To read the full version of this content please select one of the options below:

Modelling the influence of healthcare facilities management service quality on patients satisfaction

Oti Amankwah (Department of Real Estate, Universiti Teknologi Malaysia, Skudai, Johor, Malaysia and Department of Estate Management, Kumasi Technical University, Kumasi, Ghana)
Weng-Wai Choong (Department of Real Estate, Universiti Teknologi Malaysia, Skudai, Johor, Malaysia)
Abdul Hakim Mohammed (Department of Real Estate, Universiti Teknologi Malaysia, Skudai, Johor, Malaysia)

Journal of Facilities Management

ISSN: 1472-5967

Publication date: 1 July 2019

Abstract

Purpose

Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are important as it will enhance the rationale for institutionalising prudent FM service quality in hospitals in Ghana. This paper aims to assess the mediating effect of healthcare FM service quality on patients’ satisfaction and overall healthcare delivery.

Design/methodology/approach

This is a cross-sectional study involving adult patients at the Physician outpatient departments and Polyclinics of Komfo Anokye, Tamale and Cape Coast Teaching hospitals in Ghana. A questionnaire survey using a well-structured five-point likert scale based on the SERVQUAL dimensions and Healthcare core service dimensions rooted in the FM framework was used to collect data from 660 patients. Smart PLS was used to analyse the data of 622 valid questionnaires.

Findings

The study results revealed that FM service quality mediates the relationship between patients’ satisfaction and three of the constructs under core healthcare delivery. That is, (the quality of healthcare delivery, the quality of healthcare personnel and the adequacy of healthcare resources) – surprisingly, the fourth construct (the quality of administration process) was not supported.

Originality/value

There is no or at best very limited studies on the contribution of healthcare FM on patients satisfaction of core healthcare delivery in Ghana. Therefore, this study will enrich and contribute to knowledge in healthcare FM in general and that of a developing African country in particular.

Keywords

Acknowledgements

This paper forms part of an ongoing PhD research project entitled “A model for the relationship between user satisfaction of healthcare facilities management and core healthcare business”, from which other papers are being produced based on different objectives but sharing the same background, methodology and data. The authors wish to express their sincere gratitude to the management of Komfo Anokye, Tamale and Cape Coast Teaching Hospitals in Ghana for their support during the data collection stage, as well as all the patients who participated in this research study.

Citation

Amankwah, O., Choong, W.-W. and Mohammed, A.H. (2019), "Modelling the influence of healthcare facilities management service quality on patients satisfaction", Journal of Facilities Management, Vol. 17 No. 3, pp. 267-283. https://doi.org/10.1108/JFM-08-2018-0053

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited