Influences of Service Quality on Patients’ Satisfaction in Selected Private Hospitals, Mwanza City, Tanzania

Abstract

The study sought to evaluate the impact of service quality factors on patients' satisfaction with private hospitals. 254 patients from private hospitals in Mwanza City who were chosen using a stratified selection approach were the subjects of the data collection. For this study, a questionnaire was employed to collect data about the subject at hand. To ascertain the impact of each service quality factor on patients' happiness, quantitative data were evaluated using descriptive statistics and inferential statistics, including correlation and regression analysis. The findings of the regression analysis showed that factors related to service quality, such as dependability, assurance, tangibility, empathy, and responsiveness, positively and significantly affect customer satisfaction. The results also showed that patients have higher expectations for private hospital services in terms of service quality dimensions than they do for the services they receive from the hospitals. To attain customer satisfaction, the study strongly advises that private hospital service delivery be improved in terms of patients' perceptions of the five service quality dimensions, namely dependability, assurance, tangibility, empathy, and responsiveness.