Abstract
This study examined the effect of service quality and patients’ satisfaction in hospitals in
North-central Nigeria. The mediating role of hospital image specifically, the study x-rayed
the individual effects of tangibility, assurance, reliability, responsiveness and empathy on the
satisfaction of patients in hospitals in north-Central Nigeria. The study was anchored on
Expectancy Disconfirmation Theory (EDT) postulated by Oliver 1980. Cross-sectional survey
research design was adopted for the study. A study population of three hundred and eighty
four (384) was used for the study. Structural Equation Modelling(SEM) was used to analyze
the collected data. Results obtained from the test of the formulated hypothesis revealed that a
significant positive relationship exist between tangibility and patient satisfaction since (β =
0.19, CR = 3.56, p < 0.001); a significant positive relationship exist between assurance and
patient satisfaction since (β = 0.12, t = 2.24, p = 0.03); a significant positive relationship
exist between responsiveness and patient satisfaction since (β = 0.18, t = 3.64, p < 0.001);
while reliability had no significant effect on patient satisfaction (β = 0.10, t = 1.80, p =
0.07); empathy also had no significant effect on patient satisfaction (β = 0.10, t = 1.68, p =
0.09), hospital image fully mediates the effect of empathy on patients satisfaction; partially
mediated the effects of assurance and responsiveness on patient satisfaction . From the
findings, the study concluded that tangibility, assurance and responsiveness directly predict
patients; satisfaction. Thus, the study recommend that hospital prioritize modernizing
physical facilities, medical equipment and the overall environment of care delivery and
hospital should continuous professional development programs to ensure staff confidence,
competence and courtesy in patients’ interactions.