Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

Mahmoud, Ali B.; Ekwere, Theresa; Fuxman, Leonora; Meero, Abdelrhman

doi:10.1177/2158244019852480

Cited by 23 publications

(22 citation statements)

References 32 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Growing demand for the presence of higher quality services in an organization has become the vital trend among the consumers Osakwe, 2019). Quality services are essential to differentiate the organization and gain competitive advantage (Mahmoud et al, 2019). Although the issue of service quality is quite prominent in various sectors of service economy, this issue is more important in retailing industry due to the presence of strong rivals (Bhat, 2016;Hsiao, 2018).…”

Section: Service Qualitymentioning

confidence: 99%

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

Sage Open

View full text Add to dashboard Cite

Facing immense competition, retailers across the globe are experiencing reduction in their customer loyalty. This decreasing trend is even more observable in the superstore retailing in Bangladesh; especially whose target market is young cohort (Generation Y [Gen Y]). As a result, it is vital for the superstore owners to ascertain the factors affecting the customer loyalty of Gen Y. The main purpose of this study is to investigate the influence of service quality and corporate image on customer loyalty of Gen Y in the retail superstores of Bangladesh. A total of 325 Gen Y shoppers were surveyed from four leading superstores in Bangladesh using a structured questionnaire. Smart-PLS 3.0 software was used to validate the collected data and test the statistical significance of the path relationships by following structural equation modeling. The results indicate that Gen Y customers’ loyalty toward the superstores is positively and significantly influenced by both service quality and corporate image. The outputs also reveal that service quality indirectly affects Gen Y customer loyalty toward superstores with an intervening role of corporate image. Research implications from theoretical and practical standpoints as well as the recommendations for forthcoming study are also provided.

show abstract

Section: Service Qualitymentioning

confidence: 99%

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

Sage Open

View full text Add to dashboard Cite

show abstract

“…The age distribution of the respondents was skewed towards a younger population. This can affect what could be considered as measures of perceived usefulness and enjoyment (Mahmoud, Ekwere, et al 2019 ). Also, the use of non-probability sampling (convenience snowball) in this study may impinge on the generalisability of our results.…”

Section: Discussionmentioning

confidence: 99%

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

et al. 2021

Self Cite

View full text Add to dashboard Cite

Graphic abstract Renewed interest in gender-sensitive studies focussing on fashion brands marketing communications across diverse cultures and generational cohorts of consumers has heightened the need for uniqueness when developing marketing strategies for fashion brands in both domestic and international markets. Following that, we surveyed 1,329 Sub-Saharan African female Instagram users to investigate the mediating role of consumer satisfaction concerning the relationships between perceived usefulness, enjoyment and intentions to follow and recommend brands’ Instagram accounts and their invariance across three generations. We tested hypotheses using the Partial-Least-Squares Structural Equation Modelling and conducted emotion and sentiment analyses. We found that satisfaction fully translates the positivity of usefulness and enjoyments into higher intention to follow and recommend amongst the female Instagram users surveyed. Usefulness effects on satisfaction are more intense amongst Generation X. However, Generation Z developed a stronger intention to follow. Generations Y and Z are more likely to recommend than Generation X based on a positive experience. Satisfaction is a stronger transmitter of usefulness indirect effects onto following intentions amongst Generation X than its descendants who express intention to recommend due to indirect enjoyment effects conveyed via satisfaction. Finally, sentiment and emotion analyses of the users’ comments were reported using a natural language-processing method.

show abstract

“…As a result, this will negatively affect the hospital's income (Richter & Muhlestein, 2017). In addition, most hospitals look forward to local or international accreditation, which is required from hospitals to demonstrate a commitment towards their patients by introducing high quality and safe services (Richter & Beauvais, 2017;Mahmoud, Ekwere, Fuxman, & Meero, 2019).…”

Section: Discussionmentioning

confidence: 99%

On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

A’aqoulah¹,

Saris²,

Da’ar³

2021

GJHS

View full text Add to dashboard Cite

Minimizing the gap and ensuring agreement between patients’ perceptions and expectations is an indication of a better quality of hospital services. This study aimed to examine the agreement between patients’ perceptions and expectations of the quality of hospital services. A cross-sectional design was adopted, and quantitative methods were employed for data collection. The SERVAQUAL tool was used. The sample size was 415 participants. This study was conducted in Jordanian teaching hospitals. The study population was patients who used outpatient clinics in these hospitals. The study found that there is very low agreement between patients’ expectation and their perceptions. Overall, the perceived service quality was significantly lower than the expected service quality across all of the dimensions used to measure the service quality gap (reliability, responsiveness, assurance, empathy, and tangibles). The results suggest regional variation, where patients who sought care at hospitals in Amman have a four-fold higher perception of the quality of services than patients who visited Irbid hospitals. Also, patients who are more highly educated (Diploma, Bachelor, or Higher Studies) have a higher perception than patients who have less than secondary education. Age and gender were found to have no significant association with patients’ perceptions. The findings of this study suggest that there is a gap between patients’ perceptions and expectations. Thus, there is a need to close this gap by improving patient satisfaction with the quality of services.

show abstract

Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria

Cited by 23 publications

References 32 publications

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

Contact Info

Product

Resources

About