Patients' Satisfaction on the Service Quality of Upazila Health Complex in Bangladesh

Maruf Hasan Rumi; Niaz Makhdum; Md Harunur Rashid; Abdul Muyeed

doi:10.1177/23743735211034054

Patients' Satisfaction on the Service Quality of Upazila Health Complex in Bangladesh

J Patient Exp. 2021 Aug 11:8:23743735211034054. doi: 10.1177/23743735211034054. eCollection 2021.

Authors

Maruf Hasan Rumi¹, Niaz Makhdum¹, Md Harunur Rashid², Abdul Muyeed³

Affiliations

¹ Department of Public Administration, University of Dhaka, Dhaka, Bangladesh.
² Department of Public Administration and Governance Studies, Jatiya Kabi Kazi Nazrul Islam University, Trishal, Mymensingh, Bangladesh.
³ Department of Statistics, Jatiya Kabi Kazi Nazrul Islam University, Trishal, Mymensingh, Bangladesh.

Abstract

This article attempts to measure the state of satisfaction of patients over the quality of health care as well as identify the crucial factors that affect the patients' satisfaction in Upazila Health Complex (UHC). The quantitative approach was used following a structured questionnaire survey method. Four hundred visitors of 2 UHCs in Meherpur district were randomly selected as respondents for the study. The Statistical Package for Social Science IBM version 24 and R software (version 4.0.2) were used to run descriptive statistics, χ² test, confirmatory factor analysis, and principal component analysis for quantitative data analysis. The data reveal that the overall satisfaction score is (2.75 ± 0.943). A 3-dimension model of service quality is found to have a significant relationship with patients' satisfaction at the rural level. Care providers' attitude and responsiveness in service delivery are found to be the most vital factor, while the tangibles and accessibility factors moderately influence the patient's satisfaction on the service quality at UHCs.

Keywords: SERVQUAL model; Upazila Health Complex (UHC); health policy of Bangladesh; health service; patients’ satisfaction.