Examine the Extrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals, Using Trust and Patient Satisfaction as Mediator

Abstract

For any private hospital to retain most of their patients they should be able to provide their patients with quality service quality that will convince their patients that the hospital is not just about only the shareholders benefit only. The main aim of this research paper is to examine the impact of extrinsic mechanism of service quality by choosing one of the constructs of the original HEALTHQUAL model (tangible) and add two additional constructs that are corporate social responsibility and collaborative network will have on patient retention in private hospitals in Ghana. The study will also assess the mediating role of trust and patient satisfaction between the extrinsic mechanism of service quality factors and patient retention. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals Kumasi in the Ashanti region of Ghana. The questionnaires used for the study were made up of 26 items that include 13 items on extrinsic mechanism, three items were service quality, two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. WarpPLS software was use to analysis the data. The study revealed that there is a positive relation between the three of the extrinsic mechanism and service quality. The study also shows that there is significant association between service quality and patient retention. The mediation role of Trust and patient satisfaction also showed positive and statistically significant between the factors of service quality and patient retention. This study recommends that if private hospitals involve themselves in corporate social responsibilities and collaborative network activities they will win more patients to their hospital and even retain them. This study also suggest that in order to retain most of your patients at your private hospital, the hospital should be equipped with modernizes medical equipment and also the environment of the hospital should be very attractive. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.