JOURNAL OF MANAGEMENT POLICY AND PRACTICE
Are Public Hospitals Responding to Tangible and Reliable Service-Related
Needs of Patients in the New South Africa?
Author(s): Johan de Jager, Thérèse du Plooy
Citation: Johan de Jager, Thérèse du Plooy, (2011) "Are Public Hospitals Responding to Tangible and Reliable Service-Related Needs of Patients in the New South Africa?," Journal of Management Policy and Practice, Vol. 12, Iss. 2, pp.103 - 119
Article Type: Research paper
Publisher: North American Business Press
Understanding the determinants of healthcare satisfaction will lead to the improvement of healthcare
quality in developing countries. In this study, in-patients and out- patients’ expectations, perceptions and
satisfaction related to services’ reliability and tangibility provided by public healthcare in South-Africa
are measured by using SERVQUAL. The major findings were that all patients demand excellent levels of
response, but none of these are currently being met, resulting in dissatisfaction. The findings of this study
could be used to guide public hospitals to render healthcare programmes that are more patient-centred;
and to increase their efficiency in the context of scarce resources.