The impact of healthcare service quality dimensions on patient satisfaction: a case study of Ganta United Methodist Hospital, Liberia

Abstract

Patient satisfaction is an important measure of healthcare service quality and influences the overall effectiveness of healthcare systems. This study aims to evaluate the relationship between various dimensions of healthcare service quality and patient satisfaction. The dimensions include Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A convenient sampling technique was employed. Data were collected via questionnaire distribution to people who have received services at the Ganta United Methodist Hospital. A total of 384 questionnaires were distributed. However, due to missing information, 381 valid responses were employed for analysis using the Statistical Program for Social Sciences (SPSS) software. Factor analysis was conducted for testing validity and reliability was carried out on the valid items to generate Cronbach’s alpha values. Correlation and regression analysis were conducted on the constructs of interest. The findings revealed a satisfaction level below average among respondents. A positive association and a significant impact of the service quality dimensions on patient satisfaction were also revealed. It is recommended that the hospital management implement strategies to enhance these dimensions and patient overall satisfaction, which include providing training for all members of staff on communication skills, providing an environment that is easily assessable, and paying keen attention to patient feedback to create room for continuous improvement.