EKWE JONAL

The escalating expectation for top-quality health services among the general public, government, healthcare providers, and other stakeholders can be understood through the lens of criminology, particularly in the context of social control and institutional accountability. From a criminological perspective, the rising demand for high-quality healthcare can be seen as a form of social control, where the public and other stakeholders exert pressure on healthcare providers and government institutions to prioritize patient safety, quality care, and accountability. The main objective of this study was to assess the quality of health service delivery at BSUTH, Makurdi. The descriptive cross sectional study was used to assess client perception of service quality. The study population was the clients attending the BSUT. A sample size of 384 was considered with the appropriate sample size determination out of which 356 questionnaires were returned for analysis. A multi-stage sampling method was used for the study. A customized SERVQUAL questionnaire was adapted for the study. The tool has been validated for use in the health sector. The five standards in evaluating service top quality like tangibles, reliability, responsiveness, assurance and also empathy. The data collected was entered and analysed with EPI INFO 2002 version 3. The frequency and Standard deviation were used for the various domains of service quality. The study found that tangibles, Reliability, responsiveness, assurance and also empathy as measured were relatively low, weak and poor. It was recommended among others that the government and the relevant authorities should quickly intervene for an improved and standardized medical service to the people.

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