Original Research Article | OPEN ACCESS
Quality of Healthcare Services and Patients' Satisfaction in University of Benin Teaching Hospital

Henry Osarobo EGBON1 Barnabas Aigbojie AGBONIFOH2

Department of Business Administration, Faculty of Management Sciences, University of Benin, Benin City, Nigeria.;

For correspondence:-  Henry EGBON   Email: henryegbon@yahoo.com

Received: May 28, 2020        Accepted: June 19, 2020        Published: 26 June 2020

Citation: EGBON HO.AGBONIFOH BA. Quality of Healthcare Services and Patients' Satisfaction in University of Benin Teaching Hospital. Account Tax Rev 2020; 4(2):148-161 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..


This study analysed the relationship between service quality and patients' satisfaction with healthcare services rendered in the University of Benin Teaching Hospital (UBTH). The survey research design was adopted through the use of the questionnaire. The population of study covers all patients visiting the health facilities in three major clinics (General Out-patient clinic, Maternity clinic and Dental clinic) of the University of Benin Teaching Hospital (UBTH). Out of 150 copies of the questionnaire administered, only 147 copies were found usable. The questionnaire was used as the research instrument. Statistical tools such as mean, standard deviation, correlation and regression analyses were used for data analyses through the use of Statistical Package for Social Sciences (SPSS) software. The results showed that that the service quality dimensions (assurance, empathy, reliability, tangibility and responsiveness) have a positive and significant relationship with patients' satisfaction. The study recommends that the hospital management should provide up-to-date equipment for effective management of patients. It is also recommended that healthcare providers should render services in a manner that instils confidence in patients by making them feel hospitable.

Keywords: Assurance, Clinics, Empathy, Patients, Satisfaction

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