A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania

2021 ◽  
Author(s):  
Florin Radu ◽  
Valentin Radu ◽  
Mirela Cătălina Turkeș ◽  
Oana Raluca Ivan ◽  
Alina Iuliana Tăbîrcă
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospitals ◽  
Quality Perceptions

scholarly journals PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

2008 ◽  
Vol 1 (1) ◽  
pp. 49
Author(s):  
Febry Adhiana
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Professionals ◽  
Public Hospitals ◽  
Human Beings ◽  
Private Hospitals ◽  
Public And Private ◽  
Revisit Intention ◽  
Public And Private Hospitals

<p>Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.<br />Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.<br />Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.<br />Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.</p>

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

scholarly journals Service Quality and Patient Satisfaction in Public Hospitals A Study of District Pulwama and Shopian in JandK

2018 ◽  
Vol Volume-2 (Issue-4) ◽  
pp. 145-152
Author(s):  
Suheel Azad ◽  
Mohd. Ashraf Mir ◽  
Dr. R C Gupta | Dr.Vibha Doorwar | Dr. Damsaz Indrabi ◽  
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospitals

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

scholarly journals The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals

2020 ◽  
Vol VIII (Issue 3) ◽  
pp. 461-477
Author(s):  
Wenxin ◽  
W. ◽  
Bentum-Micah ◽  
G. ◽  
Zhiqiang ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Public Hospitals ◽  
Chinese Public

Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector

2017 ◽  
Vol 30 (5) ◽  
pp. 477-488 ◽  
Author(s):  
Selim Ahmed ◽  
Kazi Md. Tarique ◽  
Ishtiaque Arif
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Age Groups ◽  
Health Sector ◽  
Young Patients ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Content Type ◽  
Hospital Patients ◽  
Response Rate Data

Purpose The purpose of this paper is to investigate service quality, patient satisfaction and loyalty in Bangladesh’s healthcare sector. It identifies healthcare quality conformance, patient satisfaction and loyalty based on demographics such as gender, age and marital status. It examines the differences between public and private healthcare sectors regarding service quality, patient satisfaction and loyalty. Design/methodology/approach The authors distributed 450 self-administered questionnaires to hospital patients resulting in 204 useful responses (45.3 per cent response rate). Data were analysed based on reliability analysis, exploratory factor analysis, independent samples t-tests, ANOVA and discriminant analysis using SPSS version 23. Findings Findings indicate that single patients perceive tangibles, reliability, empathy and loyalty higher compared to married patients. Young patients (⩽20 years) have a higher tangibles, empathy and loyalty scores compared to other age groups. The authors observed that private hospital patients perceive healthcare service quality performance higher compared to patients in public hospitals. Research limitations/implications The authors focussed solely on the Bangladesh health sector, so the results might not be applicable to other countries. Originality/value The findings provide guidelines for enhancing service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector and other countries.

SATISFACTION OF PATIENTS WHO USE MEDICAL SERVICES IN PUBLIC HOSPITALS IN CAN THO CITY

2017 ◽  
pp. 138-145
Author(s):  
Minh Chu Cao ◽  
Van Thang Vo ◽  
Tan Dat Nguyen ◽  
Thanh Hung Vo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Outpatient Service ◽  
Cross Sectional Study ◽  
Public Hospitals ◽  
Public Health Services ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Can Tho City

Objectives: To assess patients’ satisfaction with using public health services in public hospitals in Can Tho city according to the new 2016 criteria and compare the patient satisfaction in 7 public hospitals in Can Tho and Can Tho city according to the Health Ministry’s 2016 patient satisfaction survey. Materials and Methods: A cross-sectional study was applied to assess the service quality of 7 general public hospitals in Can Tho City with the study subjects included 1069 outpatient and 882 inpatient. Results: The average of patients’ satisfaction with outpatient and residential services in 7 hospitals at the district and provincial levels was only at 4 (satisfied or good). Most hospitals meet about 80% of patients’ expectations. More than 95% of the patients are likely to return, or will come back or refer others to the hospitals. However, there are still some patients who rate some very dissatisfactory or very poor and unhappy or poor criteria, and some patients are unlikely to return or refuse to come back. The difference in satisfaction between hospitals is statistically significant (p<0.001). Conclusion: In order to improve patients’ satisfaction with public hospitals in Can Tho city, interventions should be developed to improve the quality of hospitals. Attention should be paid to the implementation of hospital training sessions on improving service quality and patient satisfaction. Key words: Satisfaction, inpatient, outpatient, Service, Medical, Can Tho

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