A patient-centred comparison of the public and private healthcare service quality: insights from the SERVQUAL model

Résumé

Abstract Background The quality of healthcare services is a critical factor influencing patient satisfaction, trust, and overall health outcomes. In many countries, both public and private healthcare sectors operate simultaneously, often differing in resources, efficiency, accessibility, and patient experience. The purpose of this study is to compare patient perceptions of service quality in public and private healthcare settings using a modified SERVQUAL model in the context of Ghana. Methods A quantitative cross-sectional survey was conducted with a sample of 383 respondents selected through random sampling from two public and two private hospitals. Non-parametric test was used to compare patient perceptions and experiences among the service dimensions, comparing differences in mean scores, significance levels, and direction of preference. Findings Private healthcare was perceived as superior in responsiveness, availability, and empathy (all p ≤ 0.001), while public facilities were viewed as more reliable ( p = 0.003). Accessibility strongly favoured private services ( p < 0.001), suggesting better reach and convenience. Assurance showed a modest difference ( p = 0.009), slightly in favour of public care, while no significant difference was observed in tangibles ( p = 0.692), indicating similar quality in physical infrastructure and appearance. Affordability emerged as the most distinct factor, with public healthcare significantly more affordable ( p < 0.001). Conclusion This study offers a comprehensive comparison of perceived service quality in public versus private health care settings in Ghana. It highlights the strengths of public facilities in affordability and reliability, and the advantages of private facilities in responsiveness, empathy, and accessibility. The findings provide actionable insights for policymakers and health administrators to develop targeted interventions that bridge service quality gaps and improve patient satisfaction between both sectors.

Citer ce document

Accès au document

Texte intégral en lecture en ligne, réservé aux abonnés SPHAERO et aux membres de l'institution. Se connecter

Auteur(s)

Statistiques

Consultations : 1

Téléchargements : 0