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Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana

Version
1
Resource Type
Dataset : census/enumeration data, survey data
Creator
  • Moses, Abnory M. (Kwame Nkrumah University of Science and Technology)
  • Kwame Nkrumah University of Science and Technology
Publication Date
2018-12-30
Free Keywords
Service quality; quality assurance; health care facilities
Description
  • Abstract

    The increasing burden of healthcare systems in most developing countries affects access to quality healthcare. The state of Quality Assurance in the Public University Hospitals remains questionable in these countries. This study investigates the level of patient satisfaction and its service quality predictors among patients accessing healthcare from the Public University Hospitals in Ghana. An empirical assessment survey using a pre-tested service quality (SERVQUAL) measurement scale was conducted among 439 patients who attended two major Public University Hospitals in Ghana. Data were obtained from patients on the five dimensions of perceived service quality including tangibles, reliability, responsiveness, assurance and empathy. Data were analysed using Stata software. Descriptive statistics and linear regression analysis were performed to identify the most defining service quality dimension of patient satisfaction. The study indicates adequate level of service satisfaction among patients accessing healthcare from the public university hospitals in Ghana, although ‘responsiveness’ was low. Therefore, the management team of these hospitals must not underestimate the crucial role of staff in inspiring trust and confidence in their clients.




  • Technical Information

    Response Rates: All participants (n=439) recruited consented to participate in the study.
Temporal Coverage
  • 2018-09-12 / 2019-02-20
    Time Period: Wed Sep 12 00:00:00 EDT 2018--Wed Feb 20 00:00:00 EST 2019
Geographic Coverage
  • Kumasi, Ghana
Sampling
Patients who had received care and were leaving the hospital were approached by the research team to conduct the interview. Before administering questionnaires, the purpose of the study was explicitly explained to them and all ambiguities were addressed.




Availability
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Update Metadata: 2019-10-27 | Issue Number: 1 | Registration Date: 2019-10-27

Moses, Abnory M.; Kwame Nkrumah University of Science and Technology (2018): Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana. Version: 1. ICPSR - Interuniversity Consortium for Political and Social Research. Dataset. https://doi.org/10.3886/E115201V1