Empirical Investigation of Service Quality in Ghanaian Hospitals

Abstract

Service quality within the health sector in Ghana has been of great concern to many.  For years, the quality of health services in hospitals has come under intense scrutiny and this has become more worrying in recent times. This study was undertaken to assess perceived service quality in hospitals located in the Greater Accra Region of Ghana. The research was a cross-sectional survey which employed the use of a modified SERVQUAL questionnaire that was administered to 400 outpatients in the Greater Accra region of Ghana. Data obtained from the study was analyzed quantitatively using descriptive statistics, exploratory factor analysis and multiple regressions.  Findings of the study revealed that, of the six dimensions used in the study, empathy, tangibility, reliability and affordability were the most significant predictors of service quality in Ghanaian hospitals. Although responsiveness and assurance are also considered in determining service quality, they were of less significance in this study. Furthermore, empathy emerged as the best predictor of service quality.

Key words: Perception, Service quality, Ghanaian hospitals