Service Quality, Customer (Patient) Satisfaction and Behavioural Intention in Health Care Services: Exploring the Indian Perspective

2013 ◽  
Vol 15 (1) ◽  
pp. 29-44 ◽  
Author(s):  
Arjun Murti ◽  
Aashish Deshpande ◽  
Namita Srivastava
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Services ◽  
Behavioural Intention ◽  
Care Services ◽  
Indian Perspective

A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals

2011 ◽  
Vol 2 (4) ◽  
pp. 43-56 ◽  
Author(s):  
Abbas Al-Refaie
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Hospital Stay ◽  
Health Care Services ◽  
Hospital Performance ◽  
Security Culture ◽  
Care Services ◽  
Revisit Intention ◽  
Stay Hospital

By measuring to what extent hospitals meet or exceed patient’s expectations, hospital managers can determine the needed service design and delivery improvements that contribute to patient satisfaction and revisit intention. It is necessary to evaluate quality of health care services from patient perspective. This research investigates the factors, including hospital performance, hospital stay, hospital facilities, interaction with patients, service quality, and patient security culture, that affect significantly patient satisfaction and revisit intention in Jordanian hospitals using structural equation modeling. Data were collected from five main hospitals. The results showed that hospital performance has no significant effect on patient satisfaction and revisit intention. This result indicates that the patients are facing troubles in admission, registration, waiting time, and response time for results of medical tests. Also, the hospital stay, hospital facilities, service quality, and patient security culture are found significantly important in achieving patient satisfaction and revisit intention. Further, the interaction with patients’ requirements and needs significantly related to service quality and hospital stay. These results shall provide policy and planning manager a great assistance in determining the factors that improve hospital performance, maintain quality medical services, and plan future improvements in the design and development of medical health care services in Jordan.

A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals

2013 ◽  
pp. 136-147 ◽  
Author(s):  
Abbas Al-Refaie
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Hospital Stay ◽  
Health Care Services ◽  
Hospital Performance ◽  
Security Culture ◽  
Care Services ◽  
Revisit Intention ◽  
Stay Hospital

By measuring to what extent hospitals meet or exceed patient’s expectations, hospital managers can determine the needed service design and delivery improvements that contribute to patient satisfaction and revisit intention. It is necessary to evaluate quality of health care services from patient perspective. This research investigates the factors, including hospital performance, hospital stay, hospital facilities, interaction with patients, service quality, and patient security culture, that affect significantly patient satisfaction and revisit intention in Jordanian hospitals using structural equation modeling. Data were collected from five main hospitals. The results showed that hospital performance has no significant effect on patient satisfaction and revisit intention. This result indicates that the patients are facing troubles in admission, registration, waiting time, and response time for results of medical tests. Also, the hospital stay, hospital facilities, service quality, and patient security culture are found significantly important in achieving patient satisfaction and revisit intention. Further, the interaction with patients’ requirements and needs significantly related to service quality and hospital stay. These results shall provide policy and planning manager a great assistance in determining the factors that improve hospital performance, maintain quality medical services, and plan future improvements in the design and development of medical health care services in Jordan.

Health care services in Punjab: Findings of a patient satisfaction survey

Social Change ◽  
2008 ◽  
Vol 38 (3) ◽  
pp. 458-477 ◽  
Author(s):  
Pawan Kumar Sharma ◽  
Shaik Iftikhar Ahmed ◽  
Manisha Bhatia
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Care Services ◽  
Satisfaction Survey ◽  
Patient Satisfaction Survey ◽  
Care Services

scholarly journals Public psychiatric services: job satisfaction evaluation

2007 ◽  
Vol 30 (1) ◽  
pp. 38-41 ◽  
Author(s):  
Sergio Ishara ◽  
Marina Bandeira ◽  
Antonio Waldo Zuardi
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Professionals ◽  
Health Care Services ◽  
Psychiatric Hospitals ◽  
Work Conditions ◽  
Satisfaction Scale ◽  
Care Services ◽  
Satisfaction Evaluation ◽  
Student’S T

OBJECTIVE: To investigate the satisfaction of health-care professionals in inpatient and outpatient psychiatric hospitals of a Brazilian medium-sized city. METHOD: The study evaluated 136 health-care professionals from six hospitals; of which two were outpatient hospitals, two general hospitals, and two psychiatric hospitals. All professionals answered the Brazilian Mental Health Services' Staff Satisfaction Scale. RESULTS: An average satisfaction score of 3.26 was observed, which is situated between indifference (level 3) and satisfaction (level 4). Factors "service quality" (3.48) and "relationships at work" (3.48) showed higher scores compared to "service participation" (3.20) and "work conditions" (2.97) (p < 0.001). The female patient unit in the psychiatric hospital presented lower satisfaction scores (p < 0.001). Satisfaction was higher in the category "technicians" compared to "physicians" and "nurses" (p = 0.004). Moreover, day workers reported higher satisfaction compared to night workers regarding "service quality" and "service participation" (Student's t, p = 0.01 and p = 0.007). DISCUSSION AND CONCLUSION: Results show an intermediate level between indifference and satisfaction with services, with higher scores regarding care provided to the patients. Comparisons among the studied facilities revealed the numerous factors involved in determining one's satisfaction. They suggest advancements and reform measures likely to occur in the region's psychiatric health-care services. Monitoring satisfaction proved useful in predicting service quality improvements.

The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

2020 ◽  
Vol 12 (4) ◽  
pp. 541-558
Author(s):  
Kim Piew Lai ◽  
Yuen Yee Yen ◽  
Chong Siong Choy
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Structural Equation ◽  
Health Care Services ◽  
Health Care Service ◽  
Content Type ◽  
Care Services ◽  
Revisit Intention ◽  
Medical Fees ◽  
Perceived Price

Purpose This paper aims to investigate the effects of service quality and perceived price (monetary and behavioural price) on the revisit intention of patients to hospitals, as well as the mediating role of perceived price on the relationship between service quality and revisit intention. Design/methodology/approach This paper distributes questionnaires to outpatients in three major cities in Malaysia, namely, Penang, Melaka and Johor. Patients who were in the foyer, dispensary area and waiting area were intercepted where their responses were sought. The responses obtained from 400 patients were analysed using the structural equation modelling technique. Besides analysing the path coefficients, this study has examined the common method variance, bias and indirect effects of the relationships. Findings The results suggest that patients pay more attention to certain values in their search for the best health-care service and subsequently move on to new values. Pricing is an effective strategy to promote favourable behavioural intentions amongst patients. Better service quality is reflected in the reasonableness of monetary costs incurred by patients in acquiring health-care services. Patients who received poor services will be more likely to compare such services to the medical costs incurred to ascertain the worthiness of the amount paid. In addition, service quality also influences how patients perceive spending their time and efforts (waiting for nurses and physicians, as well as queueing in hospitals) as worthy and vice-versa. Their revisit intention will also be affected by the extent of which they invest their time, energy and efforts to search for relevant information. Practical implications The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity. This is imperative in view of the pricing structure which can be relatively complex in subsequent follow-up treatments that may affect the decision of patients on the sources of health-care services. Originality/value Given the inevitable increase in medical fees, the perceived price can be a key determinant to the overall judgement patients had in terms of the health-care services received and the time and efforts sacrificed. However, the importance of monetary price and the behavioural price is still relatively unstudied, particularly their influence on revisit intention in the health-care setting.

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.

Service and quality of medical services

10.12737/8242 ◽  
2014 ◽  
Vol 8 (8) ◽  
pp. 3-12
Author(s):  
Елена Данилина ◽  
Elena Danilina ◽  
Екатерина Яковлева ◽  
Ekaterina Yakovleva ◽  
Татьяна Бутова ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Care Services ◽  
Health Care Organizations ◽  
Perceived Quality ◽  
Medical Services ◽  
Care Services ◽  
Medical Institutions

The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behaviors of consumers of budgetary medical services organizations, develop a model of consumer activities, which differs from the existing ones that along with the economic component the model is complemented with communication components. The approbation of the authors´ model for health care services shows a characteristic pattern of consumer activity of budgetary organizations. The article highlights the factors of subjective judgment of health care consumers in assessing perceived quality. Based on the study of patient satisfaction the authors develop a hierarchical model of the perceived quality of health services, as well as the place of services defined in the model.

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