Physical Evidence and Quality Service Delivery in Public Hospitals in Ghana
AbstractThis study examines the value of physical environment in the delivering of quality healthcare or service in public hospitals in Ghana. Twelve set of self-administered questions were designed using Baker’s (1987) typology of servicescape. A descriptive univariate analysis was applied for the study. Based on 233 usable questionnaires retrieved from respondents, the study indicates a strong link between physical environment and quality healthcare delivery and the choice of healthcare facility. It is there by recommended that improvement in quality service delivery may be better served and improved by improving the servicescape/physical element in the services mix.
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Bibliographic InfoArticle provided by Econjournals in its journal International Review of Management and Marketing.
Volume (Year): 3 (2013)
Issue (Month): 4 ()
Pages: 153 - 163
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Web page: http://www.econjournals.com
Servicescape/physical evidence; quality healthcare delivery; public hospitals; quality service;
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- Yalch, Richard F. & Spangenberg, Eric R., 2000. "The Effects of Music in a Retail Setting on Real and Perceived Shopping Times," Journal of Business Research, Elsevier, vol. 49(2), pages 139-147, August.
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