Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria

Résumé

Secondary health care is a medical facility that offers specialized services with a more comprehensive range of diagnostic services.Patients from the primary healthcare facilities are referred to secondary healthcare facilities due to their wider range of services.The aim of this study is to investigate the effects of Secondary health care service quality on patients' satisfaction in Ogun State government-owned hospitals in Nigeria.The objective is to examine the dimension of service quality (tangibles, reliability, responsiveness, assurance and empathy) on patients' satisfaction in Ogun State government-owned hospitals in Nigeria.Survey research design was used collect information from the respondents using the personal contact method.The target population included all outpatients from six government-owned hospitals.A multi-stage sampling techniques was incorporated which resulted in data collection of 450 patients using convenience sampling.The data was analyzed using Covariance-Based Structural Equation Modelling (CB-SEM).The findings from the results showed that the reliability and assurance dimension of service quality significantly influenced patients' satisfaction.In contrast, tangibles, responsiveness, and empathy do not significantly influence patients' satisfaction.This study contributes significantly to contemporary issues in the Nigeria health sector by looking at how Ogun State government-owned institutions can improve on the quality of services they delivered to their patients.

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