Assessing Intrinsic Mechanism of Service Quality and it Effect on Patient Retention in Ghanaian Private Hospitals. Using Trust and Patient Satisfaction as Mediators

Authors

  • Jonathan Banahene  Jiangsu University, School of Management, Department of Health Policy and Management 301 Xuefu Road, Zhenjiang, 212013, P.R. China
  • Baozhen Dai  Jiangsu University, School of Management, Department of Health Policy and Management 301 Xuefu Road, Zhenjiang, 212013, P.R. China
  • Maxwell Opuni Antwi  Jiangsu University, School of Management, Department of Public Health Policy and Medical Insurance
  • Jonathan Kissi  University of Cape Coast, School of Health and Allied Sciences, Department of Health Information Management, Cape Coast - Ghana

DOI:

https://doi.org/10.32628/IJSRST207564

Keywords:

Empathy, Safety, Improvement of care, Efficient, Trust, Patient satisfaction and retention

Abstract

The achievement of patient retention by a private healthcare facility can be established by the provision of quality service delivery. The main objective of this paper is to assess the intrinsic mechanism of service quality factors and it effect on patient retention in Ghanaian private hospitals. And also assess the mediating role of trust and patient satisfaction between intrinsic mechanism of service quality factors and patient retention. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals in the Ashanti region of Ghana. The questionnaires used for the study were made up of forty items that include twenty-seven items on intrinsic mechanism of service quality; two items on trust, three items of service quality and four items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, four items on Patient retention. The validity and reliability of the data was confirmed. WarpPLS software was use to analysis the data. It was revealed that there is a strong relationship between the factors of service quality (Empathy, Safety, Improvement of care and Efficient) and service quality, the study also revealed that there is a positive relation between the factors of server quality and patient retention. The mediating role of trust and patient satisfaction showed significant relation between factors of service quality and patient retention. This paper suggested that if private hospitals administrators will pays much responsiveness to the above factors of service quality, they will retain most of their patients who come their institution for treatment. This study further emphasis that trust and patient satisfaction should be the standard of every private hospitals to retain their patients.

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International Journal of Scientific Research in Science and Technology

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Published

2021-03-30

Issue

Volume 8, Issue 2, March-April-2021

Section

Research Articles

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How to Cite

[1]
Jonathan Banahene, Baozhen Dai, Maxwell Opuni Antwi, Jonathan Kissi "Assessing Intrinsic Mechanism of Service Quality and it Effect on Patient Retention in Ghanaian Private Hospitals. Using Trust and Patient Satisfaction as Mediators" International Journal of Scientific Research in Science and Technology(IJSRST), Online ISSN : 2395-602X, Print ISSN : 2395-6011,Volume 8, Issue 2, pp.28-41, March-April-2021. Available at doi : https://doi.org/10.32628/IJSRST207564