Abstract
Purpose – With the exigencies of health-care service quality to actualize sustainable socio-economic and
developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence
on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization.
Design/methodology/approach – A total of 398 screened questionnaires were analyzed from selected
hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant
association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of themodel. Findings – The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction.
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