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ISSN : 2233-4165(Print)
ISSN : 2233-5382(Online)
Journal of Industrial Distribution & Business Vol.9 No.12 pp.7-14

A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector

Rajasekhara Mouly Potluri*, Gift Angiating**
** Graduating Student, School of Business & Entrepreneurship, American University of Nigeria, Yola, Adamawa State, Nigeria. Tel: +234-803-645-7734 E-mail:
* Corresponding Author, Dr. Associate Professor, Business Administration & Marketing, School of Business & Entrepreneurship, American University of Nigeria.Yola, Adamawa State, Nigeria. Tel: +234-805-980-4112 E-mail:
November 08, 2018. November 25, 2018. December 05, 2018.


Purpose - The core objective of the research is to explore the quality of services provided by the Nigerian health care sector that lead to know the satisfaction levels of the consumers.
Research design, data, and methodology - After a meticulous literature review, the researchers administered a two part questionnaire to know the service gaps and satisfaction levels of the customers. The research carried out with a sample of 400 respondents but received only 150 responses from the residents around Adamawa state. The collected data was edited, coded, and analyzed with the SPSS latest version with the descriptive and inferential statistical tools.
Results - Majority of the respondents expressed their discontentment over the responsiveness of the service providers when compared to tangibility and reliability quality variables. There is no relationship between the quality variable tangibility and overall satisfaction. Related to the overall satisfaction, 42 percent of respondents have neutral perspective indicated that they are either satisfied or dissatisfied as against the 43.3 percent of dissatisfied customers.
Conclusions - This research proffers invaluable information to the entire Nigerian health-care sector to review their existing delivery of services to improve patient satisfaction. This research is first of its kind concentrated to know the quality of health-care services and customers overall satisfaction in Nigeria.

JEL Classifications: I11, M31, M39, N77.





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