For correspondence:-
Received: May 28, 2020 Accepted: June 19, 2020 Published: 26 June 2020
Citation: Quality of Healthcare Services and Patients' Satisfaction in University of Benin Teaching Hospital. Account Tax Rev 2005; 4(2):148-161 doi:
© 2005 The authors.
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Abstract
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.
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