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Assessment of Expected and Perceived Service Quality in Nigerian Public Hospitals |
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| รหัสดีโอไอ | |
| Creator | Prisca C. Adaka |
| Title | Assessment of Expected and Perceived Service Quality in Nigerian Public Hospitals |
| Contributor | William P. Wall, Kate Hughes |
| Publisher | Stamford International University Thailand |
| Publication Year | 2563 |
| Journal Title | ASEAN Journal of Management & Innovation |
| Journal Vol. | 7 |
| Journal No. | 1 |
| Page no. | 43 - 62 |
| Keyword | Services, SERVQUAL, Service Quality, Service Provision, Customer Expectations, Customer Perception, Hospital, Nigeria. |
| URL Website | http://ajmi.stamford.edu |
| Website title | AJMI -ASEAN Journal of Management & Innovation |
| ISSN | 2351-0307 |
| Abstract | Although there is a proliferation of studies on the quality of health care in developed countries, this research is based in an emerging economy in Africa, Nigeria. Providing services to customers based on their needs and expectations is essential for the success of any service provider and a key factor in providing high quality service. This study uses a combination of secondary data and primary data collected from a sample of 200 Nigerian hospital patients at three public hospitals. The questionnaire is based on the five SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy), which were adapted to fit with the study's objectives. The results were analyzed using SPSS. They revealed a strong statistical significant difference (p >.000) between patients' expectations and perceptions (experience) of service quality. The greatest discrepancy in SERVQUAL related to the Assurance dimension and for Overall Service Delivery. These differences between service expectations and perceptions implied that patients' expectations were not met after experiencing public hospital services in Nigeria. This calls for management and personnel to leverage this information and use it to develop a strategic framework, implement personnel training programs, and design a program to ensure improvements in the efficiency and effectiveness of the hospital service delivery system. Moreover, continuous evaluation is needed to ensure that increased service performance and the interest of customers are prioritized. |
