INFLUENCE OF SERVICE QUALITY ON PATIENTS’ RETENTION IN THE PRIVATE HEALTHCARE SECTOR IN GOMBE STATE, NIGERIA

Abstract

The research investigates the influence of service quality on patients’ retention in private healthcare sector in Gombe State Nigeria, by adopting service quality model which include tangibility of service, responsiveness of service and assurance of service. Data were collected through structured questionnaires using a sample size 254 of private healthcare. The hypotheses were tested using Structural Equation Modeling (SEM). The results indicate that two service quality dimensions tangibility of service and responsiveness of service had a positive and significant relationship on private healthcare sector patients’ retention. However, assurance of service had a negative and no significant relationship on patients’ retention in the private healthcare sector in Gombe State. The research recommends private healthcare service providers should improve on the service quality dimensions by providing adequate service required by patients so as to be able to retain them.