EFFECT OF SERVICE QUALITY ON SATISFACTION OF ENROLLEES OF PRIVATE HMOs IN GENERAL HOSPITALS WITHIN ABUJA METROPOLIS

Abstract

This study examined the effect of service quality on the satisfaction of enrollees of private HMOs in general hospitals within the Abuja Metropolis. Specifically, the study x-rayed the individual impact of reliability, assurance and empathy on the satisfaction of enrollees of private HMOs in five general hospitals within Abuja municipal area council (AMAC). The study adopted a survey research design. The study population includes 3447 enrollees of private HMOs of five General Hospitals. A study drew a sample size of 482 using the Taro Yamane sample size determination technique. The hospitals included Asokoro General hospital, Gwarinpa General Hospital, Kubwa General Hospital, Maitama District Hospital and Wuse District Hospital. A five-point Likert scale type of question was used to collect data for the study. The reliability of this instrument was measured using Cronbach's alpha. The spearman rank correlation coefficient was used to analyse the data and test the hypotheses. The result of the study revealed that reliability, assurance and empathy have a positive and significant relationship with enrollees' satisfaction within the area covered by the study. From the findings, the study concluded that providing high-quality services characterized by reliability, assurance, and empathy is imperative for the success of any organisation in this era of globalisation and competitiveness. Thus, the study recommended that if the HMOs desire to survive and improve enrollees' satisfaction, it is imperative to continually investigate the existing service quality, particularly on dimensions of reliability, assurance and empathy.