ENHANCING HEALTHCARE SERVICE QUALITY AND PATIENT SATISFACTION IN DELTA STATE NIGERIA A SERVQUAL BASED EMPIRICAL ANALYSIS

Abstract

This study investigates the relationship between healthcare service quality and patient satisfaction in Delta State, Nigeria, with a view to identifying key service dimensions that influence patient experiences and proposing actionable improvement strategies. Anchored on the SERVQUAL model and Donabedian’s quality of care framework, the study adopts a descriptive cross-sectional survey design. Data were collected by administering structured questionnaires to 250 patients selected from public healthcare facilities through convenience sampling technique. The questionnaire was validated through expert review to ensure content validity, while reliability was confirmed using Cronbach’s alpha coefficient of 0.75, indicating acceptable internal consistency. Descriptive statistics, Pearson correlation, and multiple regression analysis were employed. The findings revealed a strong and statistically significant relationship between SERVQUAL dimensions and patient satisfaction in public healthcare facilities. Empathy emerged as the strongest predictor, showing that individualized attention and care greatly influence patient satisfaction. Reliability and assurance also significantly enhanced patients’ confidence and trust in healthcare services. However, responsiveness was weakened by long waiting times, while tangibility was affected by infrastructural inadequacies and insufficient facilities. The study concluded that improving interpersonal care, dependable service delivery, staff professionalism, operational efficiency, and healthcare infrastructure is essential for enhancing patient satisfaction. Recommendations include continuous staff training, infrastructural investment, reduced waiting time, and effective patient feedback systems