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Physical Evidence and Quality Service Delivery in Public Hospitals in Ghana


Author Info

  • Edem Maxwell Azila-Gbettor

    (Ho Polytechnic, Ghana)

  • Simon Mesa Kwodjo Avorga

    (Ho Polytechnic, Ghana)

  • Lydia Sylvia Danku

    (Ho Polytechnic, Ghana)

  • Eli Ayawo Atatsi

    (Ho Polytechnic, Ghana)

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    This 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 Info

    Article 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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    Handle: RePEc:eco:journ3:2013-04-3

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    Related research

    Keywords: Servicescape/physical evidence; quality healthcare delivery; public hospitals; quality service;

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    1. 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.
    2. Babin, Barry J. & Attaway, Jill S., 2000. "Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer," Journal of Business Research, Elsevier, vol. 49(2), pages 91-99, August.
    3. Mitchell, Deborah J & Kahn, Barbara E & Knasko, Susan C, 1995. " There's Something in the Air: Effects of Congruent or Incongruent Ambient Odor on Consumer Decision Making," Journal of Consumer Research, University of Chicago Press, vol. 22(2), pages 229-38, September.
    4. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
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