IDEAS home Printed from https://ideas.repec.org/a/aes/jetimm/v1y2022i1p141-150.html
   My bibliography  Save this article

Service Quality and Patient Satisfaction in Public Hospitals in Akwa Ibom State, Nigeria

Author

Listed:
  • Emem Akaninyene Sampson

    (University of Uyo, Uyo)

  • Samuel Etuk

    (University of Uyo, Uyo)

  • Nfawa Erasmus Usani

    (University of Uyo, Uyo)

Abstract

This study sought to determine how patient satisfaction in Akwa Ibom State public hospitals was impacted by service quality parameters. A survey research design was utilized for this investigation. Data for this study was obtained through a well-structured questionnaire and was administered to 389 in-patients in 9 selected public hospitals within the 3 senatorial districts of Akwa Ibom State. Pearson Product Moment Correlation Analysis was utilized to analyze the data. The findings of the study showed that there was a weak relationship between responsiveness in service delivery, assurance in service delivery, tangibility in service delivery, empathy and patient satisfaction. However, there was a strong relationship between reliability in service delivery and patient satisfaction. It was suggested that additional study be done using other service quality parameters to examine their influence on patient satisfaction in both private and public hospitals in Akwa Ibom State.

Suggested Citation

  • Emem Akaninyene Sampson & Samuel Etuk & Nfawa Erasmus Usani, 2022. "Service Quality and Patient Satisfaction in Public Hospitals in Akwa Ibom State, Nigeria," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 141-150, November.
    • Handle: RePEc:aes:jetimm:v:1:y:2022:i:1:p:141-150
    as

    Download full text from publisher

    File URL: http://www.etimm.ase.ro/RePEc/aes/jetimm/2022/ETIMM_V01_2022_38.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Olu Ojo, 2010. "The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria," BRAND. Broad Research in Accounting, Negotiation, and Distribution, EduSoft Publishing, vol. 1(1), pages 88-100, September.
    2. Rula Al-Damen, 2017. "Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(9), pages 136-136, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. S. Rajeswari & Yarlagadda Srinivasulu & S. Thiyagarajan, 2017. "Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)," Global Business Review, International Management Institute, vol. 18(4), pages 1041-1058, August.
    2. Silvana Kardinar Wijayanti & Barry Ramsay, 2016. "Life Insurance Take-Up Rate Influencing Factors Comparison between Malaysia and Japan," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 6(7), pages 37-41, July.
    3. repec:thr:techub:10029:y:2022:i:1:p:138-161 is not listed on IDEAS
    4. Silvana Kardinar Wijayanti & Barry Ramsay, 2016. "Life Insurance Take-Up Rate Influencing Factors Comparison between Malaysia and Japan," International Journal of Business and Social Research, LAR Center Press, vol. 6(7), pages 37-41, July.
    5. Shodiya Olayinka ABIDEEN & Raji Olajide ALADE & Al’Hassan-Ewuoso HADIR OLASUNKANMI, 2023. "Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 89-99.
    6. repec:thr:techub:10022:y:2021:i:1:p:492-546 is not listed on IDEAS
    7. Mohammad Al-Nasser & Rushami Zien Yusoff & Rabiul Islam & Abdullah ALNasser, 2013. "E-Service Quality and its Effect on Consumers’ Perceptions Trust," American Journal of Economics and Business Administration, Science Publications, vol. 5(2), pages 47-55, December.
    8. Eric E. Mang’unyi, 2015. "Exploring private universities service quality in Kenya: A structural equation modeling technique," Journal of Social Sciences (COES&RJ-JSS), , vol. 4(1), pages 578-596, January.
    9. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    10. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    11. repec:thr:techub:10022:y:2021:i:1:p:547-552 is not listed on IDEAS
    12. VENCATAYA Lomendra & PUDARUTH Sharmila & JUWAHEER Roubina TD & DIRPAL Ganess & SUMODHEE Nabeelah Meh Zabeen, 2019. "Assessing The Impact Of Service Quality Dimensions On Customer Satisfaction In Commercial Banks Of Mauritius," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 14(1), pages 259-270, April.
    13. repec:eur:ejnmjr:70 is not listed on IDEAS
    14. Muhammad ARSLAN & Maria IFTIKHAR & Rashid ZAMAN, 2014. "Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 15(4), pages 440-460, October.
    15. repec:thr:techub:10022:y:2021:i:1:p:553-618 is not listed on IDEAS
    16. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    17. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.

    More about this item

    Keywords

    Service quality; Proxies of service quality; Patient satisfaction.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:jetimm:v:1:y:2022:i:1:p:141-150. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Lucian Onisor (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.