Impact of Service Quality On Customers Satisfaction In Plateau Specialist Hospital Jos

ABSTRACT

This study examines the effect of service quality on customer satisfaction. Numerous existing literature on the topic were review as well as the definition of some key terms in the research work. Also, already established theories and concepts have been review which comprise of the expectancy theory, exchange theory, servqual theory, word of mouth theory among others. A thorough empirical review of service quality and customer satisfaction was carried out. The method which the research is carried out is stated in chapter three. Some staff of plateau state specialist hospital and the general public were chosen as the target population. The sample size is two hundred and fifty (250) and convenience sampling is selected as the sampling techniques. Both primary and secondary data were used to acquired information. Data/information acquired were presented and analyzed using Pearson correlation model. Based on the analysis, it shows that service quality has a positive direct effect on customer satisfaction because the value off the correlation coefficient is 1thereby given us the hournor to accept Hi and reject Ho. which necessitated the researcher to recommend that government
through the ministry of health (federal, state and local government) should upgrade and provide modern equipment and machines that will meet today’s realities in other to attract and encourage its citizens to patronize its clinics and hospital thereby boosting customer’s confidence and subsequently enhance customer satisfaction.