Client perception of service quality at the outpatient clinics of a General hospital in Lagos, Nigeria

Abstract

IntroductionService quality assessments have assumed increasing importance in the last two decades. They are useful in identifying gaps in services been provided with the ultimate aim of guaranteeing quality assurance. The objective of this study was to assess the client perception of service quality at the outpatient clinics of Randle General hospital, Lagos.MethodsA descriptive cross sectional study was conducted from March to May 2013. A multistage sampling technique was used to select respondents and data was collected with the aid of modified SERVQUAL questionnaires. The data was analysed with aid of EPI-INFO 2002 and statistical significance was set at a P value 0.05 for statistical significance.ResultsTotal of 400 respondents were interviewed. The mean age was 40 years with a standard deviation of 15.2 yrs. The highest mean score of 4.35 out of a possible maximum of 5 was recorded in assurance domain while the lowest mean score of 4.00 was recorded in the responsiveness domain. The overall mean score of all the domains was 4.20 with standard deviation of 0.51. Overall majority (80.8%) of respondents rated the overall service quality as good/ very good. After linear regression, the assurance domain was the most important predictor of the overall perceived service quality (p< 0.001).ConclusionThe overall perceived service quality was good. The major deficiencies were in the responsiveness domain and especially the waiting time. The hospital management should implement measures to improve the responsiveness of services by ensuring prompt delivery of services.

A Community-based assessment of quality of health care received and client satisfaction in Lagos, Nigeria

“…12 A study of client perception of service quality at outpatient clinics of a general hospital in Lagos reported that 88% rated the overall service quality to be good with the assurance domain as the most important predictor (p <0.001) of service quality. 13 Amole et al in their study of patients perception of service quality in six teaching hospitals in southwest Nigeria reported that the most important factor to patients was the reliability dimension, followed by the assurance dimension with the empathy dimension being the least important factor. 14 This contrasts with another study by Oyatoye et al who studied four general hospitals in Ogun Sate and found that patients had the greatest preference for empathy while the least preference was waiting time.…”

Satisfaction of users of the Family Health Strategy in a capital city of Northeast Brazil

“…In a district of Pakistan, the health service investigated with the use of SEVQUAL was poorly evaluated by the users. In Saudi Arabia, users were dissatisfied with all dimensions of sa-tisfaction of SERVQUAL over nursing services [11,12,13].…”

Health Information Management Personnel Service Quality and Patient Satisfaction in Nigerian Tertiary Hospitals

“…In measuring patients' perceived health information management personnel service quality, the researchers modified an existing SERVQUAL scale as developed by Parasuraman et al (Parasuraman et al, 1988) and as adapted by similar studies assessing patients' perceived service quality (Essiam, 2013;Kazemi et al, 2013;Ogunnowo et al, 2015). The SERVQUAL scale is based on the five dimensions of service quality: reliability, gjhs.ccsenet.org…”

“…Likewise, a study assessing patients' assessment of dental care services in a Nigerian hospital revealed there were marked statistically significant quality gaps in assurance and tangibles (Adebayo, Adesina, Ahaji, & Hussein, 2014). Also, a study conducted in a general hospital in Lagos, Nigeria, revealed that majority of the patients rated the overall service quality as good, while the assurance domain was revealed to be the most important predictor of perceived service quality (Ogunnowo, Olufunlayo, & Sule, 2015).…”