Medical Service Dimensions and Patient Satisfaction in Public Tertiary Hospitals in Akwa Ibom State, Nigeria

Abstract

This research examined medical service dimensions and patient satisfaction in public hospitals in Akwa Ibom State. Its specific aim was to determine the joint effects of medical service reliability and tangibility on patient satisfaction in tertiary public hospitals in Akwa Ibom. The researcher adopted the cross-sectional survey research design. Primary data were obtained from 322 patients of tertiary public hospitals using a structured questionnaire. The data were analysed and interpreted using descriptive statistics, while hypotheses testing was done using multiple regression in the Statistical Package for the Social Sciences (SPSS 23). The findings made revealed that medical service reliability and tangibility had significant joint positive effects on patient satisfaction in public hospitals in Akwa Ibom State. Hence, the researcher recommended the following, among others: the services of public hospitals should be made more timely, accurate and dependable so that patients can have the confidence to visit public hospitals whenever they have medical conditions requiring attention and that public hospitals should be refitted with cutting edge medical facilities, technology and technical personnel to ensure that patients have unfettered access to satisfactory medical services.