Empirical Investigation of Service Quality in Ghanaian Hospitals
作者： Kwame Adom , Peter Mensah , Emmanuel Erastus Yamoah
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摘要: Service quality within the health sector in Ghana has been of great concern to many. For years, services hospitals come under intense scrutiny and this become more worrying recent times. This study was undertaken assess perceived service located Greater Accra Region Ghana. The research a cross-sectional survey which employed use modified SERVQUAL questionnaire that administered 400 outpatients region Data obtained from analyzed quantitatively using descriptive statistics, exploratory factor analysis multiple regressions. Findings revealed that, six dimensions used study, empathy, tangibility, reliability affordability were most significant predictors Ghanaian hospitals. Although responsiveness assurance are also considered determining quality, they less significance study. Furthermore, empathy emerged as best predictor quality. Key words: Perception,
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