Predictors of Clients' Satisfaction with Delivery of Animal Health Care Services in Periurban Ghana

Paa Kobina Turkson

doi:10.4061/2011/321369

Abstract

The study used logistic regression modelling to determine predictors of satisfaction with delivery of animal health care services for 889 clients (livestock and poultry keepers) in periurban Ghana. Of the 15 indicators tested as predictors of satisfaction in this study, 8 were included in the best fit model. These were accessibility, availability of services, service charge, effectiveness, efficiency, quality of services, meeting client needs, and getting help. Efficiency and effectiveness were perceived by the respondents to be synonymous, as were service quality and effectiveness, as suggested by ORs > 10 when cross tabulated. Therefore, one or the other could be used in future studies but not both to avoid collinearity. The identified predictors could be targeted for improvement in quality of service delivery to livestock and poultry keepers in Ghana.

Highlights

Client satisfaction is often a measure of client’s perception of quality because the highly satisfied client feels he/she has received a high-quality service, whereas the dissatisfied client is disappointed by the quality of service [1]
Verbeek et al [4] reported that patient satisfaction is best defined as patients’ evaluation of a health care service based on the fulfilment of their expectations
This paper presents findings of a client satisfaction survey and perceptions of quality of veterinary services in Ghana

Summary

Introduction

Client satisfaction is often a measure of client’s perception of quality because the highly satisfied client feels he/she has received a high-quality service, whereas the dissatisfied client is disappointed by the quality of service [1]. Verbeek et al [4] reported that patient satisfaction is best defined as patients’ evaluation of (aspects of) a health care service based on the fulfilment of their expectations. Williams and colleagues [5] noted that the outcome of a patient’s evaluation of services is based on 3 factors: a positive or negative experience; the perceived function of the service; the responsibility of the service for their experience. Vuori [6] observed that patient satisfaction is not just an indicator of health care but is a desired outcome of care, and an essential part of its quality. It is expected that client evaluation would lead to improved quality of care as patient satisfaction is assessed to find out which services need improvement according to the patient’s preference [4]

Methods

Results

Conclusion