Antecedents of Service Quality in Public Hospitals in South-South Geo-Political Zone of Nigeria

doi:10.7176/ejbm/12-23-11

Abstract

Highlights

Service quality is an important issue in any business organization whether public or private owned settings
Since patients are becoming more open to competitive advances and more familiar with hospital services, service quality may be necessary to ensure a longterm relationship between the patients and the hospital (Gaur &Agrawal, 2006)
When the dependent variable which is service quality is at unit value (SQ, r=1), independent variables otherwise referred to as antecedents stood as www.iiste.org follows: physical facilities (PF, r=0.097); waiting time (WT, r=0.373**); patient appointment schedule (PAS, r=0.037) patient interaction (PI, r= -0.204*); physical design (PD, r= 0.262); hospital employee (HE, r= 0.115) respectively were positively related

Summary

Introduction

Service quality is an important issue in any business organization whether public or private owned settings. The antecedents in relation to service quality in healthcare or hospital include physical facilities, waiting time, patient appointment schedule, patient interactions, physical design and hospital employees competency. The reliability test indicated Cronbach-Alpha test result of 0.8936, 0.7652, 0.9173, 0.6258, 0.8942, 0.7046 and 0.6538 for questionnaires relating to service quality, physical facilities, waiting time, patients appointment schedule, patients interaction, physical design and hospital employees competency respectively. When the dependent variable which is service quality is at unit value (SQ, r=1), independent variables otherwise referred to as antecedents stood as www.iiste.org follows: physical facilities (PF, r=0.097); waiting time (WT, r=0.373**); patient appointment schedule (PAS, r=0.037) patient interaction (PI, r= -0.204*); physical design (PD, r= 0.262); hospital employee (HE, r= 0.115) respectively were positively related.

PAS PI

Findings

Conclusion and Recommendations