Measuring service quality and satisfaction among patients accessing healthcare from the Public University Hospitals in Ghana

The increasing burden of healthcare systems in most developing countries affects access to quality healthcare. The state of Quality Assurance in the Public University Hospitals remains questionable in these countries. This study investigates the level of patient satisfaction and its service quality predictors among patients accessing healthcare from the Public University Hospitals in Ghana. An empirical assessment survey using a pre-tested service quality (SERVQUAL) measurement scale was conducted among 439 patients who attended two major Public University Hospitals in Ghana. Data were obtained from patients on the five dimensions of perceived service quality including tangibles, reliability, responsiveness, assurance and empathy. Data were analysed using Stata software. Descriptive statistics and linear regression analysis were performed to identify the most defining service quality dimension of patient satisfaction. The study indicates adequate level of service satisfaction among patients accessing healthcare from the public university hospitals in Ghana, although ‘responsiveness’ was low. Therefore, the management team of these hospitals must not underestimate the crucial role of staff in inspiring trust and confidence<b> </b>in their clients. <br><br><br><br><br>