Service Quality Delivery in Prenatal Services and Patient Satisfaction in Public Health Institutions in Minna Metropolis, Niger State

Abstract

Patient satisfaction in prenatal services is a critical issue in public health institutions, yet the role of service quality dimensions in shaping satisfaction remains unclear. This study examines the impact of four key service quality dimensions—tangibles, reliability, responsiveness, and empathy—on patient satisfaction in prenatal care at public health institutions in Minna Metropolis, Niger State. Using a sample of pregnant women, statistical analysis was conducted to assess the significance of each dimension. The results indicate that tangibles (physical facilities, equipment, and staff appearance) had a negative but statistically insignificant impact on satisfaction (path coefficient = -0.047, p = 0.364). In contrast, reliability (the ability to deliver consistent and accurate services) had a positive and significant effect (path coefficient = 0.179, p = 0.001). Responsiveness (prompt service and willingness to help) negatively influenced patient satisfaction (path coefficient = -0.303, p = 0.034), suggesting delays or inadequate responses reduce satisfaction. Empathy (care and understanding from healthcare providers) had a positive and significant impact (path coefficient = 0.372, p = 0.051). The findings highlight that while tangibles are less critical, responsiveness and empathy are decisive in enhancing patient satisfaction. The therefore recommends that the Public health institutions in Minna should prioritize improving healthcare providers' responsiveness and empathetic behavior to enhance the overall quality of prenatal care services.