Purpose – The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located in northern Ghana. Design/methodology/approach – An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model. Findings – The results revealed that of the five‐factor model, support/care, environment of the facility and waiting time determine patients' satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent. Originality/value – The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general.
International Journal of Health Care Quality Assurance – Emerald Publishing
Published: Sep 6, 2011
Keywords: Hospitals; Patients; Customer satisfaction; Quality; Health care; Waiting lists; Queues; Ghana
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