Service quality perceptions and patient satisfaction: a study of hospitals in a developing country

Services have surpassed other sectors in terms of contributing to the economic growth and enhancing consumers lifestyle. Retail in particular is touching new horizons by being organised and modernized. Retail structure has undergone tremendous transformation. Retail has found a prominent place in consumers life by providing them with enriched experiences. However, the inviting retail sector is not left untouched by the powerful environmental forces. As the modern retail opens up possibilities of profit and expansion, it also carries with it the risks associated with management of complex retail operations and the ever-changing customer needs and demands. Researchers and practitioners have identified service quality as a key to gain competitive superiority and sustain effectively in the marketplace. In this background, the present paper seeks to explore the service quality perceptions across demographics in order to understand the differences among the customer segments and thereby uncover crucial service quality parameters for the retailers to empahsise upon.

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Island tourism: Participation behavior of tourists

Social Behavior and Personality An International Journal ◽

10.2224/sbp.8597 ◽

2020 ◽

Vol 48 (5) ◽

pp. 1-11

Author(s):

Hsiao-Ming Chang ◽

Ching-Hui Lin

Keyword(s):

Service Quality ◽

Information Sources ◽

Perceived Value ◽

Behavioral Model ◽

Positive Influence ◽

Marketing Strategies ◽

Destination Image ◽

Travel Information ◽

Quality Perceptions ◽

Intention To Revisit

There is a lack of empirical research on tourists' participation behavior in island tourism. Therefore, we developed a behavioral model of this type of participation, including the variables of travel information sources, destination image, service quality, satisfaction, and perceived value. We adopted convenience sampling to survey 430 tourists who had participated in marine recreational activities while visiting Jibei Island in Penghu, Taiwan. The results of partial least squares analysis show that travel information sources affected the island's image and the service quality perceptions of tourists; and the island's image, service quality, satisfaction, and perceived value had a positive influence on tourists' behavioral intention to revisit the island and recommend it as a travel destination to family and friends. Our findings provide a reference for island tourism operators to formulate marketing strategies.

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PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

Asian Journal of Pharmaceutical and Clinical Research ◽

10.22159/ajpcr.2018.v11i8.22262 ◽

2018 ◽

Vol 11 (8) ◽

pp. 450

Author(s):

Rejikumar G ◽

Archana Ks

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Patient Centeredness ◽

Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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The correlation of service quality and complaint handling with patient satisfaction

Unity in Diversity and the Standardisation of Clinical Pharmacy Services ◽

10.1201/9781315112756-33 ◽

2017 ◽

pp. 189-194

Author(s):

R.A. Oetari ◽

M.E. Sariwatin ◽

H. Basir ◽

C. Wiedyaningsih

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Complaint Handling

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Young clients’ attitudes to service quality at retail banks in a developing country

Banks and Bank Systems ◽

10.21511/bbs.12(1).2017.05 ◽

2017 ◽

Vol 12 (1) ◽

pp. 44-53

Author(s):

Nkululeko Praise God Zungu ◽

Roger B. Mason

Keyword(s):

Service Quality ◽

Developing Country ◽

Jel Classification ◽

Retail Banking ◽

Statistical Techniques ◽

University Campuses ◽

Quota Sampling ◽

Levels Of Service ◽

Retail Banks

The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL questionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being collected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or exceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a developing country, an aspect that has been under-researched. Keywords: service quality, retail banking, expectations, perceptions, customer satisfaction, loyalty, SERVQUAL, South Africa. JEL Classification: G21, L84, M31

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The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

Preventif : Jurnal Kesehatan Masyarakat ◽

10.22487/preventif.v10i1.115 ◽

2020 ◽

Vol 10 (1) ◽

pp. 1-12

Author(s):

Dwi Sitti Oktania

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

General Hospital ◽

Inpatient Care ◽

Sampling Technique ◽

Cross Sectional Study ◽

Cross Sectional ◽

Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

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

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v1i1.533 ◽

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

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. Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals. 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. 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.

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The Effect of Service Quality and Facilities against Satisfaction of Patients at Dental and Mouth Hospital Gusti Hasan Aman on Banjarmasin

Advances in Politics and Economics ◽

10.22158/ape.v3n1p15 ◽

2020 ◽

Vol 3 (1) ◽

pp. p15

Author(s):

Ibrahim Daud ◽

Dhelia

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Community Health Centers ◽

Family Doctors ◽

Significance Level ◽

Human Needs ◽

Simultaneous Test ◽

A Value ◽

The Times

Human needs are unlimited and continue to evolve with the times, in this modern era people are not only focused on the hierarchical needs (hierarchy needs) but also the need for health services. Health services can be obtained by the community through hospitals, polyclinics, community health centers (puskesmas) and family doctors. This study aims to analyze the effect of service quality (X1) and facilities (X2) on patient satisfaction (Y) in RSGM-GHA. The study was conducted on 4,988 patients who came for treatment at RSGM-GHA and 100 patients were taken as samples. The analytical method used is multiple linear regression statistical analysis with the help of the SPSS program. The results showed that the variable services quality and facilities provided by the Gt. Hasan Aman to patient gives satisfaction with t test value: service quality (X1) of 0.679 with a significant 0.499> 0.05 and t-count is smaller than t table 0.679 <1.988 which means that there is no influence. While facilities (X2) of 13,242> 1,988 with a significant level of 0.00 showed a significant effect on patient satisfaction. F-test or simultaneous test shows that together service quality variables (X1) and Facility variables (X2) influence with a value of 215,812 significance level of 0,000 and R square value of 0.817 which means that both variables are very strong influence by 81.7 percent.

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