An assessment of national healthcare service delivery: a Ghanaian illustration

Abstract

Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Design/methodology/approach Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model. Findings Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. Research limitations/implications This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study. Originality/value This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.

Modelling health care customer satisfaction: Evidence from Serbia

“…Their study indicated significant impact of service quality on perceived value and the contribution of both quality and value to patients' satisfaction. Significant impact of health care service quality on perceived value has been also supported by Boakye et al (2017). Therefore, the following hypotheses are proposed: H2: Perceived value of health care services directly influences patient satisfaction; H3: Health care service quality directly affects perceived value.…”

The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates

“…One of the essential concerns of business nowadays to increase market share on a global perspective and to reach that goal there are many ways, one of these waysis gaining client loyalty, in other words business owner looking for more thansatisfy and delight clients, they make extra efforts to transform their clients to loyalty level (Evans, 2015). Moreover, quality management, operations, and marketing scholars still show interest on client loyalty (Boakye et al, 2017). Clients'loyalty will lead to reduce marketing costs, reducing transaction costs, reducing the cost of replacing the client, increasing sales, information from positiveword of mouth, and reducing the cost of failure (Oliver, 1999).…”

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

“…It is widely acknowledged that service quality is difficult to measure, due to unique characteristics of services, such as intangibility, heterogeneity, perishability and simultaneity of production and consumption (Boakye et al, 2017). This especially pertains to credence services, which are difficult to evaluate even after provision, and medical services are regarded as a typical representative of credence services.…”

“…Satisfied customers are praised for higher probability to return to the same company, recommend the company to significant others and spread positive word-of-mouth. Satisfied customers are easier to serve and can be served in a more cost-efficient way (Peer & Mpinganjira, 2011;Boakye et al, 2017;Cvijovic et al, 2017). Customer satisfaction has also been recognized as the main driver of company's profitability (Milosavljevic et al, 2016).…”

“…Research on service quality in health care settings indicates that high quality service leads to patient satisfaction and willingness to use services of the same health care provider in the future (Ozturkcan et al, 2009;Kondasani & Panda, 2015;Boakye et al, 2017;Taqdees et al, 2018;Mahmoud et al, 2019). Provision of high quality service by a health care institution has also been recognized as a means of successful differ-entiation among competitors and a source of sustainable competitive advantage leading to improved efficiency, long-term success and organizational sustainability (Ramsaran-Fowdar, 2008; Peer & Mpinganjira, 2011; Boakye et al, 2017; Giovanis et al, 2018;Taqdees et al, 2018).…”