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Assessment on health care service quality and patients’ satisfaction in Ghana

Enock Mintah Ampaw (School of Management and Economics, University of Electronic Science and Technology of China, Chengdu, China and Center for West African Studies, University of Electronic Science and Technology of China, Chengdu, China)
Junwu Chai (School of Management and Economics, University of Electronic Science and Technology of China, Chengdu, China and Center for West African Studies, University of Electronic Science and Technology of China, Chengdu, China)
Biru Liang (The Fifth Affiliated Hospital of Southern Medical University, Guangzhou, China)
Sang-Bing Tsai (Zhongshan Institute, University of Electronic Science and Technology of China, Zhongshan, China)
Joseph Frempong (School of Management and Economics, University of Electronic Science and Technology of China, Chengdu, China and Center for West African Studies, University of Electronic Science and Technology of China, Chengdu, China)

Kybernetes

ISSN: 0368-492X

Article publication date: 3 February 2020

Issue publication date: 13 November 2020

2117

Abstract

Purpose

With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization.

Design/methodology/approach

A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model.

Findings

The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction.

Originality/value

There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

Keywords

Acknowledgements

Conflicts of interest: The authors declare no conflicts of interest.

The authors thank National Natural Science Foundation of China (71872028) and Fundamental Research Funds for the Central Universities (ZYGX2019F001) for supporting this research.

Citation

Ampaw, E.M., Chai, J., Liang, B., Tsai, S.-B. and Frempong, J. (2020), "Assessment on health care service quality and patients’ satisfaction in Ghana", Kybernetes, Vol. 49 No. 12, pp. 3047-3068. https://doi.org/10.1108/K-06-2019-0409

Publisher

:

Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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