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Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria

Author

Listed:
  • Shodiya Olayinka ABIDEEN

    (Crescent University, Abeokuta, Ogun State, Nigeria)

  • Raji Olajide ALADE

    (Crescent University, Abeokuta, Ogun State, Nigeria)

  • Al’Hassan-Ewuoso HADIR OLASUNKANMI

    (Federal Polytechnic Ilaro, Ogun State, Nigeria)

Abstract

Secondary health care is a medical facility that offers specialized services with a more comprehensive range of diagnostic services. Patients from the primary healthcare facilities are referred to secondary healthcare facilities due to their wider range of services. The aim of this study is to investigate the effects of Secondary health care service quality on patients’ satisfaction in Ogun State government-owned hospitals in Nigeria. The objective is to examine the dimension of service quality (tangibles, reliability, responsiveness, assurance and empathy) on patients’ satisfaction in Ogun State government-owned hospitals in Nigeria. Survey research design was used collect information from the respondents using the personal contact method. The target population included all out-patients from six government-owned hospitals. A multi-stage sampling techniques was incorporated which resulted in data collection of 450 patients using convenience sampling. The data was analyzed using Covariance-Based Structural Equation Modelling (CB-SEM). The findings from the results showed that the reliability and assurance dimension of service quality significantly influenced patients’ satisfaction. In contrast, tangibles, responsiveness, and empathy do not significantly influence patients’ satisfaction. This study contributes significantly to contemporary issues in the Nigeria health sector by looking at how Ogun State government-owned institutions can improve on the quality of services they delivered to their patients.

Suggested Citation

  • 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.
    • Handle: RePEc:ddj:fseeai:y:2023:i:1:p:89-99
    DOI: 10.35219/eai15840409323
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    References listed on IDEAS

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    3. Muhammad Sabbir Rahman & Fadi AbdelMuniem AbdelFattah & Osman Bin Mohamad, 2014. "Service Quality and Customers’ Patronage Decision of Healthcare Insurance Products: ?In-Depth Interview Approach," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(7), pages 526-543, July.
    4. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
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