Abstract
M.A. (Business Management)
With the raise of competition in the Gabonese health industry and increased costs, most
health service providers in Gabon have become under pressure to deliver good service
quality. This also relates to the military hospital in Libreville in Gabon striving to provide
adequate health services to its patients. The cost for hospitals to attract patients through
several means such as providing good service quality has become crucial. Patient
loyalty and retention can have an important financial advantage for a hospital, thus it
has become essential for hospitals to create a sustaining relationship with their patients.
The question of assessing service quality presents itself. This study investigated service
quality at a military hospital in Libreville in Gabon. It was the objective of this study to
establish if there is a difference in how patients rate doctors and nurses on the service
quality dimensions.
This research was quantitative and descriptive in nature. Theory relating to service
quality and patient satisfaction was provided. The population for the study consisted of
patients who were at least 18 years old, males and females, who have experienced
medical services and stayed over at the military hospital for at least one night. A self administered
questionnaire was designed based on the theoretical literature illustrated
in the study. The questionnaire assessed various elements that were identified through
the literature review. The questionnaire was based on a set of statements linked to the
literature theory, and a 7-point Likert scale which enabled respondents to choose from
seven different alternatives ranging from strongly disagree to strongly agree. A number
of statistical analysis techniques were undertaken to achieve the objectives of the study,
such as factor analysis. The conclusion and findings of the research assisted in
explaining the objectives of the study and the results of the statistical analysis were
found to reject the hypotheses that there is no significant difference in how patients rate
the reliability, responsiveness, assurance and empathy of doctors and nurses and to
reject the hypothesis that patients do not have a positive perception of the tangible
aspects of a military hospital in Libreville, Gabon. In terms of the doctors’ services,
patients felt a need for more privacy in terms of the confidentiality of their treatment, a
need for more individual attention, a need to be heard, and to trust doctors. Therefore
such needs could be addressed through improved compassion, communication and
understanding of doctors during the diagnosis of the problem. The feeling expressed
was that doctors should pay more attention to patients’ problems and share with them
their experience. Doctors at the military hospital should develop more work ethic where
patients’ records and cases should never be discussed with anyone without patients’
permission. The military hospital should employ highly trained and qualified doctors to
address the trust issue with patients. Lastly, consultation time may need to be reviewed
to add some extra time to better address patients’ needs during their consultation with
doctors. In terms of the services delivered by nurses towards patients, the latter were of the opinion that there was a need for more individual attention from nurses. Such individual attention could include greater information sharing when a patient is treated, friendlier communication to install greater trust and respect. Such needs could be addressed through improved patience, compassion and understanding by nurses during their dealings with patients. Nurses should also develop more work ethic regarding patients’ records, and cases should never be discussed with anyone without their permission. Officials in the hospital should hire highly trained and qualified nurses to address the issue of trust in patients and consultation time may need to be reviewed to add some extra time to better address patients’ needs during their dealings with nurses.