Client Satisfaction Survey of Healthcare Delivery in Rural Ghana Using Service Quality Measurement (SERVQUAL) Approach

Abstract

Client satisfaction surveys have been emphasised over recent years to help
identify barriers to quality service delivery. To identify what needs to be
improved the clients’ satisfaction with the service process as well as the outcomes need to be tapped and used as bases for improved quality in service
delivery. The objective of the study was to assess client satisfaction with delivery of health care at the district level in a rural setting in Ghana. The
study used questionnaire (modified SERVQUAL) that asked questions on
expectations and perceptions relating to dimensions of quality connected to
health care delivery - reliability, responsiveness, assurance, empathy and
tangibles. It found that the gaps between scores for perceptions and expectations were widest in the subcomponents of tangibles (the appearance of
physical facilities, equipment and personnel) compared to the other dimensions. The mean scores for perception for the district were 3.0 (out of a
maximum score of 5) for tangibles, 3.4 for responsiveness, 3.7 for reliability,
and 3.9 each for assurance and empathy, respectively. The use of the modified SERVQUAL instrument helped in identifying various components of
dimensions of quality that were perceived to be unsatisfactory by clients
could be specifically targeted initially for improvement, rather than trying
to improve all areas simultaneously. This is critical in a resource-poor environment as it helps in prioritisation and efficient use of resources.