Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach

EMMANUEL BOSOMPEM BOADI, Wang Wenxin, Geoffrey Bentum-Micah, Isaac Kwabena Jerry Asare, Laura Sefah Bosompem

Abstract


This study investigated the impact of service quality dimensions on customer satisfaction in Ghana private hospitals. This study was conducted using the data from 562 consumers who received services from four (4) different private hospitals in Ghana. Assurance, empathy, reliability, responsiveness and tangibility (Service Quality dimensions) and customer satisfaction were the variables considered for this study. Findings of this study revealed that all five dimensions of SERVQUAL scale but assurance has a positive, direct and significant impact on customer satisfaction. Furthermore, the data was analyzed and the model validated using variance based structural equation modelling (PLS-SEM).


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