scholarly journals relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital

2021 ◽  
Vol 5 (S3) ◽  
pp. 27-40
Author(s):  
Mohammad Abdallah Aladwan ◽  
Hayatul Safrah Salleh ◽  
Marhana Mohamed Anuar ◽  
Hosaam ALhwadi ◽  
Islam Almomani
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Healthcare Providers ◽  
Statistical Technique ◽  
Patient Loyalty ◽  
Improvement Programs ◽  
Positive Direct ◽  
The Impact

This study aimed to investigate the impact of perceived health care service quality on patient satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to gather data with a complete of 400 patients. To obtain the results and to analyse the hypothesis, the study used PLS-SEM Statistical technique. The findings showed that service quality had a positive direct effect on patient loyalty and patient satisfaction. Meanwhile, patient satisfaction mediated the relationship between service quality and patient loyalty. The study recommends that public hospital managers and healthcare providers should initiate continuous quality improvement programs and monitor healthcare quality to gain patient satisfaction patient and loyalty in return. Future studies may include other factors such as perceived value, trust, availability of hospital resources that can affect patient satisfaction and loyalty.

scholarly journals Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
Author(s):  
Arif Jameel ◽  
Muhammad Asif ◽  
Abid Hussain ◽  
Jinsoo Hwang ◽  
Mussawar Hussain Bukhari ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Care Service ◽  
Health Care Service ◽  
Equation Modeling ◽  
Mediating Role ◽  
The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

scholarly journals The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

2020 ◽  
Vol 13 (3) ◽  
pp. 234
Author(s):  
Victor Pratama ◽  
Sri Hartini
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Patient Loyalty ◽  
Mother And Child ◽  
Child Hospital ◽  
Perception Of Health ◽  
The Relationship

This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore,  patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital.

scholarly journals Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

2017 ◽  
Vol 12 (9) ◽  
pp. 136
Author(s):  
Rula Al-Damen
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Health ◽  
Statistical Techniques ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

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.

Does Perceived Service Quality Affect Patient Satisfaction?

2019 ◽  
Vol 3 (1) ◽  
pp. 45-57
Author(s):  
Afsana Akhtar ◽  
SSM Sadrul Huda ◽  
Segufta Dilshad
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Future Research ◽  
Private Hospitals ◽  
Public And Private ◽  
Perceived Service Quality ◽  
Public And Private Hospitals ◽  
The Impact

The healthcare industry is becoming highly competitive with an increasing number of private hospitals and clinics in Bangladesh. The general objective of this study is to evaluate the impact of assessment of different aspects of service quality on patient satisfaction considering the public and private hospitals and clinics of Dhaka, Bangladesh. The data was collected through a self-administered questionnaire. A purposive sampling method was used to identify the person who visited hospitals in the previous years' time. The sample size was 100. Both descriptive and inferential statistics were used. The results showed a positive relation between perceived service quality and patient satisfaction. According to this study, the two most important constructs of service quality that have an impact on customer satisfaction are interpersonal interactions and technical quality. The research also found a significant correlation among perceived health care service quality, patient satisfaction, and behavioural intention of the patient. Future research is recommended to test the hypothesis with larger sample.

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.

Experiencing health care service quality: through patient's eyes

2015 ◽  
Vol 39 (1) ◽  
pp. 109 ◽  
Author(s):  
Sharon Schembri
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Narrative Analysis ◽  
Care Service ◽  
Health Care Service ◽  
Patients Experience ◽  
Satisfaction Measures ◽  
Patient Stories

Objective The primary aim of the present study was to consider health care service quality from the patients’ perspective, specifically through the patient’s eyes. Method A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients’ eyes in an authentic and accurate, experiential manner. Results The findings show that there are variant and complex ways that patients experience health care service quality. Conclusion Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways. What is known about the topic? Patient satisfaction measures are increasingly used for benchmark and accreditation purposes. Measures of patient satisfaction are considered indicative measures of service quality and quality of care. However, the measurement of patient satisfaction and service quality is not an accurate reflection of what and how patients experience health care. What does this paper add? This paper takes a narrative approach and analyses 300 patient stories to demonstrate the essence of patients’ evaluation of health care service quality. What are the implications for practitioners? Health care service quality is shown to be experienced in various ways. Identifying and describing these different ways of experiencing health care service quality provides practitioners with strategic insight into improving the quality of service they provide outside the realm of objective satisfaction measures. These findings also demonstrate the value in a third-party feedback system.

scholarly journals Patient Overall Satisfaction derived from the Service Quality and Sources of Expectation in the Health Service Company

2017 ◽  
Vol 10 (2) ◽  
pp. 93
Author(s):  
Harimukti Wandebori
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Service Industry ◽  
Care Service ◽  
Health Care Service ◽  
Expectation Gap ◽  
Initial Expectation ◽  
Health Service Quality ◽  
Child Hospital

This study aims to explore the service quality using the variables of Hierarchical Model of Health Service Quality and probed its interaction to the patient satisfaction in Mutiara Bunda Women and Child Hospital Salatiga. The SERVQUAL method was employed as the mean to evaluate the service quality. Additionally, the sources of expectation were also being investigated to see how the patients set their initial expectation. The quantitative method would be used through aquestionnaire to the patient in the hospital. The result indicates that the perception-expectation gap of health service quality in some extent significantly contributed to the overall satisfaction. The previously-determined sources of expectation also significantly contributed in shaping the overall expectation of patient. This research will contribute to the academical and practical realm in investigating the connection between service quality and customer satisfaction in the health care service industry. Furthermore, this research exhibits the novelty in which the new set of variables isapplied in assessing the service quality by finding out the gap score. This will also increase the awareness of the hospital to improve the service quality in order to improve patient satisfaction which leads to loyal patient cultivation.

scholarly journals PERCEIVED SERVICE QUALITY AND PATIENT SATISFACTION AT PHARMACY DEPARTMENT IN YOGYAKARTA, INDONESIA

2018 ◽  
Vol 10 (2) ◽  
pp. 42 ◽  
Author(s):  
Made Sri Saraswati ◽  
Susi Ari Kristina ◽  
Abdul Karim Zulkarnain
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Perceived Service Quality ◽  
Pharmacy Department ◽  
Perception Of Quality ◽  
Education Gaps

Objective: To measure the gap between patients’ expectations and perceptions about services delivered in the pharmacy department.Methods: A questionnaire concerning the perceived quality of health care sent to out-patients in the pharmacy department, in a government hospital in Sleman district, Yogyakarta Province, Indonesia, during a period of 2016. Participants were two hundred patients aged 18 or older responded to the survey and provided their own ratings of the care. The SERVQUAL model was employed, consisting five main dimensions of service, are tangibles, reliability, responsiveness, assurance, and empathy. Description of respondents’ characteristics, quality dimensions and patient satisfaction were examined.Results: In our survey, 54% of patients were female and 46% male. Thirty-one percent of patients were 45-54 y old. Using servqual model we found a gap-0.487 with service quality mean score 2.938; (SD 1.16) and patient satisfaction mean score 3.425 (SD 0.54). Patients with less education were more satisfied than those with more education. Gaps existed between all five expectation categories and ‘overall perception’ of quality. The direction of the gaps indicated higher perceived quality than expected (all statistically significant) with responsiveness domain demonstrating the largest unfavourable gaps.Conclusion: We found the SERVQUAL model to be useful in revealing differences between patients’ preferences and their actual experience in health care service quality.

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

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

scholarly journals The Effect of Service Quality and Professionalism on Patient Loyalty Through Hospital Image (Study at Makassar Happy Hospital)

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Survey Research ◽  
Cross Section ◽  
Sampling Methods ◽  
Methodological Approach ◽  
Image Study ◽  
Patient Loyalty ◽  
The Impact ◽  
Standard Service

This research aims to examine and evaluate the impact of standard service and Professionalism on patient satisfaction through the hospital's picture in the Bahagia Makassar Hospital. This study method is quantitative, with the research design used for survey research and uses a cross-section approach. This study was performed at Bahagia Makassar Hospital from July 20 to August 20, 2020, with 231 respondents as samples. Sampling in this analysis used probability sampling using unintended sampling methods. The researcher's methodological approach is "Path Analysis." it is because the researchers want to see how Service Quality and Professionalism affect Customer Satisfaction through the Picture of the Hospital at Makassar General Hospital. The findings showed 1) the impact of the service quality variables on the hospital image is positive and significant; 2) the effect of the professionalism variable on the Hospital Image is positive and significant; 3) the influence of the service quality variables on patient satisfaction is positive and significant; 4) the impact of the variable Professionalism on patient loyalty is positive and significant..

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