Service Quality Domains Impelling Patient’s Return Intentions in Nisa Premier Hospital Abuja

Abstract

Nisa Premier Hospital (Nisa) is a private for-profit hospital established in 1996 in the Federal Capital Territory of Abuja Nigeria. The main purpose of this work
is to provide an efficient tool for determining the domains of SERVQUAL that influences patients return intentions in a typical privately owned hospital in Nigeria that is striving towards world class standard. The study adopted a
cross-sectional and case study sample based survey design using a modified SERVQUAL structured questionnaire. A total of 205 questionnaires were analysed in this study, thereby yielding a valid response rate of about 46%. Results of the percentage distribution of items within each domain that influenced patients return intention were rated in the following order; Tangibles (83%), Assurance (77%), Empathy (72), Responsiveness (74%) and Reliability (66%). Binary logistics regression analysis following six-sigma quality improvement methodology
enhanced the modelling approach and indicated two items within the five domains of SERVQUAL, i.e. reliability and empathy with p-values <.05 as responsible for the return intentions. The means by which patients finance
their healthcare did not influence this. However, findings from the study indicated that the employees sympathetic, reassuring and putting patients’ best interests at heart were the key factors influencing patient return intention at Nisa. Suggested improvement strategy entails improving areas of shortfalls, fostering the domain items noted as point of strength, developing new items within the SERVQUAL domains and revalidate findings periodically. It is
anticipated that findings from this study can be adapted to other similar business concern in the healthcare industry.