An Exploration of Perceived Service Quality in Public Healthcare Institutions in South West Ethiopia: The Case of Mizan-Tepi University Teaching Hospital

This study assesses healthcare service quality at Mizan-Tepi University Teaching Hospital (MTUTH) in Southwestern Ethiopia, applying the SERVQUAL model. Employing mixed methods, the research involved surveys of 80 in-patients and 57 staff members, alongside in-depth interviews with key informants. Findings reveal significant gaps between patient expectations and perceptions across all SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—with patients generally perceiving service quality as substandard. Age was a significant predictor of perception variance. Regression analysis also confirmed that these gaps substantially affect overall service quality outlooks. The study underscores the need for targeted improvements to enhance patient satisfaction in MTUTH.