{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,16]],"date-time":"2026-04-16T07:14:50Z","timestamp":1776323690063,"version":"3.50.1"},"reference-count":107,"publisher":"Emerald","issue":"12","license":[{"start":{"date-parts":[[2020,1,10]],"date-time":"2020-01-10T00:00:00Z","timestamp":1578614400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["K"],"published-print":{"date-parts":[[2020,1,10]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor \u2013 patients\u2019 satisfaction, and continuous service utilization.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients\u2019 satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs \u2013 perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly \u201cfit\u201d the sample data, and further proved the predictive robustness of the model.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients\u2019 satisfaction.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>There is a dearth of empirical investigations on the assessment of health-care service quality and patients\u2019 satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/k-06-2019-0409","type":"journal-article","created":{"date-parts":[[2020,2,3]],"date-time":"2020-02-03T09:56:29Z","timestamp":1580723789000},"page":"3047-3068","source":"Crossref","is-referenced-by-count":33,"title":["Assessment on health care service quality and patients\u2019 satisfaction in Ghana"],"prefix":"10.1108","volume":"49","author":[{"given":"Enock Mintah","family":"Ampaw","sequence":"first","affiliation":[]},{"given":"Junwu","family":"Chai","sequence":"additional","affiliation":[]},{"given":"Biru","family":"Liang","sequence":"additional","affiliation":[]},{"given":"Sang-Bing","family":"Tsai","sequence":"additional","affiliation":[]},{"given":"Joseph","family":"Frempong","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020111314464182700_ref001","volume-title":"Managing Brand Equity: Capitalizing on the Value of Brand Name","year":"1991"},{"issue":"9","key":"key2020111314464182700_ref002","first-page":"2361","article-title":"Airbnb \u2013 an exploration of value co-creation experiences in Jamaica","volume":"27","year":"2017","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"4","key":"key2020111314464182700_ref003","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1016\/S0097-5990(16)30118-X","article-title":"Analyzing patient satisfaction: a multianalytic approach","volume":"13","year":"1987","journal-title":"Qrb \u2013 Quality Review Bulletin"},{"key":"key2020111314464182700_ref004","doi-asserted-by":"publisher","DOI":"10.1108\/K-02-2017-0045","article-title":"Examining intention to adopt to internet of things in healthcare technology products","year":"2017","journal-title":"Kybernetes"},{"key":"key2020111314464182700_ref005","doi-asserted-by":"crossref","first-page":"488","DOI":"10.1037\/0022-006X.62.3.488","article-title":"Structural equation modeling analysis of clinical sub-population diff. and comparative treatment outcomes: characterizing the daily lives of drug addicts","volume":"62","year":"1994","journal-title":"Journal of Consulting and Clinical Psychology"},{"key":"key2020111314464182700_ref006","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/14783363.2018.1487283","article-title":"Assessment of hospital service quality parameters from patient, doctor and employees\u2019 perspectives","year":"2018","journal-title":"Total Quality Management and Business Excellence"},{"key":"key2020111314464182700_ref007","first-page":"317","article-title":"Factor analysis and akaine information criteria (AIC)","volume":"52","year":"1987","journal-title":"Psychometrica"},{"issue":"3","key":"key2020111314464182700_ref008","first-page":"22","article-title":"The experience economy approach to marketing les plus beaux villages Brand in Russia","volume":"8","year":"2016","journal-title":"Worldwide Hospitality and Tourism Themes"},{"issue":"3","key":"key2020111314464182700_ref009","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","article-title":"Structural equation modeling in practice: a review and recommended two-step approach","volume":"103","year":"1988","journal-title":"Psychological Bulletin"},{"key":"key2020111314464182700_ref0010","unstructured":"Asiedu-Addo, S. (2017), \u201cGraphic online: Akuffo-Addo alarmed at indequate doctor-patient rario\u201d, available at: www.graphic.com.gh\/news\/general-news\/akufo-addo-alarmed-at-inadequate-doctor-patient-ratio.html"},{"issue":"10","key":"key2020111314464182700_ref0011","article-title":"An immeasurable crisis? A criticism of the millennium development goals and why they cannot be measured","volume":"2","year":"2005","journal-title":"PLOS Medicine"},{"issue":"7","key":"key2020111314464182700_ref0012","first-page":"548","article-title":"Managing healthcare quality in Ghana: a necessity of patient satisfaction","volume":"24","year":"2011","journal-title":"Int. J. Healthc. Assur"},{"issue":"1","key":"key2020111314464182700_ref0013","doi-asserted-by":"crossref","first-page":"49","DOI":"10.1006\/jrpe.1993.1005","article-title":"Assessing construct validity in personal research: application to measures of self-esteem","volume":"27","year":"1993","journal-title":"Journal of Research in Personality"},{"issue":"4","key":"key2020111314464182700_ref0014","first-page":"333","article-title":"Analysis of SERQUAL in Shahid Sadoghi hospital, Yazd, Iran","volume":"18","year":"2012","journal-title":"Hormozgan Med J"},{"issue":"3","key":"key2020111314464182700_ref0015","doi-asserted-by":"crossref","first-page":"400","DOI":"10.1037\/0033-2909.112.3.400","article-title":"On the fit of the models of covariance and methodology to the bulletin","volume":"112","year":"1992","journal-title":"Psychological Bulletin"},{"issue":"49","key":"key2020111314464182700_ref007a","first-page":"41","article-title":"A conceptual model of service quality and its implications for future research","volume":"4","year":"1985","journal-title":"Journal of Marketing"},{"key":"key2020111314464182700_ref0016","article-title":"Population health and economic growth: commission on growth and development","year":"2008"},{"issue":"1","key":"key2020111314464182700_ref0017","article-title":"The effect of health on economic growth: a production function approach","volume":"32","year":"2004","journal-title":"World Development"},{"key":"key2020111314464182700_ref0018","first-page":"61","article-title":"Quality in healthcare: concepts and practice","volume":"3","year":"2007","journal-title":"The Business of Healthcare"},{"issue":"2","key":"key2020111314464182700_ref0019","doi-asserted-by":"crossref","first-page":"272","DOI":"10.1207\/s15328007sem1102_8","article-title":"Testing for multi-group invariance using AMOS graphics: a road traveled","volume":"11","year":"2004","journal-title":"Structural Equation Modeling: A Multidisciplinary Journal"},{"issue":"4","key":"key2020111314464182700_ref0020","doi-asserted-by":"crossref","first-page":"468","DOI":"10.1093\/fampra\/11.4.468","article-title":"Major determinants of consumer satisfaction with primary care in different health systems","volume":"11","year":"1994","journal-title":"Family Practice"},{"key":"key2020111314464182700_ref0021","first-page":"21","volume-title":"Public Health and Education Spending in Ghana in 1992-98","year":"2001"},{"issue":"3","key":"key2020111314464182700_ref0022","first-page":"140","article-title":"Service quality dimensions and patient satisfaction relationships in South Korean: comparisons across gender, age, and types of service","volume":"19","year":"2008","journal-title":"Journal of Services Marketing"},{"issue":"1","key":"key2020111314464182700_ref0023","first-page":"70","article-title":"A paradigm for developing better measures of marketing constructs","volume":"16","year":"1979","journal-title":"J. Mark"},{"key":"key2020111314464182700_ref0024","unstructured":"CIA (2017), \u201cHealth expenditures.cia.gov\u201d, available at: www.cia.gov\/library\/publications\/the-world-factbook\/fields\/409.html"},{"issue":"7","key":"key2020111314464182700_ref0025","doi-asserted-by":"crossref","first-page":"1085","DOI":"10.1016\/0277-9536(95)00315-0","article-title":"Age and health status in a patient satisfaction survey","volume":"42","year":"1996","journal-title":"Social Science and Medicine"},{"issue":"6","key":"key2020111314464182700_ref0026","doi-asserted-by":"crossref","first-page":"918","DOI":"10.1080\/00220380600774681","article-title":"The impact of poor health on total factor productivity","volume":"42","year":"2006","journal-title":"The Journal of Development Studies"},{"issue":"6","key":"key2020111314464182700_ref0027","doi-asserted-by":"crossref","first-page":"44","DOI":"10.1377\/hlthaff.20.6.44","article-title":"No toyotas in healthcare: why medical care has not evolved to meet patients\u2019 needs","volume":"20","year":"2001","journal-title":"Health Affairs"},{"issue":"3","key":"key2020111314464182700_ref0028","doi-asserted-by":"crossref","first-page":"55","DOI":"10.1177\/002224299205600304","article-title":"Measuring service quality: a re-examination and extension","volume":"56","year":"1992","journal-title":"Journal of Marketing"},{"issue":"5","key":"key2020111314464182700_ref0029","doi-asserted-by":"crossref","first-page":"197","DOI":"10.1108\/09526860210437412","article-title":"Assessing the quality of physiotherapy services using SERVQUAL","volume":"15","year":"2002","journal-title":"International Journal of Health Care Quality Assurance"},{"issue":"22","key":"key2020111314464182700_ref0030","doi-asserted-by":"publisher","first-page":"18","DOI":"10.1080\/10686967.2015.11918448","article-title":"SEM of service quality to predict overall patient satisfaction in medical clinics: a case study","volume":"4","year":"2015","journal-title":"Quality Management Journal"},{"issue":"1","key":"key2020111314464182700_ref0031","doi-asserted-by":"crossref","first-page":"123","DOI":"10.1002\/jid.764","article-title":"The Long-Term impact of health on economic growth in Mexico, 1950-1995","volume":"13","year":"2001","journal-title":"Journal of International Development"},{"key":"key2020111314464182700_ref0032","volume-title":"The New Economics","year":"1994","edition":"2nd ed."},{"issue":"5","key":"key2020111314464182700_ref0033","first-page":"353","article-title":"The determinants of service quality satisfiers and dissatisfies","volume":"6","year":"2009","journal-title":"Int. J. Serv. Ind. Manag"},{"issue":"6","key":"key2020111314464182700_ref0034","first-page":"962","article-title":"Health service quality: a comparison of public and private hospitals","volume":"4","year":"2010","journal-title":"Afri J Bus Manag"},{"issue":"1","key":"key2020111314464182700_ref0035","article-title":"Perceptions of healthcare quality in Ghana: does health insurance status matter?","volume":"13","year":"2018","journal-title":"Public Library of Science"},{"issue":"12","key":"key2020111314464182700_ref0036","doi-asserted-by":"crossref","first-page":"1743","DOI":"10.1001\/jama.1988.03410120089033","article-title":"The quality of care: how can it be assessed?","volume":"260","year":"1988","journal-title":"JAMA"},{"key":"key2020111314464182700_ref0037","volume-title":"The Definition of Quality and Approaches to Its Assessment Explorations in Quality Assessment and Monitoring","year":"1980"},{"key":"key2020111314464182700_ref0038","first-page":"397","article-title":"Gurus\u2019 view: service quality beyond cognitive assessment, passengers\u2019 behavioral intentions","volume":"42","year":"2005","journal-title":"Journal of Travel Research"},{"issue":"3","key":"key2020111314464182700_ref0039","doi-asserted-by":"publisher","first-page":"331","DOI":"10.1108\/TR-03-2017-0053","article-title":"It\u2019s all about you: destination marketing campaigns in the experience economy era","volume":"73","year":"2018","journal-title":"Tourism Review"},{"issue":"6","key":"key2020111314464182700_ref0040","doi-asserted-by":"crossref","first-page":"439","DOI":"10.1093\/intqhc\/13.6.439","article-title":"Measuring quality from the system to the provider","volume":"13","year":"2001","journal-title":"International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care"},{"issue":"1","key":"key2020111314464182700_ref0041","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurements error","volume":"18","year":"1981","journal-title":"Journal of Marketing Research"},{"key":"key2020111314464182700_ref0042","volume-title":"Achieving Service Excellence: Strategies for Health","year":"2002"},{"issue":"7462","key":"key2020111314464182700_ref0043","doi-asserted-by":"crossref","first-page":"394","DOI":"10.1136\/bmj.329.7462.394","article-title":"Can the millennium development goals be attained?","volume":"329","year":"2004","journal-title":"BMJ (Clinical Research ed.).)"},{"key":"key2020111314464182700_ref0044","first-page":"5","article-title":"Satisfaction by design","volume":"6","year":"1998","journal-title":"Mark. Health Serv"},{"issue":"1","key":"key2020111314464182700_ref0045","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1111\/j.2044-8287.1996.tb00492.x","article-title":"Components and predictors of patient satisfaction","volume":"1","year":"1996","journal-title":"British Journal of Health Psychology"},{"key":"key2020111314464182700_ref0046","unstructured":"Hayes, O. (2017), \u201cThe most common diseases in Ghana and their prevention\u201d, available at: https:\/\/borgenproject.org\/common-diseases-in-ghana\/"},{"issue":"1","key":"key2020111314464182700_ref0047","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/10705519909540118","article-title":"Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternative","volume":"6","year":"1999","journal-title":"Structural Equation Modeling: A Multidisciplinary Journal"},{"key":"key2020111314464182700_ref0048","volume-title":"The Costs of Meeting the 2030 Sustainable Development Goal Targets on Drinking Water, Sanitation, and Hygiene","year":"2017"},{"key":"key2020111314464182700_ref0049","volume-title":"Crossing the Quality Chasm: A New Health System for the 21st Century","author":"Institute of Medicine","year":"2001"},{"key":"key2020111314464182700_ref0050","volume-title":"LISREL 8. Users Reference Quide","year":"1996"},{"issue":"4","key":"key2020111314464182700_ref0051","doi-asserted-by":"crossref","first-page":"49","DOI":"10.1097\/00004010-199401940-00006","article-title":"What attributes determine quality and satisfaction with healthcare delivery?","volume":"19","year":"1994","journal-title":"Health Care Management Review"},{"key":"key2020111314464182700_ref0052","volume-title":"To Err is Human: Building a Safer Health System","year":"1999"},{"key":"key2020111314464182700_ref0053","unstructured":"Koning, A.J. and Frances, P.H. (2003), \u201cConfidence interval for Cronbach\u2019s confidence alpha values\u201d, ERIM Report Series."},{"issue":"4","key":"key2020111314464182700_ref0054","first-page":"48","article-title":"Atmoshperic as a marketing tool","volume":"49","year":"1973","journal-title":"J. Retail"},{"key":"key2020111314464182700_ref0055","volume-title":"Ghana Healthcare Ghana: A Country Study","year":"1994"},{"issue":"19","key":"key2020111314464182700_ref0056","doi-asserted-by":"crossref","first-page":"2384","DOI":"10.1001\/jama.293.19.2384","article-title":"Five years after to err is human: what have We learned?","volume":"293","year":"2005","journal-title":"Journal of the American Medical Association"},{"key":"key2020111314464182700_ref0057","volume-title":"HEALTHQUAL: A Multi-Item Scale for Assessing Healthcare Service Quality","year":"2016"},{"key":"key2020111314464182700_ref0058","volume-title":"Structural Equation Modeling: A Bayesian Modeling","year":"2007"},{"issue":"10","key":"key2020111314464182700_ref0059","first-page":"51","article-title":"Measurement of safety and quality healthcare","volume":"184","year":"2000","journal-title":"Medical Journal of Australia"},{"issue":"2","key":"key2020111314464182700_ref0060","first-page":"29","article-title":"True community: connecting the millennium development goals to public library services in the United States","volume":"4","year":"2011","journal-title":"Information, Soc. Justice"},{"issue":"4","key":"key2020111314464182700_ref0061","doi-asserted-by":"publisher","first-page":"340","DOI":"10.1080\/20479700.2017.1389474","article-title":"Evaluation of healthcare service quality via servqual scale: an application on a hospital","volume":"12","year":"2019","journal-title":"International Journal of Healthcare Management"},{"issue":"1","key":"key2020111314464182700_ref0062","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1108\/eb005468","article-title":"Hospital case records \u2013 eight years On","volume":"7","year":"1978","journal-title":"Kybernetes"},{"issue":"7","key":"key2020111314464182700_ref0063","doi-asserted-by":"crossref","first-page":"516","DOI":"10.1108\/09526860510627201","article-title":"An empirical study of patients\u2019 expectations and satisfaction in egyptian hospitals","volume":"18","year":"2005","journal-title":"International Journal of Health Care Quality Assurance"},{"issue":"3","key":"key2020111314464182700_ref0064","doi-asserted-by":"crossref","first-page":"430","DOI":"10.1037\/0033-2909.105.3.430","article-title":"Evaluation of goodness-of-fit indices for structural equation models","volume":"105","year":"1989","journal-title":"Psychological Bulletin"},{"key":"key2020111314464182700_ref0065","volume-title":"Basic Principle of Structural Equation Modeling: An Intro to LISREL and EQS","year":"1996"},{"key":"key2020111314464182700_ref0066","volume-title":"A Guide to Medical Care Administration: concepts and Principles","year":"1969"},{"issue":"2","key":"key2020111314464182700_ref0067","first-page":"50","article-title":"Determinants of consumer satisfaction of health care in Ghana: does choice of health care provider matter?","volume":"1","year":"2009","journal-title":"Global Journal of Health Science"},{"key":"key2020111314464182700_ref0068","volume-title":"Psychometric Theory","year":"1994","edition":"3rd ed."},{"issue":"4","key":"key2020111314464182700_ref0069","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1177\/002224298504900403","article-title":"A conceptual model of service quality and its implications for future research","volume":"49","year":"1985","journal-title":"Journal of Marketing"},{"issue":"2","key":"key2020111314464182700_ref0070","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1177\/002224298805200203","article-title":"Communication and control processes in the delivery of service quality","volume":"52","year":"1988","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2020111314464182700_ref0071","first-page":"12","article-title":"SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality","volume":"64","year":"1988","journal-title":"Journal of Retailing"},{"issue":"2","key":"key2020111314464182700_ref0072","doi-asserted-by":"publisher","first-page":"136","DOI":"10.1080\/07359683.2019.1575062","article-title":"Service quality: a subliminal pathway to service differentiation and competitive advantage in private healthcare marketing in Ghana","volume":"36","year":"2019","journal-title":"Health Marketing Quarterly"},{"key":"key2020111314464182700_ref0073","article-title":"Quality in healthcare: concept and practice","volume-title":"The Business of Healthcare","year":"2007"},{"key":"key2020111314464182700_ref0074","volume-title":"The Experience Economy","year":"2011"},{"key":"key2020111314464182700_ref0075","doi-asserted-by":"publisher","DOI":"10.1108\/K-01-2017-000","article-title":"The effect of emotional quotient on the organizational citizenship behavior in some Iranian hospitals","year":"2017","journal-title":"Kybernetes"},{"issue":"5","key":"key2020111314464182700_ref0076","doi-asserted-by":"publisher","first-page":"574","DOI":"10.1108\/JOSM-03-2014-0094","article-title":"Experience psychology \u2013 a proposed new subfield of service management","volume":"25","year":"2014","journal-title":"Journal of Service Management"},{"issue":"4","key":"key2020111314464182700_ref0077","doi-asserted-by":"publisher","first-page":"51","DOI":"10.1080\/10686967.2010.11918292","article-title":"The effects of physicians' feelings of empowerment and service quality perceptions on hospital recommendations","volume":"17","year":"2010","journal-title":"Quality Management Journal"},{"key":"key2020111314464182700_ref0078","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/20479700.2018.1469212","article-title":"Assessing the quality of healthcare services: a SERVQUAL approach","year":"2018","journal-title":"International Journal of Healthcare Management"},{"key":"key2020111314464182700_ref0079","volume-title":"Measuring and Improving Patient Satisfaction","year":"2002"},{"key":"key2020111314464182700_ref0080","first-page":"173","article-title":"Structural equation evaluation and modification: an interval estimation approach","volume":"23","year":"1990","journal-title":"Multivariate Behavioral Research"},{"key":"key2020111314464182700_ref0081","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/20479700.2019.1605689","article-title":"Service quality in healthcare: exploring servicescape and patients\u2019 perceptions","year":"2019","journal-title":"International Journal of Healthcare Management"},{"key":"key2020111314464182700_ref0082","first-page":"25","volume-title":"Empowerment on an Unstable Planet: From Seeds of Human Energy to a Scale of Global Change","year":"2012"},{"issue":"2","key":"key2020111314464182700_ref0083","first-page":"221","article-title":"Distinguishing service quality from patient satisfaction in developing health marketing strategies","volume":"39","year":"1994","journal-title":"Hosp. Heal. Serv. Adm"},{"issue":"13","key":"key2020111314464182700_ref0084","first-page":"114","article-title":"Factors affecting provision of service quality in the public health sector: a case of Kenyatta National hospital","volume":"2","year":"2012","journal-title":"International Journal of Humanities and Social Science"},{"key":"key2020111314464182700_ref0085","volume-title":"Vision 2020: The Right to Sight Global Declaration of Support","author":"WHO","year":"1999"},{"key":"key2020111314464182700_ref0086","volume-title":"Quality of Care \u2013 a Process for Making Strategic Choice in Health System","author":"WHO","year":"2006"},{"key":"key2020111314464182700_ref0087","unstructured":"WHO (2015a), \u201cProgess on SDGs\u201d, available at: www.aho.afro.who.int\/profiles_information\/index.php\/Ghana:Progress_on_SDGs"},{"key":"key2020111314464182700_ref0088","unstructured":"WHO (2015b), \u201cSustainable development goals\u201d, available at: www.aho.afro.who.int\/en\/publication\/4946\/health-mdgs-and-post-2015-sustainable-development-goals-sdgs"},{"key":"key2020111314464182700_ref0089","unstructured":"WHO (2016a), \u201cThe health system\u201d, available at: www.aho.afro.who.int\/profiles_information\/index.php\/Ghana:The_Health_System"},{"key":"key2020111314464182700_ref0090","unstructured":"WHO (2016b), \u201cAfrican health observation\u201d, available at: www.aho.afro.who.int\/en\/publications"},{"key":"key2020111314464182700_ref0091","unstructured":"WHO (2017), \u201cGhana progress on MDGs\u201d, available at: www.aho.afro.who.int\/profiles_information\/images\/0\/0c\/Ghana-Statistical_Overview.pdf"},{"key":"key2020111314464182700_ref0092","volume-title":"Those Countries Having an Index Equal to 3.5 of the \u2018Country Policy and Institutional Assessment Index","author":"World Bank","year":"2004"},{"key":"key2020111314464182700_ref0093","volume-title":"World Development Indicators: World Bank","author":"World Bank","year":"2006"},{"issue":"18","key":"key2020111314464182700_ref0094","first-page":"157","article-title":"Empirical investigation of service quality in Ghanaian hospitals","volume":"6","year":"2014","journal-title":"Euro J Bus Manag"},{"issue":"3","key":"key2020111314464182700_ref0095","first-page":"2","article-title":"Consumer perception of price quality and value: a mean-end model and synthesis of evidence","volume":"52","year":"1993","journal-title":"Journal of Marketing"},{"issue":"2","key":"key2020111314464182700_ref0096","first-page":"39","article-title":"Problems and strategies in service marketing","volume":"49","year":"1985","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2020111314464182700_ref0097","first-page":"39","article-title":"User\u2019s satisfaction with the Romanian health care system: an evaluation of recent health care reforms","volume":"12","year":"2002","journal-title":"European Journal of Public Health"},{"key":"key2020111314464182700_ref0098","first-page":"4","article-title":"Structural equation modeling with small sample: test statistics","volume":"58","year":"1999","journal-title":"Multivariate Behavioral Research"},{"key":"key2020111314464182700_ref0099","volume-title":"Structural Equation Modeling, Basic Concepts, Application, and Programming","year":"2000","edition":"2nd ed."},{"issue":"2","key":"key2020111314464182700_ref00100","first-page":"272","article-title":"Structural equation modeling with AMOS: basic concepts, applications and programming, testing for multistage invariance using AMOS graphics: a road less travelled","volume":"11","year":"2001","journal-title":"Structural Equation Modeling"},{"issue":"2","key":"key2020111314464182700_ref00101","doi-asserted-by":"crossref","first-page":"123","DOI":"10.1177\/1094670507309594","article-title":"A hierarchical model of health service quality: scale development and investigation of an integrated model","volume":"10","year":"2007","journal-title":"Journal of Service Research"},{"key":"key2020111314464182700_ref00102","volume-title":"An Introduction to Quality Assurance in Health Care","year":"2003"},{"issue":"7","key":"key2020111314464182700_ref00103","doi-asserted-by":"crossref","first-page":"377","DOI":"10.1108\/09526860410563186","article-title":"Measuring service quality provision within an eating disorders context","volume":"17","year":"2004","journal-title":"International Journal of Health Care Quality Assurance"},{"issue":"1\/2","key":"key2020111314464182700_ref00104","first-page":"119","article-title":"Heanthcare quality management using the MBHCP excellence model","volume":"24","year":"2013","journal-title":"Total Quality Management and Business Excellence"},{"issue":"26","key":"key2020111314464182700_ref00105","doi-asserted-by":"crossref","first-page":"2635","DOI":"10.1056\/NEJMsa022615","article-title":"The quality of health care delivered to adults in the United States","volume":"348","year":"2003","journal-title":"The New England Journal of Medicine"},{"issue":"3","key":"key2020111314464182700_ref00106","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1108\/08876040510596812","article-title":"The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service","volume":"19","year":"2005","journal-title":"J. Serv. Mark"}],"container-title":["Kybernetes"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-06-2019-0409\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-06-2019-0409\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:48:48Z","timestamp":1753393728000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/k\/article\/49\/12\/3047-3068\/457250"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,1,10]]},"references-count":107,"journal-issue":{"issue":"12","published-print":{"date-parts":[[2020,1,10]]}},"alternative-id":["10.1108\/K-06-2019-0409"],"URL":"https:\/\/doi.org\/10.1108\/k-06-2019-0409","relation":{},"ISSN":["0368-492X","0368-492X"],"issn-type":[{"value":"0368-492X","type":"print"},{"value":"0368-492X","type":"print"}],"subject":[],"published":{"date-parts":[[2020,1,10]]}}}