The service quality and satisfaction in the private health care sector in South Africa

Abstract

The objectives of this paper are, first, to explore factors influencing customers' satisfaction with private healthcare services, and second, to investigate the relationship between patient attributes and the factors influencing customer satisfaction. The SERVQUAL model was employed to assess the quality of healthcare services from the patients’ perspective, offering valuable insights for private healthcare providers in Limpopo, South Africa. The study surveyed 242 patients from the Thulamela District Municipality using a self-administered questionnaire. A quantitative research approach and stratified random sampling were used to collect the data. The results indicate that factors influencing customer satisfaction in private medical services include the physical environment of the practice, the competence of reception staff, and the professionalism of medical doctors. Additionally, the study found a significant relationship between patient attributes and these key factors. The study underscores the importance of aligning healthcare service delivery with patient needs and expectations to enhance competitiveness and ensure long-term sustainability. To enhance customer satisfaction, the medical doctors are encouraged to focus on tangible aspects of their facilities and human resources, operational and structural enhancements, accessibility and pricing.

Keywords: {'name': 'Service Quality; Customer Satisfaction; Private Medical Services; Patient loyalty.'}

Authors & affiliations

Khathutshelo Ramalata
University of Limpopo

Joseph Musandiwa
University of Limpopo

Aklilu Asha
University of Limpopo

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