IMPACT OF HEALTH CARE SERVICE QUALITY ON THE SATISFACTION LEVELS OF USERS OF THE GOHEALTH SCHEME IN GOMBE STATE, NIGERIA
Abstract
In this empirical study, the researchers investigated what degree of quality (tangibility, assurance, responsiveness and empathy) within the healthcare services available through the GoHealth Scheme in Gombe State, Nigeria impacts the people's level of satisfaction with these services. A sample of 383 formal contributors to the GoHealth Scheme were surveyed at one point in time (cross sectional survey), and included each contributor’s information about their 3 or more dependants. Data was analysed using SPSS with statistical methods that included employing descriptive statistics, Pearson correlation coefficients, and multiple regression analysis. The results indicated that the three criteria that were statistically significant predictors of satisfaction of beneficiaries was assurance (β = 190; p < 0001), responsiveness (β = 301; p < 0001), and empathy (β = 327; p < 0001). The one criterion that was not a statistically significant predictor of satisfaction was tangibility (β = 031; p = 495). The researcher found that empathy was the greatest predictor of satisfaction (beta weight = .327), followed by responsiveness (beta weight = .301) and assurance (beta weight = .190). Collectively, these variables accounted for a large proportion of explained variance in satisfaction (R² = 482; F = 87.94; df = 4,378; p < 0001). Findings indicate that beneficiaries place more value on staff competence, promptness in responding to the beneficiaries and provision of personalized care over the provision of physical facilities. To enhance satisfaction of beneficiaries with the GoHealth Scheme, the scheme should emphasize training in interpersonal skills, increase responsiveness, routinely evaluate the quality of services provided and enhance communication. The implementation of these recommendations should create the foundation for improving the retention of beneficiaries as well as the overall quality of healthcare services provided through the GoHealth Scheme.
