Turkson Paa Kobina, Coppson Celine Naa Dede, Turkson Anthony Joe
School of Veterinary Medicine, University of Ghana, Legon, Ghana.
Department of Mathematics, Statistics and Actuarial Science, Takoradi Technical University, Takoradi, Ghana.
Vet Med Sci. 2025 May;11(3):e70331. doi: 10.1002/vms3.70331.
Client satisfaction surveys present a chance to find out which services offered by a provider meet or exceed the expectations of clients, and therefore should be maintained, while services that fall short of expectations are identified for improvement.
The aims were to determine if correlations existed between dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) and client satisfaction, find out which of 15 selected indicators of service delivery performance were significantly associated with client satisfaction and serve as predictors for satisfaction and determine client satisfaction indices for services rendered at a companion animal hospital.
A questionnaire, covering background information and indicators and dimensions of satisfaction, was administered to 208 respondents. Data analyses involved proportions, mean scores, Cronbach reliability test, relative importance indices, correlations, multiple regressions and client satisfaction indices.
For indicators, the prediction equation was as follows: Overall satisfaction = -44.1 + 15.3 × Drugs availability. For dimensions, the equation was as follows: Overall satisfaction (mean score) = 2.39 + 0.19 × Reliability mean score. The customer satisfaction score was 97.5%, and the mean satisfaction rate was 84.3%. The composite customer satisfaction score was also 84.3%. The customer satisfaction index was 81.5%.
The study provides, for the first time, attributes considered by clients as contributing to satisfaction with veterinary services delivery for pets in Accra, Ghana. Regression analyses revealed that for dimensions, the reliability mean score, and for indicators, the availability of drugs were the main predictors of overall satisfaction with services delivery. Client satisfaction indices were very high.
客户满意度调查提供了一个机会，以了解供应商提供的哪些服务达到或超过了客户的期望，因此应予以保留，同时找出未达期望的服务以便改进。
目的是确定服务质量维度（有形性、可靠性、响应性、保证性和移情性）与客户满意度之间是否存在相关性，找出15个选定的服务提供绩效指标中哪些与客户满意度显著相关并作为满意度的预测指标，并确定一家伴侣动物医院提供服务的客户满意度指数。
向208名受访者发放了一份问卷，涵盖背景信息以及满意度指标和维度。数据分析包括比例、平均得分、克朗巴哈可靠性检验、相对重要性指数、相关性、多元回归和客户满意度指数。
对于指标，预测方程如下：总体满意度 = -44.1 + 15.3 × 药品可获得性。对于维度，方程如下：总体满意度（平均得分） = 2.39 + 0.19 × 可靠性平均得分。客户满意度得分率为97.5%，平均满意度为84.3%。综合客户满意度得分也是84.3%。客户满意度指数为81.5%。
该研究首次提供了加纳阿克拉客户认为有助于宠物兽医服务满意度的属性。回归分析表明，对于维度，可靠性平均得分，对于指标，药品可获得性是服务提供总体满意度的主要预测指标。客户满意度指数非常高。
