- Log In/Sign Up
- E-ISSN2233-5382
- KCI
E-ISSN : 2233-5382
A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector
Angiating, Gift
Abstract
Purpose - The core objective of the research is to explore the quality of services provided by the Nigerian health care sector that lead to know the satisfaction levels of the consumers. Research design, data, and methodology - After a meticulous literature review, the researchers administered a two part questionnaire to know the service gaps and satisfaction levels of the customers. The research carried out with a sample of 400 respondents but received only 150 responses from the residents around Adamawa state. The collected data was edited, coded, and analyzed with the SPSS latest version with the descriptive and inferential statistical tools. Results - Majority of the respondents expressed their discontentment over the responsiveness of the service providers when compared to tangibility and reliability quality variables. There is no relationship between the quality variable tangibility and overall satisfaction. Related to the overall satisfaction, 42 percent of respondents have neutral perspective indicated that they are either satisfied or dissatisfied as against the 43.3 percent of dissatisfied customers. Conclusions - This research proffers invaluable information to the entire Nigerian health-care sector to review their existing delivery of services to improve patient satisfaction. This research is first of its kind concentrated to know the quality of health-care services and customers overall satisfaction in Nigeria.
- keywords
- Service Quality, Customer Satisfaction, SERVQUAL, Health-Care, Nigeria
Reference
Asadi-Lari, M., Tamburini, M., & Gray, D. (2004). Patients’ needs, satisfaction, and health related quality of life: Towards a comprehensive model. Health and Quality of Life, 2, 32. http://doi.org/10.1186/1477-7525-2-32
Babakus, E., & Mangold, W. (1992). Adapting the SERVQUAL scale to hospital services: An Empirical Investigation. Health Service Research, 26(6), 767–786.
Chingang, U. D., & Lukong, P. B. (N.D.). Using servqual model to assess service quality and customer satisfaction: An empirical study of groceries in Umea. Retrieved February 12, 2018, from http://www.diva-portal.org/smash/get/diva2:327600/fulltext01
Choi, K.-S., Lee, H., Chankon, K., & Sunhee, L. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: Comparisons across gender, age and type of service. Journal of Services Marketing, 19, 140-149.
Ejim, A. (2014, March). Building a solid healthcare system in Nigeria. The News, 24, 51.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 36-44.
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in healthcare sector: The case of Durres Public Hospital. 12th International Strategic Management Conference. Antalya, Turkey: Elsevier Ltd.
Lam, S. S. K. (1997). SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong. Total Quality Management, 8(4), 145-52.
Mohebifar, R., Hasani, H., Barikani, A., & Rafiei, S. (2016). Evaluating service quality from patients’ perceptions: Application of importance–performance analysis method. Osong Public Health Res Perspect, 7(4), 233-238.
Okafor, C. (2017, April 19). A Reflection on healthcare service in Nigeria and the challenges of medical tourism. Retrieved from http://www.businessdayonline.com /reflection-healthcare-services-nigeria-challenges-medical-t ourism/
Osunwa (2006). Healthcare Policy and Plans. Enugu, Nigeria: Fountain Books.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi item scale for measuring consumer perceptions of the service quality. Journal of Retailing, 64, 12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70, 201-230.
Peprah, A., & Atarah, B. (2014, February). Assessing patient’s satisfaction using SERVQUAL model: A case of Sunyani regional hospital, Ghana. International Journal of Business and Social Research(IJBSR), 4(2), 133-143.
Rezarta, K., Redi, M., & Francesco, S. (2016). Service quality assessment in health care sector: The Case of Durres Public Hospital. 12th International Strategic Management Conference.
Schoenfelder, T., Klewer, J., & Kugler, J.(2011, June 29). Determinants for patient satisfaction: A study among 39 hospitals in an in-patient setting in Germany. Retrieved from https://academic.oup.com/intqhc/article/23/5/503/186 4644
Tam, J. L. (2007). Linking quality improvement with patient satisfaction: A study of a health service center. Marketing intelligence and planning, 732-745.
Tenner, A. R., & De Toro, L. J. (1992). Total Quality Management: Three steps to continuous improvement. Boston, MA: Addison-Wesley.
Welcome, D. M. (2011, Oct-Dec). The Nigerian Health care system: Need for integrating adequate medical intelligence and surveillance systems. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3249694/
Westbrook, R. (1981). Sources of consumer satisfaction with retail outlets. Journal of Retailing, 57, 8-85.
Worlu, R., Kehinde, O. J., & Borishade, T. T. (2016). Effective customer exprience management in healthcare sector of Nigeria. International journal of pharmaceutical and healthcare marketing, 10(4), 449-466.
Yesilada, F., & Direktor E. (2010). Health care service quality: A comparison of public and private hospitals. African journal of business management, 4(6), 962-971.
Zarei, A., Arab, M., Froushani, A., Rashidian, A., & Tabatabaei, S. (2012). Service quality of private hospitals: The Iranian patients’ perspective. Health Services Research, 12(1), 31.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations