Abolaji Joachim Abiodun

Patients' satisfaction with quality attributes of primary health care services in Nigeria.

Patients’ satisfaction with health care is an important health outcome which has implications for capacity utilisation. And, in health systems that emphasise the cooperation and involvement of the community, both in terms of resources contribution and management, satisfaction with health care assumes an important dimension in terms of its implication for success of public health programmes. This study, based on administered questionnaires, examines patients/users’ satisfaction with quality attributes of health care services at the primary level facilities in order to provide feedback to health personnel and management for change and learning. The study employs correlation and multivariate regression analysis to determine the quality attributes that determine overall satisfaction with care. Our findings suggest the need to emphasis ‘empathy’ for care providers; and while a reasonable level of physical facilities should be provided, care providers have the task to communicate their technical competence to care seekers to ensure capacity utilisation at the primary level.

Do Reputation and Image Matter for Recommendations and Switching Intentions in the Telecommunications Industry

This research explores the interconnections between telecommunications service attributes and service providers’ reputation and image and the implications for subscribers’ recommendations and switching intentions. The study, based on survey data from 402 subscribers, proposed a number of hypotheses related to these variables and test using structural equation modelling (SEM). The results of data analysis revealed that ease of call, reputation, service quality and customer service influence perceptions of image. In addition, providers’ reputation is not only a significant determinant of recommendations but also holds promise as a lock-in variable to hedge against subscribers switching. It is suggested that investments in telecommunication firms’ image may be necessary but may not be sufficient to attract subscribers to partner with the firm in enlarging their subscribers’ base.