Service quality in healthcare institutions: establishing the gaps for policy action

Purpose - The authors seek to examine two key issues: to assess patients' hospital service quality perceptions and expectation using SERVQUAL; and to outline the distinct concepts used to assess patient perceptions.Design methodology approach - Questionnaires were administered to 250 patients o...

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Bibliographic Details
Published in:International journal of health care quality assurance 2013-01, Vol.26 (5), p.481-492
Main Authors: Abuosi, Aaron A., Atinga, Roger A.
Format: Article
Language:English
Subjects:
Consumers
Customer satisfaction
Developing countries
Empathy
Ghana
Ghanaian people
Health administration
Health care delivery
Health care policy
Health insurance
Health services
Hospitals
Hospitals, Public - organization & administration
Humans
LDCs
Loyalty
Patient care
Patient Satisfaction
Perception
Perceptions
Quality of Health Care - organization & administration
Quality of service
Staffing levels
Studies
Time Factors
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Summary:Purpose - The authors seek to examine two key issues: to assess patients' hospital service quality perceptions and expectation using SERVQUAL; and to outline the distinct concepts used to assess patient perceptions.Design methodology approach - Questionnaires were administered to 250 patients on admission and follow-up visits. The 22 paired SERVQUAL expectation and perception items were adopted. Repeated t-measures and factor analysis with Varimax rotation were used to analyse data.Findings - Results showed that patient expectations were not being met during medical treatment. Perceived service quality was rated lower than expectations for all variables. The mean difference between perceptions and expectations was statistically significant. Contrary to the SERVQUAL five-factor model, four service-quality factors were identified in the study.Practical implications - Findings have practical implications for hospital managers who should consider stepping up staffing levels backed by client-centred training programmes to help clinicians deliver care to patients' expectations.Originality value - Limited studies are tailored towards patients' service-quality perception and expectation in Ghanaian hospitals. The findings therefore provide valuable information for policy and practice.
ISSN:0952-6862
1758-6542
DOI:10.1108/IJHCQA-12-2011-0077