Abstract
Purpose: The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located in northern Ghana. Design/methodology/approach: An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model. Findings: The results revealed that of the five-factor model, support/care, environment of the facility and waiting time determine patients' satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent. Originality/value: The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general.
| Original language | English |
|---|---|
| Pages (from-to) | 548-563 |
| Number of pages | 16 |
| Journal | International Journal of Health Care Quality Assurance |
| Volume | 24 |
| Issue number | 7 |
| DOIs | |
| Publication status | Published - Sep 2011 |
| Externally published | Yes |
Keywords
- Customer satisfaction
- Ghana
- Health care
- Hospitals
- Patients
- Quality
- Queues
- Waiting lists
