Assessing service quality in Ghana’s public hospitals: evidence from Greater Accra and Ashanti Regions

Abstract

The purpose of the study was to investigate the role of service quality (SQ) and patients’ satisfaction and behavioural intentions (BI). A sample of 614 respondents was generated. Convenient sampling was employed to select patients of 20 public hospitals in Ghana. Structural equation modelling using smart partial least squares was used to test the nature of relationships of the constructs of the study. The study found a significant positive relationship between SQ and patient satisfaction. Also, the study found a significant positive relationship between customer satisfaction and BI and that patient satisfaction mediates the relationship between SQ and BI. The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of the SERVQUAL model as a relevant tool for initiating continuous service improvement in Ghana’s public healthcare sector. The results also have practical application to managers of public healthcare institutions and governments in the formulation of public policy for the health sector.

Keywords:

• behavioural intentions
• customer satisfaction
• Ghana
• healthcare
• service quality

Disclosure statement

No potential conflict of interest was reported by the authors.