Anabila Peter, Kumi Desmond Kwadjo, Anome Janet
Department of Marketing, Central University , Accra, Ghana.
DAL Consultancy Limited, Accra, Ghana.
Int J Health Care Qual Assur. 2019 Feb 11;32(1):176-190. doi: 10.1108/IJHCQA-10-2017-0200.
The purpose of this paper is to investigate the role of service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) in Ghana's health sector and a comparative analysis of private and public hospital SQ.
DESIGN/METHODOLOGY/APPROACH: A convenient sample of 1,236 respondents was generated from both private and public hospitals. The study utilises an asymptotic distribution free estimation technique in CB-SEM using LISREL to test the relationships, while Wilcoxon-Mann-Whitney test was used to determine the differences in SQ performances between private and public hospitals.
The study found a significant positive relationship between SQ and CS. Also, the study found a significant positive relationship between CS and CL. Finally, SQ was found to be better in private hospitals, resulting higher CS and CL.
The study highlights the significant role SQ plays in generating CS and CL to guide healthcare provider policy decision making to improve healthcare delivery. It also serves as a guide to patients to make informed decisions regarding the choice of alternative hospitals.
ORIGINALITY/VALUE: The study provides a useful guide to strategy and policy formulation in the healthcare sector by exploring the potential viability of SERVQUAL-related model as a relevant tool for assessing SQ in Ghana's health sector. The results also identified SQ gap between private and public hospitals and thus have implications on how hospitals should strategise to improve their SQ.
本文旨在探讨服务质量（SQ）、客户满意度（CS）和客户忠诚度（CL）在加纳卫生部门中的作用，并对私立和公立医院的服务质量进行比较分析。
设计/方法/途径：从私立和公立医院抽取了1236名受访者作为便利样本。该研究在CB-SEM中使用渐近分布自由估计技术，利用LISREL来检验各关系，同时使用威尔科克森-曼-惠特尼检验来确定私立和公立医院在服务质量表现上的差异。
研究发现服务质量与客户满意度之间存在显著的正相关关系。此外，研究还发现客户满意度与客户忠诚度之间存在显著的正相关关系。最后，研究发现私立医院的服务质量更好，从而带来更高的客户满意度和客户忠诚度。
该研究强调了服务质量在产生客户满意度和客户忠诚度方面所起的重要作用，以指导医疗服务提供者的政策决策，改善医疗服务提供。它还为患者在选择替代医院时做出明智决策提供了指导。
原创性/价值：该研究通过探索SERVQUAL相关模型作为评估加纳卫生部门服务质量的相关工具的潜在可行性，为医疗保健部门的战略和政策制定提供了有用的指导。研究结果还确定了私立和公立医院之间的服务质量差距，因此对医院应如何制定战略来提高其服务质量具有启示意义。
