ArticleSAGE open medicine2020
Patients' satisfaction with quality of care in general hospitals in Ebonyi State, Nigeria, using SERVQUAL theory.
Article in SAGE open medicine, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 23 papers.
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Who cites it
23 citing papers in PubMed.
- Determinants of Patient Satisfaction in a Public University Hospital in Ghana: A Structural Equation Modelling Approach.Health services insights · 2026Article
- An evaluation of DeepSeek and healthcare professionals' Q&A capabilities in improving patient-family satisfaction in the ICU.Frontiers in medicine · 2026Article
- Pharmaceutical Care Through Women's Eyes: Insights from a Cross-Sectional Study in Jordan.Patient preference and adherence · 2026Article
- Assessing inhabitants' satisfaction and service needs: a cross-sectional survey of primary care service in Jiangsu Province, China.Primary health care research & development · 2025Article
- Factors Influencing Patient Satisfaction with Healthcare Services in Poland.Medical science monitor : international medical journal of experimental and clinical research · 2025Review
- Service quality in hospital inpatient care: SERVQUAL model approach.Health SA = SA Gesondheid · 2025Article
- "They did not judge me": A Qualitative Study on Patient Satisfaction in Public Primary HIV Care Facilities in Metro Manila, Philippines.Acta medica Philippina · 2025Article
- Article
- The influence of healthcare service quality on patients' satisfaction in urban areas: The case of Pakistan.Heliyon · 2024Article
- Navigating the Digital Landscape: Embracing Innovation, Addressing Challenges, and Prioritizing Patient-Centric Care.Cureus · 2024Review
- Exploring Inpatients' Perspective: A Cross-Sectional Survey on Satisfaction and Experiences in Greek Hospitals.Healthcare (Basel, Switzerland) · 2024Article
- Evaluating consumer self-medication practices, pharmaceutical care services, and pharmacy selection: a quantitative study.BMC health services research · 2024Article
- Treatment expectation among patients with diabetes and hypertension in a tertiary hospital, Ekiti State, Southwest Nigeria: a cross-sectional study.The Pan African medical journal · 2023Article
- Article
- Use of Patient-Reported Data within the Acute Healthcare Context: A Scoping Review.International journal of environmental research and public health · 2022Article
- Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital.Healthcare (Basel, Switzerland) · 2022Article
- Patient satisfaction with quality of care in public hospitals in Albania.Frontiers in public health · 2022Article
- Patients Satisfaction with Pharmaceutical Care and Associated Factors in the Southwestern Ethiopia.Patient preference and adherence · 2021Article
- The Association Between Pregnancy-Related Factors and Health Status Before and After Childbirth With Satisfaction With Skilled Delivery in Multiple Dimensions Among Postpartum Mothers in the Akatsi South District, Ghana.Frontiers in public health · 2021Article
- Patient Satisfaction Survey on Perioperative Anesthesia Service in University of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia, 2021.Anesthesiology research and practice · 2021Article
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Authors and funding
7 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundPatient satisfaction is an essential parameter in the assessment of quality of care and healthcare facility performance.
objectiveTo investigate patients' satisfaction with quality of care in general hospitals in Ebonyi State, South East, Nigeria, using the SERVQUAL.
methodsA cross-sectional descriptive study design was employed on a sample of 400 patients using a 27-item structured open-ended patients' satisfaction questionnaire with a multi-stage cluster sampling technique. Patients included in the study were those who must have come for an outpatient clinic within the period, be 18 years and above, and those who gave consent to participate. Of 400 questionnaires administered, 396 (99%) were retrieved. SPSS version 20 was used for data analysis. Descriptive statistics, such as frequencies, percentages, mean score (
resultsOut of 396 patients, 156 (39.4%) were male and 240 (60.6%) were females. Most patients were 18-39 years (233 (58.8%)), had secondary education (139 (35.1%)), married (221 (55.8%)), earned <18,000 (170(42.9%)), and were traders (136 (34.3%)). Patients were satisfied with tangibility (2.57 ± 0.99) and reliability (2.84 ± 0.95) and very satisfied with responsiveness (3.06 ± 0.63), assurance (3.07 ± 0.63), and empathy (3.12 ± 0.57).
conclusionsPatients were satisfied with the quality of care. However, satisfaction was highest with empathy and lowest with tangibility. Thus, managers should focus their quality improvement efforts on areas of the neat appearance of health workers, waiting facilities for attendants and patients, and hygienic conditions at the hospital. Also, biannual assessment of patients' satisfaction should be done and the results generated use judiciously to provide a platform for health sector reform.
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