- Title
- The quality of tertiary healthcare in the Port Elizabeth - Eastern Cape province hospital complex
- Creator
- Aroyewun, Nurudeen
- Subject
- SERVQUAL (Service quality framework)
- Date Issued
- 2020
- Date
- 2020
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/47515
- Identifier
- vital:40115
- Description
- The goal of this study was to carry out a comprehensive assessment of the quality of healthcare in the Port Elizabeth Hospital Complex in the province of the Eastern Cape in South Africa. The assessment was made on the basis of the perceptions of patients of the features of the hospital and the services which it provides to patients. A quantitative research design was adopted to conduct the study. The data was derived from a questionnaire which the research assistants administered to patients in a number of surgical clinics in the hospital. Across-sectional sample of 350 patients, who were making their first follow-up visits after having previously been admitted to the hospital to undergo surgical procedures, was obtained by making use of convenience sampling. The researcher made use of the modified SERVQUAL scale for hospital services in order to measure the extent to which the participants agreed with statements pertaining to five specific dimensions of the quality of service, namely, tangibles, reliability, responsiveness, assurance, and empathy. The overall gap score was negative (-0.52), which indicates that the respondents perceived that the quality of healthcare which the hospital provided was unsatisfactory. Although the gap scores for each of five of the dimensions of quality were negative, the two dimensions whose gap scores reflected the highest levels of dissatisfaction were reliability (-0.66) and responsiveness (-0.63). The findings of this study could assist the Department of Health of the Eastern Cape Provincial Government to appreciate the perceptions of the public of the quality of healthcare which the Port Elizabeth Hospital Complex provides to patients. The recommendations which are made on the basis of the findings of this study could assist policymakers and members of the senior management of the hospital complex to formulate policies which result in substantial improvements in the quality of healthcare in the hospital complex. Further research is still needed to identify the factors which adversely affect the performance of the staff of the hospital and limit their ability to provide satisfactory healthcare consistently to patients.
- Format
- xii, 113 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Science
- Language
- English
- Rights
- Nelson Mandela University
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Aroyewun, NB 212461133 Treatise April 2020.pdf | 1 MB | Adobe Acrobat PDF | View Details Download |