Abstract:
The purpose of this study was to assess perceived service quality, patient satisfaction, and
medication adherence at St. Amanuel mental specialized hospital. Quantitative research
approaches with a cross-sectional design were employed among outpatients attending follow-ups
at St. Amanuel mental specialized hospital. There were a total of 393 participants selected by a
systematic random sampling technique. Data were collected through a self-administered
questionnaire including a medication adherence report scale, SERVQUAL statement
questionnaire, and Charleston psychiatric satisfaction scale for outpatients. One sample t-test
revealed that there was a significant difference between currently admitted outpatients in their
level of satisfaction and previously admitted outpatients. Currently admitted outpatients during
the study period were reported to have a lower level of satisfaction compared to previously
admitted outpatients. The result showed that assurance, responsiveness, and empathy were the
domains that predicted medication adherence, and assurance was the most predictor variable.
The study also found that there was a significant relationship between patient satisfaction and
medication adherence. The findings of the study further indicate that there was no significant
difference in participants’ sex and educational level in medication adherence. This study
concluded that both patient satisfaction and service quality need to be improved. Since the
Assurance, Responsiveness, and Empathy dimensions are key factors in patient adherence,
paying close attention to these dimensions may help patients stay on their drug regimens.
