Antecedents of Perceived Service Quality: Focus on Private Health Facilities in Ghana

Jackson Awuah Brobbey

doi:10.5296/jbls.v13i1.19319

Abstract

The main purpose of the study is to understand service quality in private healthcare facilities in Ghana. The study sought to find out factors affecting perceived service quality of private health facilities in Ghana. The study made use of a quantitative method which was in the form of an explanatory research design. Further to this, quantitative research was conducted with larger sample of two hundred and fifty (250) patients of private health care facilities. The researcher employed multiple regression analysis to analyze the data. The results of the study revealed that there was a positive and significant relationship between technical knowledge, provider responsiveness, effective leadership and collaboration. Among other important implications, the study recommended that, as a result of the positive and significant relationship established between the supported variables, stakeholders and management invest more into the training of hospital staffs in these critical areas of service delivery. Also, the study presented that, healthcare providers should be able to communicate with other professional in delivering healthcare.

Highlights

With the health sector as the foci of the research, it is important to note that, in spite of this rapid growth, there are still major challenges facing the health sector in Ghana in terms of delivering of quality service
Quantitative research was conducted with larger sample of two hundred and fifty (250) patients of private health care facilities
A multiple regression analysis was performed to test hypotheses developed for the study

Summary

Introduction

With the health sector as the foci of the research, it is important to note that, in spite of this rapid growth, there are still major challenges facing the health sector in Ghana in terms of delivering of quality service. The changing customer demands and global competition has increased expectation of quality of services in health care facilities (Irfan & Ijaz, 2011). Customers of healthcare facilities look out for quality when selecting a product or a service (Protzman, Mayzell & Kerpchar, 2018). Service quality is viewed as a strategic tool for organizations to gain business success (Irfan & Ijaz, 2011; Carey et al, 2018).

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Conclusion