Abstract

OBJECTIVE: The impact of service quality on in-patients’ satisfaction is important for global livelihood. The purpose of this study was to examine the impact of service quality on in-patients’ satisfaction.

METHODS: Data was collected using semi-structured interviews from a Faith based hospital services. Multiple regression analysis was used to examine the impact of service quality on in-patients’ satisfaction.

RESULTS: This study revealed service dissatisfaction was mainly influenced by tangibles (hospital infrastructure, cleanliness, and staff appearance) depicting the highest impact on patient satisfaction, followed by responsiveness (waiting time, billing, and discharge efficiency) with a weaker correlation, and empathy (doctor-patient communication and emotional support), having the lowest but still significant effect. The regression model confirmed three dimensions accounted for 53.8% of the variation in patient satisfaction.

CONCLUSION: Critical areas for improvement, include modernizing hospital infrastructure, streamlining administrative processes, and enhancing patient-centred care. Automating hospital records, reducing waiting times, and integrating communication training for healthcare providers. The research aligns with the current studies in low- and middle-income countries, where structural improvements and service efficiency have a greater impact on patient satisfaction than interpersonal aspects alone. The study provides policy insights for hospital administrators, policymakers, and healthcare providers, emphasizing the need for a holistic approach to healthcare service delivery globally.

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