Healthcare Service Delivery in Ghana: An Empirical Study

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Healthcare organizations have recently made considerable leaps in their level of customer responsiveness and market orientation. Quality healthcare, value for money and satisfaction sought by customers are critical facets of healthcare organizations’ survival in the marketplace. The aim of this research is to operationalize a customer-derived conceptual framework of service quality, perceived value and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Data were gathered through surveys administered to 113 healthcare patients in Ghana. Partial Least Square – Structural Equation Modeling analysis was used to empirically test the research model. Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. This study contributes to the literature by (1) examining the effects of healthcare service quality on patient satisfaction, perceived value, and on patients’ behavioral intention, and (2) testing our proposed framework in Ghana, a fast growing and economically liberalized emerging country in sub-Saharan Africa.


Academy of International Business Southeast Annual Conference (AIBSE)


Savannah, GA