Is patient satisfaction and perceived service quality with musculoskeletal rehabilitation determined by patient experiences?

2012 ◽  
Vol 27 (6) ◽  
pp. 555-564 ◽  
Author(s):  
Francesc Medina-Mirapeix ◽  
Francisco J Jimeno-Serrano ◽  
Pilar Escolar-Reina ◽  
M Elena Del Baño-Aledo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Experiences ◽  
Perceived Service Quality ◽  
Musculoskeletal Rehabilitation

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.

Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

2020 ◽  
pp. 095148482096230
Author(s):  
Udita Taneja
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Empirical Studies ◽  
Healthcare Sector ◽  
Healthcare Organizations ◽  
Perceived Service Quality ◽  
Patient Loyalty ◽  
Large Numbers ◽  
The Impact

Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.

A Study of Brand Image, Perceived Service Quality, Patient Satisfaction and Behavioral Intention among the Medical Tourists

2014 ◽  
Vol 2 (2) ◽  
pp. 32-43
Author(s):  
Cham Tat Huei ◽  
Lim Yet Mee ◽  
Aik Nai Chiek
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Medical Tourism ◽  
Brand Image ◽  
Empirical Studies ◽  
Positive Influence ◽  
Behavioural Intention ◽  
Perceived Service Quality ◽  
Quota Sampling

Objective- –This paper aims to examine the importance of brand image, and its impact on hospital service quality as perceived by the medical tourists. Moreover, this paper also evaluates the interrelationships among perceived service quality, patient satisfaction, and behavioural intention. Methodology/Technique – Based on quota sampling method, a questionnaire survey was used to collect data from 400 medical tourists to test the hypothesized relationships in this study. This paper contributes to the understanding about the importance of food allergy awareness among public. Findings – The findings from this study indicate that brand image has a significant positive influence on perceived service quality; and brand image is significantly and positively related to medical tourists' behavioural intention (i.e., their revisit intention). The findings also show that level of satisfaction partially mediates the relationship between service quality and behavioural intention among medical tourists. Novelty – This study is one of the very few empirical studies that examine the importance of brand image in the context of medical tourism. Moreover, this study is also one of the few studies that addressed patient satisfaction as a mediator in the healthcare context. Type of Paper Empirical Keywords: Brand Image, Service Quality, Patient Satisfaction, Behavioral Intention, Medical Tourism

Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan

2016 ◽  
Vol 33 (5) ◽  
Author(s):  
Asma Shabbir ◽  
Shahab Alam Malik ◽  
Shujah Alam Malik
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Design Methodology ◽  
Public And Private ◽  
Perceived Service Quality ◽  
Patient Loyalty ◽  
Public And Private Sector ◽  
The Relationship ◽  
Practical Implications

Purpose This study aims to explore the relationship between healthcare perceived service quality (HCSQ) and patient loyalty. Mediating role of patient satisfaction is also assessed between HCSQ and patient loyalty. Design/methodology/approach A sample of 600 was gathered using stratified random sampling technique from inpatients of public and private sector hospitals of Pakistan through self-administered questionnaire, and was analyzed through regression analysis. Findings Findings indicate that healthcare perceived service quality has a significant positive effect on patients’ loyalty. Patient satisfaction also mediates the relationship between HCSQ and patient loyalty. Findings state that there is a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals. Differences suggest that the patients of private sector hospitals were found more satisfied than their counterparts. Practical implications The results indicate that hospital managers should have knowledge about the perceptions and satisfaction of patients as it leads to a step towards introducing reforms in the quality of healthcare sector. Originality/value No such particular research in literature has been made earlier in Pakistan’s context which has assessed the perceptions of patients in terms of HCSQ dimensions as being addressed in this study. Thus, this study endeavors to fill that gap in terms of measuring healthcare services provided by both public and private sector hospitals. Outcomes of this study will enable hospitals’ managers to get a better understanding towards stronger as well as weaker aspects of service quality, and will help in observing factors which contribute towards patients’ satisfaction and patient loyalty in building long term relationships between hospital and patients.

Hospital service quality as antecedent of patient satisfaction – a conceptual framework

2018 ◽  
Vol 12 (3) ◽  
pp. 251-269 ◽  
Author(s):  
Swapnarag Swain ◽  
Nirmal Chandra Kar
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Behavioural Intention ◽  
Hospital Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Of Outcome

Purpose The purpose of this paper is to explore dimensions of perceived service quality in hospitals and to develop a conceptual framework showing relationship between hospital service quality, patient satisfaction and their behavioural intention. Design/methodology/approach This paper is based on extensive review of existing literature on hospital service quality, patient satisfaction and behavioural intention. Critical analysis of these literature studies has resulted in determining and defining the dimensions of perceived service quality and establishing relationship between hospital service quality, patient satisfaction and behavioural intention. Findings This study has identified six major areas through which patients perceive quality of service in hospitals. These six areas are technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, social support quality. Further 20 dimensions of hospital service quality are identified under these 6 major areas. These are clinical procedure, quality of outcome, admission, discharge, waiting time, patient safety, billing and price, follow-up, ambience, availability of resources, accessibility, food, staff attitude, personalised attention, information availability, staff competency, trustworthiness, staff diversity, hospital image and social responsibility. The conceptual framework proposes direct relationship between service quality, patient satisfaction and behavioural intention. Originality/value Though many studies have been conducted on hospital service quality, none of them has been able to project all the possible dimensions to measure the same. The “6-Q framework” developed by this study explores all the possible dimensions of perceived service quality in hospitals.

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