Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department

Includes bibliography (sheets 40-46)

ABSTRACT
Health care facilities in Ganta City, Nimba County, are divided between a public
hospital and a private hospital, as well as a number of outpatient care centers and
specialized clinics. All of the data in this thesis comes from Ganta United Methodist
Hospital. The major goal in conducting this study is to utilize the SERVQUAL models
to identify the factors affecting patient satisfaction at Ganta United Methodist Hospital
and to provide strategies for enhancing those factors. Dependability, certainty,
tangibles, empathy, and receptivity are the five pillars of this strategy for providing
excellent service. In order to gauge customer satisfaction with services, Parasuraman
devised a technique that has now found extensive use. If the customer is still
dissatisfied after the consultation, it is safe to assume that the service was subpar
overall. This quantitative study gathers 381 responses from patients at the Ganta
United Methodist Hospital by using a questionnaire distributed at random. Through
the use of SPSS, the researcher was able to measure the degree to which our patients
were satisfied with the care they received. Tangibility, responsiveness, assurance, and
empathy were all shown to have a favorable correlation with patient satisfaction.
Patient satisfaction was shown to increase with tangibility, dependability, assurance,
and empathy, and decrease with responsiveness. Management can't implement the
most effective strategy without first learning which elements of service quality affect
patients' satisfaction.
Keywords: Ganta United Methodist Hospital; Healthcare quality; Patient satisfaction;
Service quality Dimensions.