Abstract:
Purpose – With the exigencies of health-care service quality to actualize sustainable socio-economic and
developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence
on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization.
Design/methodology/approach – A total of 398 screened questionnaires were analyzed from selected
hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant
association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results
did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the
model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and
further proved the predictive robustness of the model.
Findings – The results of the analysis demonstrate that patients were discontent with empathy and safety
measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of
patients’ satisfaction
Originality/value – There is a dearth of empirical investigations on the assessment of health-care service
quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the
study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in
line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the
hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the
hospitals, while enforcing the culture of receptive hospital environment to improve empathy.
