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

Includes bibliography (sheets 46-49)

ABSTRACT
The aim of the study was to examine the influence of service quality on patient
satisfaction in Nigerian private hospitals; a mediating role of perceived value: a case
study of private hospital in Imo State, Nigeria. The study examines four different
hypotheses. The present study investigated the effect of service quality on patient
satisfaction. Also, it examines the effect of service quality on perceived value, likewise
the effect of perceived value on patient satisfaction and lastly the mediation of
perceived value on the relationship between service quality and patient satisfaction.
However, the main approach adopted is a quantitative research method consisting of
both survey, descriptive research design, correlation and regression analysis in other
to attain the research objective using a questionnaire as the instrument and the
questionnaire was distributed electronically to 400 patients both male and female who
visited private hospitals in Imo State during the period of this study and only 201
questionnaires were returned which forms 50.25% of the aggregate. Consequently, the
result of this research work demonstrates huge positive influence of service quality on
patient satisfaction, also positive influence of service quality on perceived value, and
perceived value on patient satisfaction except in the case of perceived value as a
mediator between the relationship of service quality and patient satisfaction which was
not supported.
Keywords: Imo State; Patient Satisfaction; Perceived Value; Private Hospitals;
Service Quality.