CHARACTERIZING QUALITY HEALTHCARE SERVICES IN PUBLIC HOSPITALS USING EXPLORATORY FACTOR ANALYSIS

ABSTRACT: This study aimed to identify the factors influencing the quality of health services in public hospitals in the SOCCSKSARGEN region using a mixed-method approach, survey, and exploratory factor analysis (EFA). A researcher-made instrument, pretested for reliability and validity, was used to collect data. The survey involved 250 respondents, while thematic analysis included 30 key informants. Findings revealed three crucial factors influencing patient satisfaction. The first, financial/billing and emotional aspects, accounted for 35.858% of the total variance, shaping patient perceptions. The second, operational factors like waiting time and hospital cleanliness, contributed 49.95%. The third, comfort and accessibility—including staffing, training, space, and equipment—accounted for 34.35%, accumulating to 45.138% of total variance. The KMO Measure of Sampling Adequacy (0.933) and Bartlett’s Test confirmed data suitability. Model path analyses showed full and partial mediation effects between healthcare quality components and patient satisfaction. Seven major themes emerged from the qualitative data, leading to recommendations: improve financial assistance and billing transparency, reduce waiting times, enhance cleanliness, increase patient-provider interaction, upgrade facilities, and ensure emergency systems and parking availability. These findings underscore that healthcare quality is a multifaceted issue intertwined with operational processes and patient-centered care, offering actionable insights for improving public hospital services in the region.

KEYWORDS : healthcare quality, exploratory factor analysis, patient experience, Philippines, public hospitals, SOCCSKSARGEN region