Partial least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals
Asian Journal of Probability and Statistics,
Page 49-60
DOI:
10.9734/ajpas/2022/v17i330426
Abstract
This research examines the influence of Hospitals’ service quality on Patient satisfaction in Katsina metropolis, Nigeria. It is a survey research where by questionnaires were randomly administered on patients of four hospitals conveniently selected for the study (General Hosptial Katsina, Federal Medical Centre Katsina, Turai Yaradua Maternity and Children’s hospital and General Amadi Rimi Orthopedic Hospital Katsina). Structural equation modeling technique was employed in this research. Results show that the hospitals’ service quality positively influences patients’ satisfaction at hospitals. The study then concludes that hospitals’ service quality determines patient satisfaction. Patients’ level of satisfaction is increased by improving tangibility reliability, responsiveness, assurance and empathy dimensions of hospitals service quality.
Keywords:
- Service quality
- patient satisfaction
- structural equation modeling
- convergent validity
- discriminant validity
How to Cite
Suleiman, S., & Abdulkadir, Y. (2022). Partial least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals. Asian Journal of Probability and Statistics, 17(3), 49-60. https://doi.org/10.9734/ajpas/2022/v17i330426
References
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Suleiman S, Lawal A, Usman U, Gulumbe SU, Muhammad AB. Student’s Academic Performance Prediction Using Factor Analysis Based Neural Network. International Journal of Data Science and Analysis. 2019;5(4):61-66. DOI: 10.11648/j.ijdsa.20190504.12
Prakash B. Patient Satisfaction, Journal of Cutaneous and Aesthetic Surgery. 2010;3(3):151- 155.
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Suleiman S, Usman U. Prediction of Customer Accessibility of Electronic Banking logistic regression in Nigeria, Equity Journal of Science and Technology. 2016;4(1):93-97.
Suleiman S, Burodo MS, Ahmed Z. An Application of Single and Multi-server Exponential Queuing Model in Some Selected Hospitals of the North-Western Nigeria, Asian Journal of Probability and Statistics. 2022;16(2):1-9. DOI: 10.9734/AJPAS/2022/v16i230396
Burodo MS, Suleiman S, Yusuf G. An assessment of Queue management and Patient Satisfaction of Some Selected Hospitals in North-Western Nigeria, International Journal of Mathematics and Statistics Invention (IJMSI). 2021;9(8):14-24. DOI: 10.35629/4767- 09080813
Koko MA, Burodo MS, Suleiman S. Queuing Theory and Its Application Analysis on Bus Services Using Single Server and Multiple Servers Model. American Journal of Operations Management and Information Systems. 2018;3(4):81-85. DOI: 10.11648/j.ajomis.20180304.12
Adeniran AM, Burodo MS, Suleiman S. Application of Queuing Theory and Management of Waiting Time Using Multiple Server Model: Empirical Evidence From Ahmadu Bello University Teaching Hospital, Zaria, Kaduna State, Nigeria, International Journal of Scientific and Management Research. 2022;5(4):159-174. DOI - http://doi.org/10.37502/IJSMR.2022.5412
Mbogo S, Gimbi M, Ngaruko D, Massomo S, Kisoza J, Ngatuni P, Swai E, Mtae H. Research Methodology. Excel Learning Pty. Ltd., South Africa; 2012.
Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988;64(1):12- 40.
Mwatsika C. “Customers’ Satisfaction with ATM Banking in Malawi”. African Journal of Business Management. 2014;8(7):218-227.
Akinmayowa JT, Ogbeide DO. Automated Teller Machine Service Quality and ¬Customer Satisfaction in the Nigeria Banking Sector, Covenant Journal of Business and ¬Social Sciences (CJBSS). 2014;65(1):52-72.
Hair JF, Black WC, Babin BJ, Anderson RE. Multivariate data analysis (7th Ed.). Englewood Cliffs: Prentice Hall; 2010.
Netemeyer R. Scaling Procedures: Issues and Applications. SAGE; 2003.
Brunner M, Süß H. Analyzing the Reliability of Multidimensional Measures: An Example from Intelligence Research; 2005.
Retrieved 22 April, 2022 Available: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.856.4612&rep=rep1&type=pdf
Fornell C, Larcker DF. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research. 1981;18(1)L39-50.
Hair JF. Jr, Anderson RE, Tatham RL, Black WC. Multivariate Data Analysis, (5thEdition). Upper Saddle River, NJ: Prentice Hall; 1998.
Burodo MS, Suleiman S, Shaba Y. Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State. American Journal of Operations Management and Information Systems. 2019;4(3):80-86. DOI: 10.11648/j.ajomis.20190403.12
Chin WW, Newsted PR. Structural Equation Modeling analysis with Small Samples Using Partial Least Squares, in R. Hoyle (ed.), Statistical Strategies for Small Sample Research, Thousand Oaks, CA: Sage Publications. 1999;307-341.
Cho H, Abe S. Is two-tailed testing for directional research hypotheses tests legitimate? Journal of Business Research. 2013;66. DOI:10.1016/j.jbusres.2012.02.023
Fornell C, Cha J. Partial least squares. In R. Bagozzi (Ed.), Advanced methods of marketing. Cambridge: Blackwell. 1994;52-78.
Chin WW. The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern Methods for Business Research. Mahwah, New Jersey: Laurence Erlbaum Associates. 1998; 295-336.
Cohen J. Statistical power analysis for the behavioral sciences (2nd Ed.). New York: Routledge; 1988.
Hair JF, Ringle CM, Sarstedt M. PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice. 2011;19(2):139-152.
Hair JF, Ringle CM, Sarstedt M. Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning. 2013;46:1-12.
MacKinnon DP. Introduction to Statistical Mediation Analysis. Mahwah, NJ: Erlbaum; 2008.
Henseler J, Ringle CM, Sinkovics RR. The use of partial least squares path modeling in international marketing: New challenges to international marketing. Advances in International Marketing. 2009;20:227-319.
Hulland J. Use of Partial Least Squares (PLS) in Strategic Management Research: A review of four recent studies. Strategic Management Journal. 1999;20(2):195-204.
Hair JF, Hult GTM, Ringle CM, Sarstedt M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (1 Ed.). Thousand Oaks, CA: Sage; 2014.
Chin WW. How to write up and report PLS analyses, in Handbook of Partial Least Squares: Concepts, Methods and Application. Esposito Vinzi V, Chin WW, Henseler J, Wang H. (Eds.), Springer, Germany. 2010;645-689.
Yahaya ML, Murtala ZA, Onukwube HN. Partial Least Squares (PLS-SEM): A note for Beginners. International journal of Environmental Studies and Safety Research. 2019;4(4):1-30.
Suleiman S, Lawal A, Usman U, Gulumbe SU, Muhammad AB. Student’s Academic Performance Prediction Using Factor Analysis Based Neural Network. International Journal of Data Science and Analysis. 2019;5(4):61-66. DOI: 10.11648/j.ijdsa.20190504.12
Prakash B. Patient Satisfaction, Journal of Cutaneous and Aesthetic Surgery. 2010;3(3):151- 155.
Geisser S. The predictive sample reuse method with applications. Journal of the ¬American Statistical Association. 1975;70;350:320-328.
Stone M. Cross-Validatory Choice and Assessment of Statistical Predictions. Journal of the Royal Statistical Society. Series B (Methodological). 1974;36(2):111-147. DOI: 10.2307/2984809
Suleiman S, Usman U. Prediction of Customer Accessibility of Electronic Banking logistic regression in Nigeria, Equity Journal of Science and Technology. 2016;4(1):93-97.
Suleiman S, Burodo MS, Ahmed Z. An Application of Single and Multi-server Exponential Queuing Model in Some Selected Hospitals of the North-Western Nigeria, Asian Journal of Probability and Statistics. 2022;16(2):1-9. DOI: 10.9734/AJPAS/2022/v16i230396
Burodo MS, Suleiman S, Yusuf G. An assessment of Queue management and Patient Satisfaction of Some Selected Hospitals in North-Western Nigeria, International Journal of Mathematics and Statistics Invention (IJMSI). 2021;9(8):14-24. DOI: 10.35629/4767- 09080813
Koko MA, Burodo MS, Suleiman S. Queuing Theory and Its Application Analysis on Bus Services Using Single Server and Multiple Servers Model. American Journal of Operations Management and Information Systems. 2018;3(4):81-85. DOI: 10.11648/j.ajomis.20180304.12
Adeniran AM, Burodo MS, Suleiman S. Application of Queuing Theory and Management of Waiting Time Using Multiple Server Model: Empirical Evidence From Ahmadu Bello University Teaching Hospital, Zaria, Kaduna State, Nigeria, International Journal of Scientific and Management Research. 2022;5(4):159-174. DOI - http://doi.org/10.37502/IJSMR.2022.5412
Mbogo S, Gimbi M, Ngaruko D, Massomo S, Kisoza J, Ngatuni P, Swai E, Mtae H. Research Methodology. Excel Learning Pty. Ltd., South Africa; 2012.
Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988;64(1):12- 40.
Mwatsika C. “Customers’ Satisfaction with ATM Banking in Malawi”. African Journal of Business Management. 2014;8(7):218-227.
Akinmayowa JT, Ogbeide DO. Automated Teller Machine Service Quality and ¬Customer Satisfaction in the Nigeria Banking Sector, Covenant Journal of Business and ¬Social Sciences (CJBSS). 2014;65(1):52-72.
Hair JF, Black WC, Babin BJ, Anderson RE. Multivariate data analysis (7th Ed.). Englewood Cliffs: Prentice Hall; 2010.
Netemeyer R. Scaling Procedures: Issues and Applications. SAGE; 2003.
Brunner M, Süß H. Analyzing the Reliability of Multidimensional Measures: An Example from Intelligence Research; 2005.
Retrieved 22 April, 2022 Available: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.856.4612&rep=rep1&type=pdf
Fornell C, Larcker DF. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research. 1981;18(1)L39-50.
Hair JF. Jr, Anderson RE, Tatham RL, Black WC. Multivariate Data Analysis, (5thEdition). Upper Saddle River, NJ: Prentice Hall; 1998.
Burodo MS, Suleiman S, Shaba Y. Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State. American Journal of Operations Management and Information Systems. 2019;4(3):80-86. DOI: 10.11648/j.ajomis.20190403.12
Chin WW, Newsted PR. Structural Equation Modeling analysis with Small Samples Using Partial Least Squares, in R. Hoyle (ed.), Statistical Strategies for Small Sample Research, Thousand Oaks, CA: Sage Publications. 1999;307-341.
Cho H, Abe S. Is two-tailed testing for directional research hypotheses tests legitimate? Journal of Business Research. 2013;66. DOI:10.1016/j.jbusres.2012.02.023
Fornell C, Cha J. Partial least squares. In R. Bagozzi (Ed.), Advanced methods of marketing. Cambridge: Blackwell. 1994;52-78.
Chin WW. The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern Methods for Business Research. Mahwah, New Jersey: Laurence Erlbaum Associates. 1998; 295-336.
Cohen J. Statistical power analysis for the behavioral sciences (2nd Ed.). New York: Routledge; 1988.
Hair JF, Ringle CM, Sarstedt M. PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice. 2011;19(2):139-152.
Hair JF, Ringle CM, Sarstedt M. Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning. 2013;46:1-12.
MacKinnon DP. Introduction to Statistical Mediation Analysis. Mahwah, NJ: Erlbaum; 2008.
Henseler J, Ringle CM, Sinkovics RR. The use of partial least squares path modeling in international marketing: New challenges to international marketing. Advances in International Marketing. 2009;20:227-319.
Hulland J. Use of Partial Least Squares (PLS) in Strategic Management Research: A review of four recent studies. Strategic Management Journal. 1999;20(2):195-204.
Hair JF, Hult GTM, Ringle CM, Sarstedt M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (1 Ed.). Thousand Oaks, CA: Sage; 2014.
Chin WW. How to write up and report PLS analyses, in Handbook of Partial Least Squares: Concepts, Methods and Application. Esposito Vinzi V, Chin WW, Henseler J, Wang H. (Eds.), Springer, Germany. 2010;645-689.
Yahaya ML, Murtala ZA, Onukwube HN. Partial Least Squares (PLS-SEM): A note for Beginners. International journal of Environmental Studies and Safety Research. 2019;4(4):1-30.
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