Impact of Service Quality on Patient Satisfaction: In a Public Hospital in Cap Vert

Amândio Baía, Teresa Baptista


Patient satisfaction is recognized as one of the most important quality dimensions and key success indicators in the health care industry. Identifying the most critical factors in hospitals related to the service quality will ensure survival and success in the future. This study aims to investigate patients' perception of the service quality provided by a public hospital in Cap Vert and propose some improvement measures. A questionnaire adapted from the ServPerf model was used to measure the patient’s level of satisfaction. The findings of this study stated that all the dimensions namely reliable, responsiveness, assurance, empathy and tangibles are significantly related to the patient’s satisfaction. Besides, the study also found that older patients, with less literacy and the ones with a greater number of children, feel more satisfied. Overall the perception of the patients about the service quality provided by the hospital and it’s the satisfaction is quite poor. A report has been presented to the hospital administration, including results and suggestions in compliance with the findings.

Keywords: Service Quality, Satisfaction, ServPerf, ServQual, Public Hospital, Cap Vert

DOI: 10.7176/EJBM/12-27-01

Publication date:September 30th 2020

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ISSN (Paper)2222-1905 ISSN (Online)2222-2839

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