The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry

This study aimed to measure the impact of perceived health care service quality on patient satisfaction at a major government hospital in Jordan. For this purpose, the study developed an instrument based on modified ‘SERVQUAL’ using five service quality dimensions, namely: empathy, tangible, reliability, responsiveness and assurance. A survey was conducted to collect data with a total of 448 outpatient participants. Statistical techniques such as descriptive and inferential statistical techniques were employed to test the hypotheses. Results show that there is an impact of perceived health care service quality on overall patient satisfaction. Reliability had the most influence, followed by empathy and assurance. The study provided a set of recommendations.

Download Full-text

Impact assessment of accreditation in primary and secondary public Healthcare Institutions in the State of Kerala, India

10.1101/2020.05.30.20117432 ◽

2020 ◽

Author(s):

Sindhu Joseph

Keyword(s):

Patient Satisfaction ◽

Primary Healthcare ◽

Positive Impact ◽

Quality Care ◽

Healthcare Delivery ◽

Public Healthcare ◽

Healthcare Facilities ◽

Medical Quality ◽

Quality Dimensions ◽

The Impact

AbstractObjectivesThis study examines the impact of accreditation on the quality of public healthcare delivery in primary and secondary healthcare facilities in Kerala, India.Study DesignA cross-sectional study.SettingKerala State, IndiaParticipantsParticipants are the in-patients (621) who are admitted in medical wards at accredited (312) and non-accredited (309) public healthcare facilities.Main Outcome MeasuresTen constructs used in the study, overarching the quality healthcare delivery, adapting previous studies, SERVQUAL, and Donabedian’s SPO models, are Physical Facility, Admission Services, Patient centeredness, Accessibility of Medical Care, Financial Factors, Professionalism, Staff Services, Medical Quality, Diagnostic Services, and Patient Satisfaction.MethodsThe study employed a positivist approach using a survey questionnaire. The study was conducted from July 2017 to July 2018, using stratified random sampling consists of the four strata; GHs, W&C hospitals, THQHs/THs and CHCs.ResultsAccreditation has a positive impact on patient satisfaction and other quality dimensions, overarching structural and procedural quality in primary healthcare facilities under the public sector in Kerala. Conversely, accreditation has not improved the quality dimensions in secondary healthcare facilities and thereby, the satisfaction of patients.ConclusionsIt cannot be assumed that accreditation is always associated with quality care in primary healthcare facilities. The implementation process must be systematic and must be regularly monitored to make it useful. Mere structural transformation through accreditation alone cannot guarantee patient satisfaction. Secondary healthcare facilities must be transformed into quality care centres through rhetoric action of the authorities concerned through organized efforts.

Download Full-text

The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

The International Seminar Series on Regional Dynamics Proceeding ◽

10.19184/issrd.v2i1.17467 ◽

2020 ◽

Vol 2 (1) ◽

pp. 01

Author(s):

Budiharto Budiharto

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Hospital Inpatient ◽

Patient Loyalty ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Quality Of Health Services ◽

The Impact

The focus of this study is on the influence of the quality of hospital inpatient health services according to the modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness, communication, infrastructural quality, emphaty and responsiveness have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel, healthscape, infrastructural quality does not have a significant effect. Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

Download Full-text

Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

The TQM Journal ◽

10.1108/tqm-12-2019-0274 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Evangelos Psomas ◽

Nancy Bouranta ◽

Maria Koemtzi ◽

Efthalia Keramida

Keyword(s):

Public Sector ◽

Service Quality ◽

Linear Regression Analysis ◽

Policy Decision ◽

Content Type ◽

Citizen Satisfaction ◽

The Public ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

The Impact

PurposeCitizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.Design/methodology/approachA questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.FindingsAccording to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.Originality/valueThe present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

Download Full-text

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

Social Behavior and Personality An International Journal ◽

10.2224/sbp.8899 ◽

2020 ◽

Vol 48 (8) ◽

pp. 1-14

Author(s):

Xi Chen ◽

Qing Fang ◽

Zhenyuan Wang

Keyword(s):

Word Of Mouth ◽

Brand Commitment ◽

Positive Word ◽

Individual Values ◽

Mediating Role ◽

Perceived Values ◽

Word Of Mouth Communication ◽

Positive Word Of Mouth ◽

The Impact ◽

The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

Download Full-text

The impact of perceived service quality dimensions on customer satisfaction

International Journal of Bank Marketing ◽

10.1108/ijbm-04-2016-0051 ◽

2017 ◽

Vol 35 (3) ◽

pp. 411-430 ◽

Cited By ~ 18

Author(s):

Rishi Kant ◽

Deepak Jaiswal

Keyword(s):

Public Sector ◽

Customer Satisfaction ◽

Service Quality ◽

Corporate Image ◽

Content Type ◽

Perceived Service Quality ◽

Public Sector Banks ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Download Full-text