Outpatient perception of service quality and its impact on satisfaction at Gauteng public hospitals

Abstract

Purpose – To examine the relationship between outpatient service quality expectation, perception and their effect on satisfaction at Gauteng public hospitals. Problem - Gauteng Public healthcare facilities are perceived to be offering deficient and poor quality service to their outpatient clients. Methodology – The SERVQUAL questionnaire tool is used, it encompasses the six dimensional structures of quality. 406 outpatients at public hospitals are the respondents. Limitations – Data collection environment could have led to the collection of inaccurate data. Data collection errors could exist due to the fact that the field workers had to translate questions for the candidates. These limitations limit the conclusions that can be drawn on the study. Findings/implications – The majority of outpatient expectations are not met. Patients are dissatisfied with the overall service quality provided by their outpatient departments. This has the effect of making patients reluctant to attend such facilities and could lead to treatment non compliance.