Partial least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals

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.