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


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.


patronage; service quality; facilities provision; hospital and satisfaction

Full Text:



Agyapong, G. K. (2011). The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management, 6(5). doi: 10.5539/ijbm.v6n5p203

Aiken, L. H., Sermeus, W., Van den Heede, K., Sloane, D. M., Busse, R., McKee, M., … Kutney-Lee, A. (2012). Patient safety, satisfaction, and quality of hospital care: cross sectional surveys of nurses and patients in 12 countries in Europe and the United States. BMJ, 344(mar20 2), e1717–e1717. doi: 10.1136/bmj.e1717

Ale, M., Abisuwa, T., & Ologunagba, F. (2011). Rural Infrastructural Developmen, Food Security and City Congestion in Nigeria. Journal of Research in National Development, 9, 124-130.

Alrubaiee, L., & Alkaa'ida, F. (2011). The mediating effect of patient satisfaction in the patients' perceptions of healthcare quality-patient trust relationship. International Journal of Marketing Studies, 3(1), 103–127. doi: 10.5539/ijms.v3n1p103

American Psychiatric Association. (2013). Diagnostic and statistical manual of mental disorders (DSM-5®). Retrieved from

Anhang Price, R., Elliott, M. N., Zaslavsky, A. M., Hays, R. D., Lehrman, W. G., Rybowski, L., … Cleary, P. D. (2014). Examining the Role of Patient Experience Surveys in Measuring Health Care Quality. Medical Care Research and Review, 71(5), 522–554. doi: 10.1177/1077558714541480

Barr, J., Fraser, G. L., Puntillo, K., Ely, E. W., Gélinas, C., Dasta, J. F., … Jaeschke, R. (2013). Clinical Practice Guidelines for the Management of Pain, Agitation, and Delirium in Adult Patients in the Intensive Care Unit. Critical Care Medicine, 41(1), 263–306. doi: 10.1097/ccm.0b013e3182783b72

Basadur, M., & Gelade, G. A. (2006). The Role of Knowledge Management in the Innovation Process. Creativity and Innovation Management, 15(1), 45–62. doi: 10.1111/j.1467-8691.2006.00368.x

Basch, E. (2014). New Frontiers in Patient-Reported Outcomes: Adverse Event Reporting, Comparative Effectiveness, and Quality Assessment. Annual Review of Medicine, 65(1), 307–317. doi: 10.1146/annurev-med-010713-141500

Berry, L. L. (2004). Marketing services: Competing through quality. N. d.: Free Press.

Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organisational citizenship behavior and service quality. Journal of Services Marketing, 17(4), 357–378. doi: 10.1108/08876040310482775

Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217. doi: 10.1108/09596110110395893

Bowling, A. (2014). Research methods in health: investigating health and health services (4th ed.). Maidenhead: Open University Press.

Bronzino, J. D. (2014). Management of medical technology: a primer for clinical engineers. Saint Louis: Elsevier Science,

Calderon, C. (2009). Infrastructure And Growth In Africa. Policy Research Working Papers. doi: 10.1596/1813-9450-4914

Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8), 811–828. doi: 10.1108/03090560210430818

Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624–636. doi: 10.1016/j.tourman.2007.06.007

Cooper, R. G. (2008). Perspective: The Stage‐Gate® idea‐to‐launch process – Update, What's new, and NexGen systems. Journal of Product Innovation Management, 25(3), 213-232. doi: 10.1111/j.1540-5885.2008.00296.x

D’Mello, M., & Eriksen, T. H. (2010). Software, sports day and sheera. Information and Organization, 20(2), 81–110. doi: 10.1016/j.infoandorg.2010.03.001

Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173. doi: 10.1016/s0022-4359(00)00029-4

Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality. Journal of Service Research, 10(2), 123–142. doi: 10.1177/1094670507309594

Donabedian, A. (2003). An introduction to quality assurance in health care. New York: Oxford University Press.

Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Patient‐perceived dimensions of total quality service in healthcare. Benchmarking: An International Journal, 15(5), 560–583. doi: 10.1108/14635770810903150

Egbetokun, O. A. (2009). Provision of rural infrastructures in Oyo State of Nigeria. Journal of Agricultural Sustainable Practice, 1-2, 69–70.

Fan, J.-G., Saibara, T., Chitturi, S., Kim, B. I., Sung, J. J. Y., & Chutaputti, A. (2007). What are the risk factors and settings for non-alcoholic fatty liver disease in Asia?Pacific? Journal of Gastroenterology and Hepatology, 22(6), 794–800. doi: 10.1111/j.1440-1746.2007.04952.x

Gay, G. (2010). Culturally responsive teaching: theory, research, and practice. New York: Teachers College Press.

Glaser, B. G., & Strauss, A. L. (2017). Discovery of grounded theory: Strategies for qualitative research. London : Taylor and Francis.

Goleman, D. (2013). Primal leadership: Unleashing the power of emotional intelligence. LaVergne: Harvard Business Press.

Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e-shopping. Journal of services marketing, 24(2), 142–156. doi: 10.1108/08876041011031118

Gremler, D. D., & Gwinner, K. P. (2000). Customer-Employee Rapport in Service Relationships. Journal of Service Research, 3(1), 82–104. doi: 10.1177/109467050031006

Grönroos, C. (2008). Service management and marketing: customer management in service competition. Enskede: TPB.

Hagedorn, L. S. (2000). Conceptualising Faculty Job Satisfaction: Components, Theories, and Outcomes. New Directions for Institutional Research, 2000(105), 5–20. doi: 10.1002/ir.10501

Hair, J. F. (2016). Essentials of business research methods. New York: Routledge.

Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20–29. doi: 10.1016/j.tourman.2014.06.003

Hu, H.-H. (Sunny), Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111–125. doi: 10.1080/02642060802292932

Huber, M., Knottnerus, J. A., Green, L., Horst, H. v. d., Jadad, A. R., Kromhout, D., … Smid, H. (2011). How should we define health? BMJ, 343(jul26 2), d4163–d4163. doi: 10.1136/bmj.d4163

Hui, E. C. M., & Zheng, X. (2010). Measuring customer satisfaction of FM service in housing sector. Facilities, 28(5/6), 306–320. doi: 10.1108/02632771011031538

Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM


  • There are currently no refbacks.

Copyright (c) 2021 Abubakar Mammadi, Hussaini Alhassan Funtua, Usman Alhaji Muktar, Bala Jibrin

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.