Determinants of Clients’ Satisfaction in a Military Healthcare Institution: A Case Study of Nigerian Navy Reference Hospital Ojo
Year: 2025
Type: article
Study design: Observational Study
Abstract: Introduction: Patient satisfaction is a critical indicator of healthcare quality and a predictor of service utilization. This study examines the determinants of patient satisfaction in military healthcare institutions, specifically focusing on the Nigerian Navy Reference Hospital Ojo. Aims: The aims of this study were to evaluate the factors influencing patient satisfaction and identify key predictors within a military healthcare context. Material and Methods: A cross-sectional survey of 1,060 patients was conducted using a structured questionnaire. Data were analyzed with descriptive statistics, Chi-square tests, and logistic regression to explore the relationships between patient satisfaction and healthcare determinants. Results: Satisfaction levels revealed that 56.8% of participants rated their experience as “just about perfect.” Logistic regression identified the following significant predictors of satisfaction: gender (female: odds ratio [OR] = 1.48, 95% confidence interval [CI]: 1.15–1.90, P = 0.002), educational level (OR = 1.32, 95% CI: 1.01–1.72, P = 0.043), age (31–50 years: OR = 1.65, 95% CI: 1.28–2.13, P < 0.001), and awareness of services (OR = 1.73, 95% CI: 1.35–2.22, P < 0.001). Additionally, healthcare workers’ competence (OR = 2.15, P < 0.001) and confidentiality (OR = 1.87, P < 0.001) were identified as key contributors. Positive perceptions were associated with a higher likelihood of recommending the institution (χ² = 81.91, P < 0.001). Conclusions: Healthcare workers competence and ethical behavior are critical to enhancing patient satisfaction in military hospitals. Strategies to improve service delivery should include training on professionalism, confidentiality, and communication skills. Integrating patient feedback into policy-making can further strengthen trust and service outcomes.
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: diamond
OpenAlex ID: W4411745180