The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery.
Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model.
Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management.
This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study.
This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.
The authors are grateful to the three anonymous reviewers and the editor for their valuable feedback to strengthen the paper. Special thanks goes to all the Ghanaian MBA student and staff respondents at GIMPA.
Boakye, K.G., Blankson, C., Prybutok, V.R. and Qin, H. (2017), "An assessment of national healthcare service delivery: a Ghanaian illustration", International Journal of Quality & Reliability Management, Vol. 34 No. 5, pp. 649-666. https://doi.org/10.1108/IJQRM-12-2014-0200
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