Original Research Article | OPEN ACCESS
Service Quality on Patients Satisfaction in Federal Medical Centre, Keffi, Nasarawa State

Dauda Abdullahi

1Department of Business Administration, Faculty of Arts, Management and Social Sciences, Federal University, Gashua, Yobe State, Nigeria..

For correspondence:-     Email: daudaabdullahi53@yahoo.com

Received: March 21, 2020        Accepted: September 18, 2020        Published: September 30, 2020

Citation: Abdullahi D. Service Quality on Patients Satisfaction in Federal Medical Centre, Keffi, Nasarawa State. Account Tax Rev 2020; 4(3):41-53 doi:

© 2020 The authors.
This is an Open Access article that uses a funding model which does not charge readers or their institutions for access and distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0) and the Budapest Open Access Initiative (http://www.budapestopenaccessinitiative.org/read), which permit unrestricted use, distribution, and reproduction in any medium, provided the original work is properly credited..

Abstract

This study examines the relationship between service quality and patients' satisfaction in Federal Medical Centre, Keffi, Nasarawa state. Data was collected using an adapted instrument on past research related to hospital's service quality. Similarly, the sample size determined for analysis of this study is 265 patients and hypotheses were tested using multiple regression analysis. Besides,the Statistical Package for Social Science (SPSS) version 22.0was used for the analysis of data.The findings provided support for some of the hypothesised relationship for this study. Specifically, assurance, corporate image and reliability showed a significant relationship with patients' satisfaction in the hospital. Additionally, empathy, responsiveness, and tangibility showed an insignificant relationship with patients' satisfaction for this study.This research could potentially provide a significant contribution and inputs which might be useful in the process of decision-making regarding service quality, patients'satisfaction, Medical Doctors and Nurses working in Federal Medical Centre, Keffi, Nasarawa State.It is recommended that management should channel more resources to those constructs such as assurance, corporate image and reliability that show a significant relationship with patients' satisfaction in the hospital. This would help to increase patients' satisfaction leading to improve service quality in the healthcare operator in the hospital.

Keywords: Service quality, patients'satisfaction, assurance, reliability, corporate image and empathy


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