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

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.

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

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph16234736 ◽

2019 ◽

Vol 16 (23) ◽

pp. 4736 ◽

Cited By ~ 3

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.

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Analyzing perceived healthcare service quality on patient related outcomes

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-04-2015-0042 ◽

2016 ◽

Vol 8 (4) ◽

pp. 478-497 ◽

Cited By ~ 6

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.

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Assessment on health care service quality and patients’ satisfaction in Ghana

Kybernetes ◽

10.1108/k-06-2019-0409 ◽

2020 ◽

Vol 49 (12) ◽

pp. 3047-3068

Author(s):

Enock Mintah Ampaw ◽

Junwu Chai ◽

Biru Liang ◽

Sang-Bing Tsai ◽

Joseph Frempong

Keyword(s):

Health Care ◽

Service Quality ◽

Developing Economies ◽

Care Service ◽

Health Care Service ◽

Perceived Quality ◽

Hospital Environment ◽

Equation Modeling ◽

Content Type ◽

Patients Satisfaction

Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

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Experiencing health care service quality: through patient's eyes

Australian Health Review ◽

10.1071/ah14079 ◽

2015 ◽

Vol 39 (1) ◽

pp. 109 ◽

Cited By ~ 4

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.

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

Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management ◽

10.20473/jmtt.v13i3.21139 ◽

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.

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

International Journal of Business and Management ◽

10.5539/ijbm.v12n9p136 ◽

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.

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Does Perceived Service Quality Affect Patient Satisfaction?

International Journal of Public and Private Perspectives on Healthcare Culture and the Environment ◽

10.4018/ijppphce.2019010104 ◽

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.

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Translation and validation of a patient satisfaction survey: The isiXhosa version

African Journal of Primary Health Care & Family Medicine ◽

10.4102/phcfm.v5i1.515 ◽

2013 ◽

Vol 5 (1) ◽

Author(s):

Tania Steyl ◽

Julie Phillips

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Quality Of Care ◽

Service Quality ◽

Care Service ◽

Health Care Service ◽

Health Centre ◽

Main Function ◽

Validity And Reliability

Background: Although the use of surveys has been supported for assessing understanding of health care service quality, it could also be argued that their main function is to quantify perceptions. The importance of assessing patient satisfaction in individuals’ own language has been highlighted in research. However, important culture-specific differences can be revealed during the adaptation process of a scale, and if not attended to can influence the validity ofthe scale.Objectives: The aim of this study was to assess the validity and reliability of the isiXhosa version of the Patient Survey for Quality of Care (PSQC) in primary health care (PHC) facilities in a selected district in the Western Cape, South Africa.Method: The PSQC was translated into isiXhosa by two independant translators and the translated back into English by a third translator. All three translators reviewed the back translation. Face and content validity of the scale were assessed. Fifteen isiXhosa-speaking clients with type 2 diabetes mellitus who had a mean age of 62.27 years (SD 10.33) and came from a randomly selected community health centre participated in the test-retest reliability.Results: Internal consistency of the scale was good (Cronbach alpha 0.70). Alpha values of individual items relating to quality of care as well as items flagged for inferior service quality were between 0.772 and 1.000, indicating good to high internal consistency.Conclusion: Results of this study indicated that the isiXhosa version of the PSQC was as reliable as the English version. It can be implemented at PHC level to assess isiXhosa-speaking patients’ satisfaction with health care services.

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