Impact of Facilities and Service Quality on Patient Relatives Satisfaction and Patronage in University of Maiduguri Teaching Hospital, Borno State, Nigeria

Abubakar Mammadi, Hussaini Alhassan Funtua, Usman Alhaji Muktar, Bala Jibrin

Abstract

The study aimed at evaluating the impact of facilities and service quality in the University of Maiduguri Teaching Hospital. The study assesses the level of service quality and facilities provided to the patient's relative satisfaction and patronage. The study adopted a quantitative approach, and data were collected through a questionnaire survey from 225 patients relative to the UMTH proportionately selected from the target population in the Borno metropolis. The data collected were subjected to descriptive and inferential statistics with mean ranking, frequency distribution and Partial Least Square – Structural Equation Model (PLS-SEM) to achieve the research aim. The study indicated that service quality has the most potent effect on patronage, followed by satisfaction with a significant effect and facilities provided with a small size effect. The study also indicated hypothesised path relationship between service quality and patronage is statistically significant. The study reported that hypothesised path relationship between satisfaction and patronage is statistically significant. The study demonstrated that hypothesised path relationship between facilities provision and patronage is not statistically significant. It can be depicted that service quality and satisfaction are both moderately strong predictors of patronage, but facilities provision does not predict patronage directly. The study finally recommended that management intervenes through the provision of maintenance culture, enhancing the quality of services and facilities for satisfaction and patronage.

10.22178/pos.68-2


Keywords


patronage; service quality; facilities provision; hospital and satisfaction

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