Service quality within the health sector in Ghana has been of great concern to many. For years, the quality of
health services in hospitals has come under intense scrutiny and this has become more worrying in recent times.
This study was undertaken to assess perceived service quality in hospitals located in the Greater Accra Region of
Ghana. The research was a cross-sectional survey which employed the use of a modified SERVQUAL
questionnaire that was administered to 400 outpatients in the Greater Accra region of Ghana. Data obtained from
the study was analyzed quantitatively using descriptive statistics, exploratory factor analysis and multiple
regressions. Findings of the study revealed that, of the six dimensions used in the study, empathy, tangibility,
reliability and affordability were the most significant predictors of service quality in Ghanaian hospitals.
Although responsiveness and assurance are also considered in determining service quality, they were of less
significance in this study. Furthermore, empathy emerged as the best predictor of service quality.