Abstract
This study aimed to assess the level of patient satisfaction in a private hospital. Satisfaction is an important factor for hospitals to gain a competitive advantage, and continued measure of the extent of satisfaction among patients is imperative. The study drew on published work since it adapted the SERVQUAL model to assess service quality dimensions. Data was collected from patients in three wards chosen by the researchers based on certain criteria. A total of 126 questionnaires was collected and analysed, and seven hypothesis statements tested. Findings have shown that there is a positive relationship between all five
dimensions of the SERVQUAL model and patient satisfaction. However, there was no relationship between socio-demographic variables and satisfaction. Since data was collected from one hospital in a big city, the
results may not be generalised to other towns. The SERVQUAL instrument is suitable for use in the hospital environment, but only to measure the functional component of quality. Therefore, the findings of
this study are important for managers in private hospitals to point out the factors that carry most weight in determining patient satisfaction.
TUMO KELE, PATRICIA NYANDORO. (2016) Determinants of Customer Satisfaction in a Private Hospital: A SERVQUAL Approach, International Review of Management and Business Research, Volume 5, Issue 3.
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