scholarly journals Assessing service quality and customer behavioral responses in hospital outpatient services

2018 ◽  
Vol 10 (2) ◽  
pp. 98-116 ◽  
Author(s):  
Apostolos Giovanis ◽  
George Pierrakos ◽  
Ioannis Rizomyliotis ◽  
Spyridon Binioris
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Behavioral Responses ◽  
Outpatient Services ◽  
Content Type ◽  
Hospital Outpatient ◽  
Primary Health ◽  
Outpatient Departments

Purpose In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured model of service quality for primary health-care services provided by hospital outpatient departments. The index’s empirical validity is examined by investigating the strength of its relationship with certain behavioral responses such as patient satisfaction and behavioral intentions. Design/methodology/approach Data were collected through a stratified random sampling from eight hospital outpatient departments in Greece. Covariance-based structural equation modeling techniques were used to validate the proposed service quality index and further investigate its effect on patient satisfaction and behavioral intention. Findings The data analysis indicated that the proposed formative index is fully functional with medical care being the factor and mostly contributes to service quality perception, followed by administrative service and staff performance, and facilities condition and nursing care. It, further, confirmed the partial mediating role of satisfaction, as it enhances the high impact of service quality on behavioral intentions. Research limitations/implications The relationships among hospital outpatient departments service quality, patient satisfaction and behavioral intentions were validated with data from one country and a health-care system which is state driven and funded. Practical implications An understanding of hospital primary health-care service quality formation is important to health-care decision makers because it offers them the opportunity to consider patients’ needs and wants, and takes the appropriate actions for improving the relevant underling procedures in a more efficient manner to achieve favorable behavioral responses. Originality/value The paper manages to propose and empirically evaluate a formatively measured approach of service quality and investigate the effects of the proposed index on patient satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece.

Service quality of hospital outpatient departments: patients’ perspective

2015 ◽  
Vol 28 (8) ◽  
pp. 778-790 ◽  
Author(s):  
Ehsan Zarei
Keyword(s):  
Service Quality ◽  
Outpatient Service ◽  
Outpatient Services ◽  
Validity And Reliability ◽  
Content Type ◽  
Hospital Outpatient ◽  
Physician Consultation ◽  
Outpatient Departments ◽  
Patients Perspective

Purpose – Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of this paper is to assess the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients’ perspective. Design/methodology/approach – This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications. Findings – Eight significant factors were extracted for outpatient service quality, which explained about 67 per cent of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients’ perception of outpatient service quality was 3.89 (±0.60). About 59.5 per cent of patients assessed the quality of outpatient services as good, 38.2 per cent as moderate, and 2.3 per cent as poor. Practical implications – The instrument developed for this study is valid and reliable, and it can help hospital managers to identify the areas needing improvement and correction. Originality/value – According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centres were of adequate quality, based on patient assessments.

Patient satisfaction in the context of public–private partnerships

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amani Mallat ◽  
Demetris Vrontis ◽  
Alkis Thrassou
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Performance Measurement ◽  
Hospital Performance ◽  
Theoretical Research ◽  
Public Private Partnerships ◽  
Content Type ◽  
Measurement Framework ◽  
Qualitative Performance

Purpose This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation. Design/methodology/approach This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors. Findings The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals. Practical implications The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework. Originality/value This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India

2016 ◽  
Vol 10 (1) ◽  
pp. 48-74 ◽  
Author(s):  
Rama Krishna Naik Jandavath ◽  
Anand Byram
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Indirect Effect ◽  
Health Care Service ◽  
The Body ◽  
Behavioural Intention ◽  
Content Type ◽  
Behavioural Intentions ◽  
Academic Knowledge

Purpose The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India. Design/methodology/approach Based on Parasuraman et al.’s SERVQUAL variables, the study tried to identify the effects of each variable to patient satisfaction and behavioural intentions. Data were collected through systematic random sampling among 500 in-patients of corporate hospitals with minimum four days stay were considered for the in-patients’ sample. Structural equation modelling technique was used to investigate the effect of HCSQ dimensions on patient satisfaction and behavioural intention. Findings The findings suggest that in addition to “patient satisfaction”, the only HCSQ dimension that directly affects behavioural intention is “empathy”. In addition, “empathy” affects “responsiveness”, “assurance” and “tangibles” which, in turn, have only an indirect effect to behavioural intention through “patient satisfaction”. Research limitations/implications This research investigated the HCSQ dimensions effects on patient satisfaction and behavioural intention from the perspective of patients and corporate hospitals run by the private players. This paper contributes to the body of academic knowledge by shedding more light into the role of HCSQ dimensions, and especially “empathy”, in the intentions for corporate hospital patients. Practical implications An understanding of the direct and indirect effect of HCSQ dimensions on patient satisfaction and behavioural intentions is important to corporate hospital marketing managers because it offers them the opportunity to take certain actions for improving patients’ satisfaction and these actions increase their intention to revisit. Originality/value The paper manages to investigate the effects of HCSQ dimensions on patient satisfaction and behavioural intention, especially in the health-care marketing sector.

Analyzing perceived healthcare service quality on patient related outcomes

2016 ◽  
Vol 8 (4) ◽  
pp. 478-497 ◽  
Author(s):  
Aygül Turan ◽  
Tuba Bozaykut-Bük
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Service ◽  
Management Approach ◽  
Total Quality ◽  
Reliability Factor ◽  
Content Type ◽  
Perceived Service Quality ◽  
Children's Diseases

Purpose Through the lens of a total quality management approach, this paper aims to examine the effects of health-care service quality on patient satisfaction, repatronage intention (RI) and positive word-of mouth (PWOM) at a public hospital specialized in women and children’s diseases. The contribution is to measure and compare patient expectations and perceptions related to the public health service quality. Design/methodology/approach A structured questionnaire was distributed to in-patients who stayed at a public training and research hospital for at least three days. To analyze the relationship between variables, multiple regression analysis was used. To test the difference between expected and perceived service quality, the paired-sample t-test was used. Findings The findings provided empirical evidence that perceived service quality significantly influenced patient satisfaction, RI and PWOM. The “responsiveness and reliability” factor was found to be the most influential on patient RI and PWOM. The “tangibility” dimension had the strongest influence on patient satisfaction. Practical implications The results reveal that a reliable and responsive service, empathic personnel behaviors and appropriate tangibles are the outstanding factors for high levels of patient satisfaction, RI and PWOM. Originality/value Although the concepts of perceived service quality, patient satisfaction, RI and PWOM are explored frequently in service literature, there are few researches that focus on specialized health services for women and children’s diseases. By evaluating the service quality, it is hoped to provide an insight to health-care managers about the service quality dimensions and their relationship with patient satisfaction, RI and PWOM, specifically based on women patients.

scholarly journals Effect on Dimensions of Health Services to Inpatient Satisfaction at Primary Health Care

2021 ◽  
Vol 8 (2) ◽  
pp. 71
Author(s):  
Ayu Rahajeng Dianing Negari ◽  
Annisa Nurida ◽  
Musa Ghufron ◽  
Muhammad Anas
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Health Services ◽  
Service Quality ◽  
Health Care Providers ◽  
Health Workers ◽  
Care Providers ◽  
Five Dimensions ◽  
Primary Health

Background: Satisfaction is a feeling that the consumers feel when the service they receive meets or surpass their expectations. Public satisfaction with health care services is still a significant issue for health institutions in improving the service quality. Despite various efforts that health care providers have made, some residents in an area were unsatisfied with the health services in their environment.Objective: To determine the effect of the dimensions of health service quality on patient satisfaction at the Primary Health Care 1 Melaya, Jembrana, BaliMethod: Analytical observational study, a cross-sectional design. The total sample was 70 respondents. Data collection was performed using questionnaires. Multiple linear regression was used to analyze the average value of patient satisfaction based on the five dimensions of quality of health care.Result: The dimensions of tangibility, responsiveness, assurance, and empathy have a significance value (p<0.05), while the reliability dimension has no significance value (p>0.05). So the formula used to predict patient satisfaction with health services received is as follows:y = 0,352+0,295*X1–0,104*X2–0,201*X3+0,334*X4+0,180*X5The dimension of health services that has the largest influence on the satisfaction of inpatients is assurance. Patients feel assured and satisfied when the health workers communicate their expertise and competencies before doing their work.Conclusion: Tangibility, reliability, responsiveness, and assurance were four of five dimensions of health services that have significantly influenced the satisfaction of inpatients.

How does online doctor–patient interaction affect online consultation and offline medical treatment?

2019 ◽  
Vol 120 (1) ◽  
pp. 196-214 ◽  
Author(s):  
Wen Xing ◽  
Ping Yu Hsu ◽  
Yu-Wei Chang ◽  
Wen-Lung Shiau
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Research Model ◽  
Content Type ◽  
Perceived Justice ◽  
Face To Face ◽  
Online Consultation ◽  
Patient Interaction ◽  
Positive Effect

Purpose The purpose of this paper is to investigate factors that influence the patients’ intentions to visit doctors face-to-face for consultations from the perspective of online doctor–patient interaction. Justice theory, SERVQUAL and the halo effect are integrated to develop a research model based on the performance-evaluation-outcome framework. The authors hypothesize that perceived justice and service quality are the significant factors in reflecting the performance of online doctor–patient interaction, which influences patient satisfaction evaluation and online and offline behavioral intentions. Design/methodology/approach The study conducted an online survey to collect data. Patients on a healthcare consulting website were invited to participate in the survey. The research model and hypotheses were tested with 254 collected data from patients and analyzed using the partial least squares method. Findings The results show that perceived justice and service quality have a positive effect on patient satisfaction, and satisfaction and the intention of online consultation have a positive effect on the intention of face-to-face consultation. Practical implications This study offers suggestions on how doctors interact with patients and build their brand image. The findings also offer effective insights into improving doctors’ online services to retain patients and even encourage patients to go to clinics. Originality/value Online health consultation is one of the most popular online health services and is growing quickly. After patients consult online doctors, they are able to visit their doctors in person for further diagnosis and treatment if they have the need. This study investigates how patients’ online interactive experience influences their offline behavioral intentions, which are different from most of the past literature on eHealth.

scholarly journals Analysis of Factors Affecting Patient Satisfaction JKN Non PBI at Primary Health Care in East Jakarta District 2016

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Cahya Arbitera ◽  
Amal Chalik Sjaaf ◽  
Wahyu Sulistiadi
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Primary Health Care ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Community Empowerment ◽  
P Value ◽  
Satisfaction Level ◽  
Cross Sectional ◽  
Primary Health

Health development in the period 2015-2019 is Indonesia Sehat program with the goal to improve the health and nutritional status of the community through health and community empowerment efforts which are supported with financial protection and health care equity. Social Health Security Agency (BPJS) as JKN organizers estimate in 2015 is a deficit of more than 6 trillion rupiahs. In 2016, the deficit is estimated to be 11 trillion rupiahs. This study used a cross-sectional study design. The population in this study were outpatients at the sub-district Kramat Jati and Pasar Rebo primary health care with the total number of 800 people and studied sample of 100 people. Patient satisfaction in this study has mean score of 43,06. Education variable; job and services are not significantly affects patient satisfaction JKN Non PBI at East Jakarta district primary heallth care. In conclusion, dimension of punctuality; convenience in obtaining services and ease in obtaining services most influence on patient satisfaction JKN Non PBI in East Jakarta district primary health care with the p value = 0,000 < 0,05. In addition, politeness and friendliness within the service still have big influence on patient satisfaction bicause it is important factors on patient satisfaction. Therefore, the author gives some recommendations to appropriate and thorough improvement added with upgrading to the punctuality of service, conducting a survey of patient satisfaction by BPJS and primary health care, disseminating the research results regarding the effect of service quality on patient satisfaction level, further and in-depth research needs to be done related to the effect on service quality dimension to JKN patient satisfaction level in all primary health care included in East Jakarta district, especially at primary health care which has never been conducted with survey and research on JKN patient satisfaction level.

Patient satisfaction with the quality of care in Ghana’s health-care institutions

2019 ◽  
Vol 13 (2) ◽  
pp. 160-170 ◽  
Author(s):  
Aaron Asibi Abuosi ◽  
Mahama Braimah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Service Delivery ◽  
National Survey ◽  
Health Care Facilities ◽  
Health Facilities ◽  
Content Type ◽  
Care Facilities

Purpose The purpose of this study was to examine patient satisfaction with the quality of care in Ghana’s health-care facilities using a disaggregated approach. Design/methodology/approach The study was a cross-sectional national survey. A sample of 4,079 males and females in the age group of 15-49 years were interviewed. Descriptive statistics, principal component analysis and t-tests were used in statistical analysis. Findings About 70 per cent of patients were satisfied with the quality of care provided in health-care facilities in Ghana, whereas about 30 per cent of patients were fairly satisfied. Females and insured patients were more likely to be satisfied with the quality of care, compared with males and uninsured patients. Research limitations/implications Because data were obtained from a national survey, the questionnaire did not include the type of facility patients attended to find out whether satisfaction with the quality of care varied by the type of health facility. Future studies may, therefore, include this. Practical implications The study contributes to the literature on patient satisfaction with the quality of care. It highlights that long waiting time remains an intractable problem at various service delivery units of health facilities and constitutes a major source of patient dissatisfaction with the quality of care. Innovative measures must, therefore, be adopted to address the problem. Originality/value There is a paucity of research that uses a disaggregated approach to examine patient satisfaction with the quality of care at various service delivery units of health facilities. This study is a modest contribution to this research gap.

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