Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Journal of Health and Medical Sciences, Vol.3 No.2 (2020)

12 Pages Posted: 11 Jun 2020

See all articles by Geoffrey Bentum-Micah

Geoffrey Bentum-Micah

Jiangsu University - School of Management; Hubei University of Technology - School of Economics & Management

Zhiqiang Ma

Jiangsu University

Wenxin Wang

Jiangsu University - School of Management

Sampson A. Atuahene

Jiangsu University

Victor Bondzie-Micah

University of Science and Technology of China (USTC)

Date Written: May 18, 2020

Abstract

Hospital’s perceived service quality is a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. The quality of services which is provided by healthcare providers emphasizes the actual hospital service process. In the hospital, patients’ satisfaction and hence loyalty could be widely used to determine hospital service quality. The study adopted a regression and path analysis utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) approach to analyze the influence of perceived quality of services of hospitals on patient’s satisfaction and loyalty based on the SERVQUAL dimensions. The study used data from (562) out-patients who had received services from (4) four major private hospitals in Ghana using purposive census sampling technique. Based on the analysis results, all five dimensions of the health services quality predictor of patients’ level of satisfaction and loyalty to the hospital’s services, explained that patients’ satisfaction and loyalty was affected by all dimensions of health service quality (RATER) simultaneously. Nonetheless, different impacts will be obtained if all dimensions were measured separately. The study incited that patients’ satisfaction and loyalty are influenced by the quality of medical/hospital services through its five components: reliability, assurance, tangibility, empathy and responsiveness.

Keywords: Private Health/Clinic, Service Quality, Patient Loyalty, Satisfaction, PLS-SEM

Suggested Citation

Bentum-Micah, Geoffrey and Ma, Zhiqiang and Wang, Wenxin and Atuahene, Sampson A. and Bondzie-Micah, Victor, Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach (May 18, 2020). Journal of Health and Medical Sciences, Vol.3 No.2 (2020), Available at SSRN: https://ssrn.com/abstract=3603338

Geoffrey Bentum-Micah (Contact Author)

Jiangsu University - School of Management ( email )

301 Xuefu Road, Jingkou District
Zhenjiang, Jiangsu 212013
China

Hubei University of Technology - School of Economics & Management

No.28, Nanli Road, Hong-shan District, Wuchang
Wuhan, Hubei Province 430068
China

Zhiqiang Ma

Jiangsu University

301 Xuefu Road, Zhenjiang
Zhenjiang, Jiangsu 212013
China

Wenxin Wang

Jiangsu University - School of Management

301 Xuefu Road, Zhenjiang
Zhenjiang, Jiangsu 212013
China

Sampson A. Atuahene

Jiangsu University ( email )

Xuefu Rd. 301
Xhenjiang, Jiangsu Province 212013
China

Victor Bondzie-Micah

University of Science and Technology of China (USTC) ( email )

96, Jinzhai Road
Hefei, Anhui 230026
China

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