Hospital Service Quality and Patient Satisfaction: Evidence from North Central Nigeria

Abstract

This study examined the effect of service quality and patients’ satisfaction in hospitals in North-central Nigeria. The study was anchored on Expectancy Disconfirmation Theory (EDT) postulated by Oliver 1980. Cross-sectional survey research design was adopted for the study. A study population of three hundred and eighty-four (384) was used for the study. Structural Equation Modelling (SEM) was used to analyze the collected data. Results obtained from the test of the formulated hypothesis revealed that a significant positive relationship exist between tangibility and patient satisfaction since (β = 0.19, CR = 3.56, p < 0.001); a significant positive relationship exist between assurance and patient satisfaction since (β = 0.12, t = 2.24, p = 0.03); a significant positive relationship exist between responsiveness and patient satisfaction since (β = 0.18, t = 3.64, p < 0.001); while reliability had no significant effect on patient satisfaction (β = 0.10, t = 1.80, p = 0.07); empathy also had no significant effect on patient satisfaction (β = 0.10, t = 1.68, p = 0.09), From the findings, the study concluded that tangibility, assurance and responsiveness directly predict patients; satisfaction. Thus, the study recommend that hospital prioritize modernizing physical facilities, medical equipment and the overall environment of care delivery and hospital should continuous professional development programs to ensure staff confidence, competence and courtesy in patients interactions.