IDEAS home Printed from https://ideas.repec.org/a/bhx/ojjbsm/v10y2025i8p51-70id2803.html
   My bibliography  Save this article

Examination of the Predictive Power of Service Quality Dimensions on Customer Satisfaction with Health Services in Rwanda

Author

Listed:
  • Dr. Kalisa Edward
  • Mr. Mulindwa Anatole

Abstract

Purpose: The study examined whether the five service quality dimensions predict the satisfaction with health services in Rwanda and their predictive abilities. Methodology: The quantitative research approach was employed to collect data for this study. The population of the study was 17,842,187 individuals who sought services from different health facilities from which a sample of 487 was chosen using a probability sampling method. Data were merged and cleaned to ensure quality before the actual analysis. The analysis of data was done using Statistical Package for Social Sciences (SPSS) and exported to Microsoft Excel for categorization of responses and easy manipulation of the data. Multiple linear regression analysis was employed to test how the service quality dimensions are associated with customer satisfaction with health services and the predictive power of each dimension. Findings: Hypotheses tests were carried out and results showed that, all the five service quality dimensions are predictors of customer satisfaction with health services. As a result, the null hypotheses were rejected and alternative hypotheses were accepted. If the service quality dimensions are arranged in order of their predictive power beginning with the highest predictor; they can be ordered as Empathy, Assurances, Reliability, Tangibles and Responsiveness. Contribution to Theory, Policy, and Practice: The research showed significant relationship between the five service quality dimensions and customer satisfaction with health services which has not been measured before. It also showed the predictive power of each of the dimensions which highlights where more efforts should be invested to improve satisfaction with health services in Rwanda. More efforts should be invested in those dimensions that predict satisfaction of customers more than others in case resources to improve all are not sufficient in a particular period of time.

Suggested Citation

  • Dr. Kalisa Edward & Mr. Mulindwa Anatole, 2025. "Examination of the Predictive Power of Service Quality Dimensions on Customer Satisfaction with Health Services in Rwanda," Journal of Business and Strategic Management, CARI Journals Limited, vol. 10(8), pages 51-70.
    • Handle: RePEc:bhx:ojjbsm:v:10:y:2025:i:8:p:51-70:id:2803
    as

    Download full text from publisher

    File URL: https://carijournals.org/journals/index.php/JBSM/article/view/2803
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Cull, Robert & Xu, Lixin Colin & Yang, Xi & Zhou, Li-An & Zhu, Tian, 2017. "Market facilitation by local government and firm efficiency: Evidence from China," Journal of Corporate Finance, Elsevier, vol. 42(C), pages 460-480.
    2. Brekke, Kurt R. & Straume, Odd Rune, 2017. "Competition policy for health care provision in Norway," Health Policy, Elsevier, vol. 121(2), pages 134-140.
    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. Brekke, Kurt R. & Canta, Chiara & Siciliani, Luigi & Straume, Odd Rune, 2021. "Hospital competition in a national health service: Evidence from a patient choice reform," Journal of Health Economics, Elsevier, vol. 79(C).
    2. Xiao, Huijuan & Wang, Daoping & Qi, Yu & Shao, Shuai & Zhou, Ya & Shan, Yuli, 2021. "The governance-production nexus of eco-efficiency in Chinese resource-based cities: A two-stage network DEA approach," Energy Economics, Elsevier, vol. 101(C).
    3. Yusi Jiang & Tianyu Gong & Wan Cheng & Yapu Zhao, 2023. "Repression or indulgence? Distinctive government influence on firm financial and environmental misconduct in China," Asian Business & Management, Palgrave Macmillan, vol. 22(1), pages 379-402, February.
    4. Lv, Bingyang & Liu, Yongzheng & Li, Yan & Ding, Siying, 2018. "Fiscal incentives, competition, and investment in China," BOFIT Discussion Papers 20/2018, Bank of Finland, Institute for Economies in Transition.
    5. Wan, Jianjun & Lee, Chien-Chiang, 2023. "Corporate investment and the dilemma of the monetary policy: Evidence from China," Economic Analysis and Policy, Elsevier, vol. 78(C), pages 106-121.
    6. Yu, Wei & Zheng, Ying & Jia, Jianjun, 2025. "Political uncertainty and stock performance: Evidence from sessions of the Chinese Provincial People’s Congress," Research in International Business and Finance, Elsevier, vol. 75(C).
    7. Zhang, Ke & Zhang, Xujun & Xiong, Lingyun & Rao, Bin, 2024. "The stabilizing effect of government guarantees in real economy investment: Evidence from China," International Review of Economics & Finance, Elsevier, vol. 91(C), pages 219-240.
    8. Jin, Laiqun & Cao, Kairui & Li, Jiaye & Xu, Qunfang, 2024. "Information infrastructure construction and optimization of resources allocation among firms: Evidence from “Broadband China” strategy," International Review of Economics & Finance, Elsevier, vol. 91(C), pages 36-53.
    9. Ning Han & Huiyan Guo & Weitao Diao, 2024. "Spatial Interaction of Local Government Debt: Evidence from China," Sustainability, MDPI, vol. 16(8), pages 1-20, April.
    10. Ruxi Wang & Frank Wijen & Pursey P.M.A.R. Heugens, 2018. "Government's green grip: Multifaceted state influence on corporate environmental actions in China," Strategic Management Journal, Wiley Blackwell, vol. 39(2), pages 403-428, February.
    11. Kong, Gaowen & Ji, Mianmian & Guo, Yuemei, 2021. "Political promotion events and energy conservation decisions: Evidence from China," Energy Economics, Elsevier, vol. 95(C).
    12. Li, Zhong-Ping & Wang, Jian-Jun, 2021. "Effects of healthcare quality and reimbursement rate in a hospital association," Socio-Economic Planning Sciences, Elsevier, vol. 76(C).
    13. Zhanguang Chen & Qiaowan Wang & Chao Dou & Tian Liang, 2020. "Government Background Customers and Private Enterprise Innovation from the Perspective of Supply Chain Risk Transmission," Sustainability, MDPI, vol. 12(8), pages 1-22, April.
    14. Chen, Yanyan, 2022. "Does political turnover affect corporate investment? Evidence from China," Emerging Markets Review, Elsevier, vol. 51(PA).
    15. Achsanta, Aldy Fariz & Lepetit, Laetitia & Tarazi, Amine, 2022. "Government ownership of banks: Implications for minority shareholders," Economic Modelling, Elsevier, vol. 112(C).
    16. Yi Zhang, 2019. "Institutions, Firm Characteristics, and FDI Spillovers," Emerging Markets Finance and Trade, Taylor & Francis Journals, vol. 55(5), pages 1109-1136, April.
    17. Lv, Bingyang & Liu, Yongzheng & Li, Yan, 2020. "Fiscal incentives, competition, and investment in China," China Economic Review, Elsevier, vol. 59(C).
    18. Serocka Izabela, 2019. "Evaluation of Location Factors of Businesses by Local Authorities of Eastern Poland, with a Particular Emphasis on Spatial Policy," Real Estate Management and Valuation, Sciendo, vol. 27(1), pages 49-58, March.
    19. Xu, Li & Zhang, Qin & Wang, Keying & Shi, Xunpeng, 2020. "Subsidies, loans, and companies' performance: evidence from China's photovoltaic industry," Applied Energy, Elsevier, vol. 260(C).
    20. Pang, Caiji & Wang, Ying, 2020. "Stock pledge, risk of losing control and corporate innovation," Journal of Corporate Finance, Elsevier, vol. 60(C).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    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:bhx:ojjbsm:v:10:y:2025:i:8:p:51-70:id:2803. 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: Chief Editor (email available below). General contact details of provider: https://www.carijournals.org/journals/index.php/JBSM/ .

    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.