Scholarlink

Background <p>The quality of healthcare services is a critical factor influencing patient satisfaction, trust, and overall health outcomes. In many countries, both public and private healthcare sectors operate simultaneously, often differing in resources, efficiency, accessibility, and patient experience. The purpose of this study is to compare patient perceptions of service quality in public and private healthcare settings using a modified SERVQUAL model in the context of Ghana.</p> Methods <p>A quantitative cross-sectional survey was conducted with a sample of 383 respondents selected through random sampling from two public and two private hospitals. Non-parametric test was used to compare patient perceptions and experiences among the service dimensions, comparing differences in mean scores, significance levels, and direction of preference.</p> Findings <p>Private healthcare was perceived as superior in responsiveness, availability, and empathy (all <i>p</i> ≤ 0.001), while public facilities were viewed as more reliable (<i>p</i> = 0.003). Accessibility strongly favoured private services (<i>p</i> &lt; 0.001), suggesting better reach and convenience. Assurance showed a modest difference (<i>p</i> = 0.009), slightly in favour of public care, while no significant difference was observed in tangibles (<i>p</i> = 0.692), indicating similar quality in physical infrastructure and appearance. Affordability emerged as the most distinct factor, with public healthcare significantly more affordable (<i>p</i> &lt; 0.001).</p> Conclusion <p>This study offers a comprehensive comparison of perceived service quality in public versus private health care settings in Ghana. It highlights the strengths of public facilities in affordability and reliability, and the advantages of private facilities in responsiveness, empathy, and accessibility. The findings provide actionable insights for policymakers and health administrators to develop targeted interventions that bridge service quality gaps and improve patient satisfaction between both sectors.</p>

错误：搜索内容不能为空，请输入英文关键词
错误：关键词超出字数限制，请精简
高级检索

A patient-centred comparison of the public and private healthcare service quality: insights from the SERVQUAL model

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2025年11月27日

查看全文
  • Awinaba Amoah Adongo,
  • Robert Kuchengye Mokulogo,
  • Dominic Nabil Bodpii,
  • James Akazili,
  • Denis Dekugmen Yar

摘要

Background

The quality of healthcare services is a critical factor influencing patient satisfaction, trust, and overall health outcomes. In many countries, both public and private healthcare sectors operate simultaneously, often differing in resources, efficiency, accessibility, and patient experience. The purpose of this study is to compare patient perceptions of service quality in public and private healthcare settings using a modified SERVQUAL model in the context of Ghana.

Methods

A quantitative cross-sectional survey was conducted with a sample of 383 respondents selected through random sampling from two public and two private hospitals. Non-parametric test was used to compare patient perceptions and experiences among the service dimensions, comparing differences in mean scores, significance levels, and direction of preference.

Findings

Private healthcare was perceived as superior in responsiveness, availability, and empathy (all p ≤ 0.001), while public facilities were viewed as more reliable (p = 0.003). Accessibility strongly favoured private services (p < 0.001), suggesting better reach and convenience. Assurance showed a modest difference (p = 0.009), slightly in favour of public care, while no significant difference was observed in tangibles (p = 0.692), indicating similar quality in physical infrastructure and appearance. Affordability emerged as the most distinct factor, with public healthcare significantly more affordable (p < 0.001).

Conclusion

This study offers a comprehensive comparison of perceived service quality in public versus private health care settings in Ghana. It highlights the strengths of public facilities in affordability and reliability, and the advantages of private facilities in responsiveness, empathy, and accessibility. The findings provide actionable insights for policymakers and health administrators to develop targeted interventions that bridge service quality gaps and improve patient satisfaction between both sectors.