Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Healthcare Organization Management

Includes bibliography (sheets 54-57)

Cameroon aims to achieve Universal Health-care Coverage by 2035 and is implementing various health policies such as Health Sector Strategy (HSS) 2016-2027, which seeks to improve on the health care quality. Accessibility of healthcare service in Cameroon as at 2016 was 2.19 health facilities per 10,000 indigenes (MOPH 2018). In 2018 WHO reported that 20% of the funding of the health sector in Cameroon is from foreign aid. The sector faces a number of challenges such as discrepancy in quality of services rendered, malpractices. This study aims at evaluating the quality of services rendered by private hospitals in Buea. Also, it evaluates patient satisfaction and loyalty to private hospitals within Buea, Cameroon. The study was done in four selected private hospitals. Questionnaires designed with 29 items using the Likert scale were administered to patients of the four selected private hospitals. The total number of patients who took part in the survey was 354. Frequency, descriptive analysis, Correlation and regression analyses were done using SPSS version 23. The results showed that patients regarded the services provided by private hospitals in Buea to be of quality and were satisfied and loyal. The findings also reported that SERVQUAL dimensions (tangibility, assurance, empathy and responsiveness) have positive effect on patient satisfaction. Meanwhile patient satisfaction and service quality dimensions (tangibility, empathy and reliability) have a direct positive effect on patient loyalty to private hospitals in Buea. Based on the findings it is very important for healthcare providers to provide healthcare services of very good quality in order to satisfy their patients and build patient loyalty, which will lead to a reduction in cost, increase in profits and revenue.