient satisfaction. International Journal of Health Care Quality Assurance, Volume 24, Issue 7, 548–563.
  • Babakus, E.W., and Mangold, G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, Volume 26, 767- 786.
  • Bagozzi, R.P., and Yi, Y. (2012). Specification, evaluation, and interpretation of structural 335 equation models. Journal of the Academy of Marketing Science, Volume 40, Issue 1, 8–34.
  • Chahal, H., and Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255.
  • Chin, W.W., Marcolin, B., and Newsted, P. (2003). A partial least squares latent variable modeling 345 approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, Volume 14, Issue 2, 189–217.
  • De Geyndt, W. (1995). Managing the quality of health care in developing countries. World Bank Technical Paper No. 258
  • Donabedian, A. (1980). Explorations in quality assessment and monitoring: The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press, Volume 1.
  • Donabedian, A. (1988). The quality of care: How can it be assessed? JAMA. Volume 260, Issue 12, 1743–8. doi:10.1001/jama.1988.03410120089033. PMID 3045356.
  • Donabedian, A. (2003). An introduction to quality assurance in health care. 1st edition, Volume 1. New York, NY: Oxford University Press.
  • Essiam, J.O. (2013). Service quality and patient’s satisfaction with healthcare delivery: Empirical evidence from patients of the out-patient department of a public university hospital in Ghana. European Journal of Business and Management. Volume 5, Issue 28, 52-59.
  • Guilford, J.P. (1946). New standards for test evaluation. Educational and Psychological Measurement. Volume 6, Issue 4, 427-438. doi:10.1177/001316444600600401
  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, Volume 18, 36-44.
  • Guru, C. (2003). Tailoring e- service quality through CRM. Managing Service Quality, Volume 13, Issue 6, 20-531.
  • Hair, J.F., Black, W.C., Babin, B.J., and Anderson, R.E. (2016). Multivariate data analysis. Upper Saddle River: Prentice Hall
  • Heathfield, H., Pitty, D., and Hanka, R. (1998). Evaluating information technology in health care: barriers and challenges. British Medical Journal/BMJ, Volume 316, Issue 7149,1959–1961.
  • Malhotra, N. (2008). Completion time and response order effects in web surveys. Public Opinion Quarterly. Volume 72, Issue 5, 914–934. https://doi.org/10.1093/poq/nfn050
  • Mensah, P., Yamoah, E.E., and Adom, K. (2014). Empirical investigation of service quality in Ghanaian hospitals. European Journal of Business and Management, Volume 6, Issue 18, 157-179.
  • Min, L., Lowrie, D.B., Huang, C.Y., Xiang-Chan, L., Ying-Chu, Z., Xing-Hua, W. et al. (2015). Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, Volume 5, Issue 6, 497–504.
  • Monica, M., and Ramanaiah, G. (2018). Service quality management at brand factory: An empirical study. Management and Labour Studies, Volume 43, Issues (1&2), 70-77.
  • Ofei-Dodoo, S. (2019). Patients satisfaction and treatment outcomes of primary care practice in Ghana. Ghana Medical Journal. Volume 56, Issue 1. DOI: 10.4314/gmj.v53i1.10
  • Parasuraman, A., Zeithaml, V., and Berry, L.L. (1985). A conceptual model of SQ and its implications for future research. Journal of Marketing, Volume 49, 41–50.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality, Journal of Retailing, Volume 64, Issue 1, 12.
  • Peprah, A. and Atarah, B. (2014). Assessing patient’s satisfaction using SERVQUAL model: A case of Sunyani regional hospital, Ghana. Journal of Business, International Journal of Business and Social Research (IJBSR), Volume 4, Issue 2, 133-143.
  • Rashid, W.E.W., and Jusoff, K. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, Volume 22, Issue 5, 471–482.
  • Tenkorang, E.Y. (2016). Health provider characteristics and choice of health care facility among Ghanaian health seekers. Health Systems & Reform, Volume 2, Issue 2, 160–170.
  • Turkson, P.K. (2009). Perceived quality of healthcare delivery in rural districts of Ghana. Ghana Medical Journal, Volume 43, Issue 2, 65–70.
  • Yesilada, F., and Direktor, E. (2010). Healthcare service quality: A comparison of public and private hospitals. African Journal of Business Management, Volume 4, Issue 6, 962–971.

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

Year 2021, Volume 4, Issue 2, 240 - 260, 19.07.2021
https://doi.org/10.33416/baybem.876460

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.

References

  • Abuosi, A.A. (2015). Patients versus healthcare providers’ perceptions of quality of care: Establishing the gaps for policy action. Clinical Governance: An International Journal, Volume 20, Issue 4, 170–182.
  • Agbi, F. A., Dai B., and Asamoah, E. O. (2018). Assessing patients’ choice of service quality in the healthcare sector in Ghana: A case study of Sogakope district hospital and Comboni hospital. British Journal of Interdisciplinary Research, Volume 9, Issue 1, 29-49.
  • Agyapong, A., Afi, D.J., and Kwarteng, K.O. (2018). Examining the effect of perceived service quality of health care delivery in Ghana on behavioural intentions of patients: The mediating role of customer satisfaction. International Journal of Healthcare Management, Volume 11, Issue 4, 2018.
  • Ahenkan, A., and Aduo-Adjei, K. (2017). Predictors of patient satisfaction with quality of healthcare in university hospitals in Ghana. Health Practices and Research, Volume 2, Issue 1, 9-14. DOI: 10.15171/HPR.2017.03
  • Amankwah, O., Choong, W.-W., and Mohammed, A.H. (2019). Modelling the influence of healthcare facilities management service quality on patient’s satisfaction. Journal of Facilities Management, Volume 17, Issue 3, 267-283. https://doi.org/10.1108/JFM-08-2018-0053
  • Ampaw, E.M., Chai, J., Liang, B., Tsai, S.-B., and Frempong, J. (2020). Assessment on health care service quality and patients’ satisfaction in Ghana. Kybernetes, Volume 49, Issue 12, 304-3068. https://doi.org/10.1108/K-06-2019-0409.
  • Anabila, P., Anome, J., and Kumi, D. K. (2018). Assessing service quality in Ghana’s public hospitals: evidence from Greater Accra and Ashanti Regions. Total Quality Management & Business Excellence. DOI: 10.1080/14783363.2018.1459542
  • Anabila, P., Anome, J., and Kumi, D.K. (2019). Patients’ perceptions of healthcare quality in Ghana: A review of public and private hospitals. International Journal of Health Care Quality Assurance, Volume 32, Issue 1, 176-190.
  • Atinga, R.A., Abekah-Nkrumah, G., and Domfeh, K.A. (2011). Managing healthcare quality in Ghana: A necessity of patient satisfaction. International Journal of Health Care Quality Assurance, Volume 24, Issue 7, 548–563.
  • Babakus, E.W., and Mangold, G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, Volume 26, 767- 786.
  • Bagozzi, R.P., and Yi, Y. (2012). Specification, evaluation, and interpretation of structural 335 equation models. Journal of the Academy of Marketing Science, Volume 40, Issue 1, 8–34.
  • Chahal, H., and Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255.
  • Chin, W.W., Marcolin, B., and Newsted, P. (2003). A partial least squares latent variable modeling 345 approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, Volume 14, Issue 2, 189–217.
  • De Geyndt, W. (1995). Managing the quality of health care in developing countries. World Bank Technical Paper No. 258
  • Donabedian, A. (1980). Explorations in quality assessment and monitoring: The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press, Volume 1.
  • Donabedian, A. (1988). The quality of care: How can it be assessed? JAMA. Volume 260, Issue 12, 1743–8. doi:10.1001/jama.1988.03410120089033. PMID 3045356.
  • Donabedian, A. (2003). An introduction to quality assurance in health care. 1st edition, Volume 1. New York, NY: Oxford University Press.
  • Essiam, J.O. (2013). Service quality and patient’s satisfaction with healthcare delivery: Empirical evidence from patients of the out-patient department of a public university hospital in Ghana. European Journal of Business and Management. Volume 5, Issue 28, 52-59.
  • Guilford, J.P. (1946). New standards for test evaluation. Educational and Psychological Measurement. Volume 6, Issue 4, 427-438. doi:10.1177/001316444600600401
  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, Volume 18, 36-44.
  • Guru, C. (2003). Tailoring e- service quality through CRM. Managing Service Quality, Volume 13, Issue 6, 20-531.
  • Hair, J.F., Black, W.C., Babin, B.J., and Anderson, R.E. (2016). Multivariate data analysis. Upper Saddle River: Prentice Hall
  • Heathfield, H., Pitty, D., and Hanka, R. (1998). Evaluating information technology in health care: barriers and challenges. British Medical Journal/BMJ, Volume 316, Issue 7149,1959–1961.
  • Malhotra, N. (2008). Completion time and response order effects in web surveys. Public Opinion Quarterly. Volume 72, Issue 5, 914–934. https://doi.org/10.1093/poq/nfn050
  • Mensah, P., Yamoah, E.E., and Adom, K. (2014). Empirical investigation of service quality in Ghanaian hospitals. European Journal of Business and Management, Volume 6, Issue 18, 157-179.
  • Min, L., Lowrie, D.B., Huang, C.Y., Xiang-Chan, L., Ying-Chu, Z., Xing-Hua, W. et al. (2015). Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, Volume 5, Issue 6, 497–504.
  • Monica, M., and Ramanaiah, G. (2018). Service quality management at brand factory: An empirical study. Management and Labour Studies, Volume 43, Issues (1&2), 70-77.
  • Ofei-Dodoo, S. (2019). Patients satisfaction and treatment outcomes of primary care practice in Ghana. Ghana Medical Journal. Volume 56, Issue 1. DOI: 10.4314/gmj.v53i1.10
  • Parasuraman, A., Zeithaml, V., and Berry, L.L. (1985). A conceptual model of SQ and its implications for future research. Journal of Marketing, Volume 49, 41–50.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality, Journal of Retailing, Volume 64, Issue 1, 12.
  • Peprah, A. and Atarah, B. (2014). Assessing patient’s satisfaction using SERVQUAL model: A case of Sunyani regional hospital, Ghana. Journal of Business, International Journal of Business and Social Research (IJBSR), Volume 4, Issue 2, 133-143.
  • Rashid, W.E.W., and Jusoff, K. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, Volume 22, Issue 5, 471–482.
  • Tenkorang, E.Y. (2016). Health provider characteristics and choice of health care facility among Ghanaian health seekers. Health Systems & Reform, Volume 2, Issue 2, 160–170.
  • Turkson, P.K. (2009). Perceived quality of healthcare delivery in rural districts of Ghana. Ghana Medical Journal, Volume 43, Issue 2, 65–70.
  • Yesilada, F., and Direktor, E. (2010). Healthcare service quality: A comparison of public and private hospitals. African Journal of Business Management, Volume 4, Issue 6, 962–971.

Details

Primary Language English
Subjects Management
Journal Section Articles
Authors

Ronald ESSEL (Primary Author)
University of Cape Coast, College of Distance Education, Unit of Business Programmes, Cape Coast, Ghana.
0000-0002-2735-1252
Ghana

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.
Publication Date July 19, 2021
Published in Issue Year 2021, Volume 4, Issue 2

Cite

APA Essel, R. (2021). 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) . İşletme Ekonomi ve Yönetim Araştırmaları Dergisi , 4 (2) , 240-260 . DOI: 10.33416/baybem.876460