The Effect of Healthcare Service Quality Dimensions on Patient Satisfaction Among Primary Care Settings in Nigeria

Abstract

This cross-sectional study examines the effects of service quality dimensions on patient satisfaction in primary care settings. A structured questionnaire based on five service quality dimensions of assurance, responsiveness, empathy, reliability, and tangibility was administered to 300 patients who had recently utilized care services in five selected primary healthcare facilities in Adamawa State, Nigeria. Structural equation model was used to assess the causal relationships between service quality dimensions and patient satisfaction. The measurement model specified the relationships between the latent constructs and their respective indicators. Several model fit indices were employed to evaluate the goodness-of-fit of the structural equation model. Common indices such as chi-square (χ²), comparative fit index (CFI), the Tucker-Lewis index (TLI), root-mean-square error of approximation (RMSEA), and standardized root-mean-square residual (SRMR) were used to assess how well the model fits the observed data. The results showed that each variable involved in the latent construct obtained from observed latent indicators had no significant effect on patient satisfaction. The estimates of patients’ perception of service quality delivery against patients’ satisfaction were not significant at the 5% level, indicating that the service deliveries at primary care in Adamawa State did not meet customer satisfaction. This suggests that there are no causal effects between patients’ perception of quality service delivery and their service satisfaction. Thus, patients perceived that the quality of services provided to them did not improve their satisfaction. The study concludes that there is no significant effect of service quality dimensions on patient satisfaction in Adamawa State Primary Care. The study suggests that policymakers and hospital administrators should take measures to improve the quality of services provided to meet patients’ expectations and improve their satisfaction.