Modelling the influence of healthcare facilities management service quality on patients satisfaction
Journal of Facilities Management
ISSN: 1472-5967
Article publication date: 24 June 2019
Issue publication date: 12 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