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

Includes bibliography (sheets 53-60)

ABSTRACT The goal of every health institution is to provide suitable required care to their consumers across the globe as much as possible and to the best of their ability and ensure that good health is maintained. In the health industry, various efforts have been made by all health institutions globally towards attaining the optimal quality of care possible. It is believed that the quality of services offered by health organizations significantly determines the level of satisfaction of its consumers. This research investigated the relationship between service quality dimensions on outpatients' satisfaction levels in LUTH (Lagos University Teaching Hospital) and the general hospitals in Lagos, in the Federal Republic of Nigeria during the COVID19 pandemic. This study used a cross-sectional survey and descriptive design and primary data was collected which was web-based, utilizing the 'Google forms' online survey tool and distributed via the social media application, 'WhatsApp'. Non-probability convenience sampling technique was applied. Sample size was 300 outpatients from both the Lagos University Teaching Hospital and general hospitals within Lagos State. The Statistical Package for the Social Sciences (SPSS) was used to conduct all of the analysis. This study utilized the SERVQUAL model instrument deployed in a study by Umoke et al. (2020) after being slightly modified and tailored to fit the needs of this research. The results reported that reliability was the highest to predict satisfaction. Overall, results showed that all the variables had a strong positive correlation indicating that a good relationship exists and that each of the dimensions significantly affects satisfaction. It equally indicated that all five variables (tangibility, reliability, responsiveness, assurance and empathy) predicts satisfaction accordingly. In addition, respondents from the age of 60 and reported the most dissatisfaction. The findings of this research accentuates the fact that all dimensions are relevant to patient satisfaction and the need to address the concerns of the public regarding the improvement of health care especially during the pandemic as it is essential for the nation's health and progress.