The mediating effect of employee commitment on service quality and client satisfaction among selected hospitals in Ghana

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In Ghana, despite the numerous challenges encountered by health professionals such as doctors and nurses in the performance of their duties, patients still expect quality health services. Poor conditions of service especially on the part of doctors have the tendency to limit their level of commitment at the hospitals hence affecting the quality of health care expected by patients. In light of this, this study seeks to unearth the mediating role of employee commitment on the relationship between service quality and customer satisfaction among Ghanaian hospitals. The study used a quantitative, correlational exploration approach as the study plan, where questionnaires were the main instrument for the collection of data. In all 700 participants using a convenience sampling technique were drawn from the population for the study. The sample comprised of 373 patients and 327 health professionals from 8 different hospitals. The analysis of the data collected using the SPSS software revealed the following findings; there was significant positive correlation between employee commitment and customer satisfaction. There was also significant positive correlation between service quality and customer satisfaction. Finally employee commitment partially mediated the relationship between service quality and customer satisfaction. The limitation and implication of the current study however is that the research was limited to patients and health professionals in the Brong-Ahafo, Ashanti and Greater Accra Regions of Ghana. The study provides an empirical analysis on patient satisfaction in Ghanaian hospitals thereby allowing policy makers to evaluate the level of public healthcare delivery service in the country and therefore assist in policy decision-making and implementation.
A thesis submitted to the School of Business, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirement for the award of Masters of Business Administration Degree in Strategic Management and Consulting, 2015