Service Quality Dimensions in Secondary Healthcare Facilities: A Case Study of Major Ibrahim Bello Abdullahi Memorial Hospital, Zaria, Kaduna State, Nigeria

Abstract

This study assessed service quality dimensions in Major Ibrahim Bello Abdullahi (MIBA) Memorial Hospital Zaria, Kaduna State, Nigeria to determine the most important dimensions of service quality perceived by patients of the hospital. It involves a cross-sectional survey that used a structured questionnaire administered to three hundred and thirty-one (331) adult out-patients of the hospital in the month of March, 2020. Descriptive statistics and principal component analysis were used. Findings indicate that five dimensions of service quality were significant out of the eight measured and the most important dimensions of service quality perceived by the patients were: trustworthiness, infrastructures, safety measures, personnel quality and clinical care processes. It was concluded that service quality dimension is crucial in determining patients’ satisfaction; therefore, Hospital management and government should place more emphasis on the important dimensions of service quality; policies and programs should be geared towards improving patient’s satisfaction.