Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals

2014 ◽  
Vol 2 (1) ◽  
pp. 66 ◽  
Author(s):  
Thanh Cong Nguyen ◽  
Thi Tuyet Mai Nguyen
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Three Dimensions ◽  
Future Research ◽  
Qualitative And Quantitative Methods ◽  
Research Findings ◽  
The Impact

This study explores the relationship between service quality and patient satisfaction in the context of the public hospitals in Vietnam, an emerging economy in Asia. Both qualitative and quantitative methods were used in this investigation. To test the hypothesized relationships, a large survey data were collected and multiple regression analyses were performed. The results provided empirical evidence for the impact of three dimensions of service quality (‘tangibles’, ‘accessibility to healthcare services’, and ‘attitude and medical ethics’) on patient satisfaction. Discussion of the research findings is presented. Implications for hospital management and policy makers, and future research directions are also provided.

scholarly journals Impact of the 2019 volleyball proliga event on audience satisfaction and loyalty

2021 ◽  
Vol 6 (3) ◽  
pp. 403-410
Author(s):  
Faisal S Sandrima ◽  
Yudik Prasetyo ◽  
Ali Algifari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Methods ◽  
Management Team ◽  
Sporting Events ◽  
Qualitative And Quantitative Methods ◽  
Sports Events ◽  
And Performance ◽  
The Impact

The quality of service and the performance of the management team in a sporting event is thought to be able to influence audience satisfaction, so that these two things become important factors in the success of organizing sports matches. The purpose of this study was to determine and describe the impact of organizing sporting events on audience satisfaction and loyalty based on the quality of service and performance of the organizing committee in managing sports events. The study used a descriptive approach with qualitative and quantitative methods. 64 spectators were randomly selected from all the spectators who attended the volleyball proliga sport event held at GOR Amongrogo, Yogyakarta City. Data collection techniques uses a questionnaire. The data analysis technique used PLS - SEM. The results of the study found that there was an influence of service quality and performance of the match management team on audience satisfaction and loyalty. These results indicate that the indicators of the implementation of sports activities are measured by the satisfaction and loyalty level of the audience following the match with the service quality and management of the organizers as influencing factors.

Marriage after the transition to stroke: a systematic review

2017 ◽  
Vol 38 (11) ◽  
pp. 2241-2279 ◽  
Author(s):  
SHARON ANDERSON ◽  
NORAH KEATING
Keyword(s):  
Systematic Review ◽  
Quantitative Methods ◽  
Satisfaction With Life ◽  
Stroke Survivor ◽  
Future Research ◽  
Stroke Survivors ◽  
Qualitative And Quantitative Methods ◽  
Relationship Closeness ◽  
The Impact ◽  
The Relationship

ABSTRACTIn health and chronic illness, satisfying marriages promote wellbeing and life satisfaction, yet stroke research has focused on either the stroke survivor as the patient or the spouse as a care-giver. Using Pope, Mays and Popay's framework for synthesising qualitative and quantitative methods, we conducted a systematic review and synthesis of 39 peer-reviewed studies to determine what happens to marital relationships after one partner has suffered a stroke. All the articles examined the impact of stroke. Three overarching themes characterise the evolution of marriage after stroke: chaos in the marriage, work to re-establish the marriage and evolution of the marriages. While both the stroke condition itself and the survivors’ need for care undermined the emotional qualities of the relationship for some couples, about two-thirds were able to retain or regain the relationship closeness. As in other chronic illnesses, the relationship closeness and a couple's ability to collaborate contributed to the survivor's recovery and to the satisfaction with life of the stroke survivor and the spouse. Our results underscore the need to consider the quality of, and the qualities of, the relationship between stroke survivors and their spouses. Future research could include a greater focus on qualitative or mixed-methods approaches to explore the interactions between stroke survivors and spouses that impact the wellbeing of both partners.

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.

scholarly journals Risk of Increased Acceptance for Organizational Nepotism and Cronyism during the COVID-19 Pandemic

Risks ◽  
2021 ◽  
Vol 9 (4) ◽  
pp. 59
Author(s):  
Grzegorz Ignatowski ◽  
Łukasz Sułkowski ◽  
Bartłomiej Stopczyński
Keyword(s):  
Qualitative Study ◽  
Quantitative Methods ◽  
Research Work ◽  
Negative Effects ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Work Related ◽  
Social And Economic Development ◽  
The Times ◽  
The Impact

Nepotism and cronyism are forms of favoritism towards certain people in the workplace. For this reason, they constitute a problem for organization managers, ethicists and psychologists. Identifying the impact of COVID-19 pandemic on the increase of nepotism and cronyism may provide a basis for organizations to assess their extent and to take possible measures to prevent their negative effects. At the same time, the research presented in the article may provide a basis for further research work related to nepotism and cronyism at the times of other threats, different from the pandemic. The aim of the article is to examine the impact of the COVID-19 pandemic on growing acceptance for nepotism and cronyism in Polish enterprises. Qualitative and quantitative methods have been included in the conducted research. Qualitative study aimed at improving knowledge of nepotism and cronyism and the impact of the COVID-19 pandemic on these phenomena, followed by a quantitative study conducted in order to verify the information obtained in the qualitative study. This research has demonstrated that Nepotism and cronyism in the workplace, are phenomenon that are basically evaluated negatively. They adversely influences social and economic development, but the impact of COVID-19 pandemic on nepotism and cronyism is not significant.

scholarly journals Improving the experience of facility-based delivery for vulnerable women through obstetric care navigation: a qualitative evaluation

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Kirsten Austad ◽  
Michel Juarez ◽  
Hannah Shryer ◽  
Patricia L. Hibberd ◽  
Mari-Lynn Drainoni ◽  
...  
Keyword(s):  
Health Workers ◽  
Positive Impact ◽  
Qualitative Evaluation ◽  
Obstetric Care ◽  
Hospital Staff ◽  
Public Hospitals ◽  
Future Research ◽  
Care Seeking ◽  
Structured Interviews ◽  
The Impact

Abstract Background Global disparities in maternal mortality could be reduced by universal facility delivery. Yet, deficiencies in the quality of care prevent some mothers from seeking facility-based obstetric care. Obstetric care navigators (OCNs) are a new form of lay health workers that combine elements of continuous labor support and care navigation to promote obstetric referrals. Here we report qualitative results from the pilot OCN project implemented in Indigenous villages in the Guatemalan central highlands. Methods We conducted semi-structured interviews with 17 mothers who received OCN accompaniment and 13 staff—namely physicians, nurses, and social workers—of the main public hospital in the pilot’s catchment area (Chimaltenango). Interviews queried OCN’s impact on patient and hospital staff experience and understanding of intended OCN roles. Audiorecorded interviews were transcribed, coded, and underwent content analysis. Results Maternal fear of surgical intervention, disrespectful and abusive treatment, and linguistic barriers were principal deterrents of care seeking. Physicians and nurses reported cultural barriers, opposition from family, and inadequate hospital resources as challenges to providing care to Indigenous mothers. Patient and hospital staff identified four valuable services offered by OCNs: emotional support, patient advocacy, facilitation of patient-provider communication, and care coordination. While patients and most physicians felt that OCNs had an overwhelmingly positive impact, nurses felt their effort would be better directed toward traditional nursing tasks. Conclusions Many barriers to maternity care exist for Indigenous mothers in Guatemala. OCNs can improve mothers’ experiences in public hospitals and reduce limitations faced by providers. However, broader buy-in from hospital staff—especially nurses—appears critical to program success. Future research should focus on measuring the impact of obstetric care navigation on key clinical outcomes (cesarean delivery) and mothers’ future care seeking behavior.

Personality and contextual antecedents of organizational citizenship behavior: A study of two occupational groups

2014 ◽  
Vol 20 (4) ◽  
pp. 441-462 ◽  
Author(s):  
Pinar H. Imer ◽  
Hayat Kabasakal ◽  
Ali Dastmalchian
Keyword(s):  
Organizational Commitment ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Civic Virtue ◽  
Helping Behavior ◽  
Three Dimensions ◽  
Future Research ◽  
Unique Contribution ◽  
Occupational Groups ◽  
The Impact

AbstractThis paper examines the impact of personality trait of dispositional affect and contextual variables of multiple commitments on organizational citizenship behaviors (OCBs) in two occupational groups. Three dimensions of OCBs were considered: helping, civic virtue and sportsmanship behaviors. We used positive and negative affectivity scale to measure dispositional affect. For commitments, we examined affective and normative organizational and occupational commitments. The data were collected from 180 engineers and 180 teachers. The findings show that affect, multiple commitments and occupation all have significant impacts on different dimensions of OCBs. Dispositional affect had the most influence on all three dimensions of OCBs. In addition, helping behavior is affected by normative organizational commitment while civic virtue behavior is influenced by affective commitments (both organizational and occupational) and occupation. Sportsmanship behavior is explained by occupation and affective organizational commitment. Occupation has been shown to make a unique contribution to understanding OCBs. The present study showed that the teachers, for example, exhibited more civic virtue and sportsmanship behaviors than the engineers. Implications of the findings for future research and practice are discussed.

Impact and paybacks of biomedical research findings in Malaysia 2005–2015

2021 ◽  
Author(s):  
Pei Kuan Lai ◽  
S Nalliah ◽  
CL Teng ◽  
NLP Chen
Keyword(s):  
Decision Making ◽  
Health System ◽  
Capacity Building ◽  
Biomedical Research ◽  
Knowledge Production ◽  
Future Research ◽  
Relevant Research ◽  
Research Findings ◽  
The Impact ◽  
Health System Policy

Background: Impact in research encompasses health, economic, and cultural benefits beyond adding to the knowledge base. Funders are under immense pressure to be accountable for the paybacks from funded research.Aims and objectives: The aim of this study was to look into the impact of funded biomedical research between the years 2005 and 2015 in Malaysia from the aspects of knowledge production, research targeting and capacity building, as well as health system policy and decision making.Methods: This study employed a convergent parallel mixed-methods research design. Biomedical projects related to breast cancer, coronary heart disease, and dengue, funded by the Ministry of Health (MOH), Ministry of Higher Education (MOHE), and Ministry of Science, Technology, and Innovation (MOSTI) between the years 2005 and 2015, were included.Findings: From the questionnaire responses (n=58), on average each funded project managed to produce two outputs and one higher degree student. More than half (61.4%) of the funded projects led to subsequent future research. However, low citations in systematic reviews (10.3%), health policies (6.9%), and clinical practice guidelines (5.2%) were reported. In-depth interviews with the key opinion leaders also saw that most of the local research findings were found to be irrelevant to be adopted into policies by the policymakers.Discussion and conclusions: Paybacks on knowledge production as well as research targeting and capacity building had been achieved, but impact on health system policy and decision making had not been well attained, due to the lack of relevant research findings needed by the policymakers.<br />Key messages<br /><ul><li>Payback on knowledge production was achieved, as there had been a lot of new knowledge generated as captured in academic publications, conference proceedings, policy briefs, technical reports, and research highlights, which is important to advance the frontiers of knowledge.</li><br /><li>Payback on research targeting was achieved, with the current research leading to future study with identification of the knowledge gap and generation of new ideas for new research.</li><br /><li>Payback on capacity building was achieved with the training of researchers, building up research capacity and competencies, production of MSc and PhD graduates, promotion of lecturers, and development of new partnerships and networks.</li><br /><li>Impact on health system policy and decision making was not well attained. There had been a lack of relevant research data and findings being incorporated into policymaking, due to the basic and fundamental nature of most of the funded biomedical research in Malaysia.</li></ul>

scholarly journals The Impact of Information Communication and Technology Utilization on the Financial Performance of Microfinance Institutions in Rwanda Case Study: Reseau Interdiocesain De Microfinance (Rim) Ltd, Rwanda (2011 -2015)

2017 ◽  
Vol 4 (2) ◽  
pp. 13
Author(s):  
Jean Bosco Harelimana
Keyword(s):  
Financial Performance ◽  
Quantitative Methods ◽  
Positive Impact ◽  
Financial Sustainability ◽  
Microfinance Institutions ◽  
Information Communication ◽  
Qualitative And Quantitative Methods ◽  
Descriptive Survey ◽  
The Impact

The study analyzed the impact of ICT utilization on the financial performance of microfinance institutions inRwanda with case study of Réseau Interdiocesain de microfinance (RIM) Ltd undertaken within 5 years (2011-2015). The study adopted the use of descriptive survey using both qualitative and quantitative methods for a totalsample size of 132. Purporsive and simple random simpling was used for this purpose. Primary and Secondary datawere collected and thene analyzed using SPSS version 16.00. The study found that ICT has been introduced and usedabout 5 years and above. The study found that ICT impact firstly on financial sustainability and profitability (65.8%),secondly on financial efficiency and productivity (23.7) and finally on portfolio quality (5.3%). ICT utilization havea high influence to the RIM Ltd.’s financial performance compared to the previous situation.The correlation results imply that ICT usage has a positive impact on financial sustainability and profitability as theymove in the same direction (R=0.502). The strength of the impact was found to be low due to the low investments inICT among microfinance institutions.

scholarly journals Gender differences in motivations to attend festivals in Saudi Arabia

2019 ◽  
Vol 33 (2) ◽  
pp. 126-141
Author(s):  
Faten Alshammari ◽  
Jeremy Whaley ◽  
Songyee Hur ◽  
Youn-Kyung Kim
Keyword(s):  
Gender Differences ◽  
Saudi Arabia ◽  
Network Analysis ◽  
Cultural Values ◽  
Quantitative Methods ◽  
Future Research ◽  
Gender Analysis ◽  
Content Type ◽  
Qualitative And Quantitative Methods ◽  
Saudi Arabians

PurposeThe purpose of this paper is to conduct a within-gender analysis and between-gender differences in seeking (personal and interpersonal) and escaping (personal and interpersonal) motivations to attend a non-traditional festival in Saudi Arabia. Specific objectives were: to conduct a within-gender analysis in motivations to attend a non-traditional festival in Saudi Arabia; and to examine between-gender differences in motivations to attend a non-traditional festival in Saudi Arabia.Design/methodology/approachBased on the data collected from 458 attendees at a non-traditional festival in Saudi Arabia, the authors employed network analysis for within-gender analysis and MANOVA and ANOVA for between-gender comparison. The network analysis served two purposes, in that it examined each item’s predictability for each gender, and analyzed the correlations among motivation items within each gender. In addition, the General Linear Model served to compare the male and female groups’ motivations to attend the non-traditional festival. The authors first performed MANOVA for each dimension and then ANOVA for each dimension’s individual items.FindingsWithin-gender analysis reveals that several sets of motivations were associated strongly for both genders. This suggests that Saudi Arabians seem to enjoy entertainment because it projects the festival mood; they want to escape both from home and work and attend the festival to relieve stress by changing their routine pace. However, gender differences were apparent in several other items, especially for the group of women. Between-group comparison analysis shows significant gender differences in several elements of motivation. Overall, personal seeking and escaping were greater for males than females. In contrast, interpersonal seeking was greater for females than males.Research limitations/implicationsEntertainment seems to be a key contributor to the festival mood because entertainment and the festival mood were related closely for both genders. In fact, personal and interpersonal escaping means were greater than personal interpersonal seeking means for both genders. Indeed, opportunities exist to develop non-traditional festivals in the country further. Gender differences were identified in several items of personal seeking and escaping, and interpersonal seeking. With respect to personal seeking, men tend to seek the entertainment, festival mood and the event’s uniqueness more than do women, a finding that their higher means in personal escaping supported. It is clear that men view the festival as a way to enjoy themselves to escape from their jobs and daily stress to a greater degree than do their female counterparts. Women are more likely to seek interpersonal experiences in that they are more likely to enjoy the festival because it offers the opportunity to meet new people and spend quality time with family and friends. This study has several limitations, leading to suggestions for future research. Because seeking and escaping motivations have been used relatively little in the festival setting, future researchers should develop a valid scale of personal and interpersonal seeking and escaping motivations specifically for festivals employing both qualitative and quantitative methods. Second, while the data were collected at a single non-traditional festival, future research can use multiple sites to increase the ability to generalize the findings. Third, although this study was limited to Saudi Arabia, further research can apply seeking and escaping motivations, both at the personal and interpersonal levels, to other cultures to extend the applicability of the framework used in this study.Practical implicationsNon-traditional festival managers need to focus on an atmosphere that provides festivities, as many people in the Saudi Arabian culture appear to be escaping from their everyday lives to enjoy themselves and with family and friends. To appeal to male workers, festival organizers and managers need to advertise and market the events’ mood and liveliness overall with photos of workers leaving the office free of stress and looking forward to attending an event. To appeal to women who desire unique experiences that a variety of forms of entertainment provide, event managers must ensure that the entertainment is innovative and creative, and differs from what other festivals provide to attract more female attendees. Also, festival planners must focus on events that incorporate the family unit and promote the opportunity to meet new people to appeal to women in Saudi Arabia.Originality/valueThis is the first study to examine gender differences in festival motivations in Saudi Arabia. The relaxation of the historically strict and conservative cultural values, coupled with the country’s desire to develop its tourism and event sector, provides an ideal opportunity for future research. The authors hope that this research will stimulate further interest in the country with the goal to develop and market its tourism sector and products on the world’s stage.

scholarly journals DAMPAK KUALITAS LAYANAN DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

2019 ◽  
Vol 11 (1) ◽  
pp. 129
Author(s):  
Hamdani Hamdani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Islamic Banking ◽  
Qualitative And Quantitative Methods

Abstract: This research refers to studying service quality and customer value towards customer satisfaction in Islamic banking with a case study in PT Bank Syariah Mandiri Lhokseumawe Branch. The data used in this study are primary data through interviews using a questionnaire. The sample in this study was accidental sampling. The research method used is qualitative and quantitative methods, with multiple linear regression analysis. The results released by simultaneous shows, service quality and customer value have a positive and significant influence on customer satisfaction. While the results of the study indicate that, service quality has a positive and significant effect on customer satisfaction, the customer value also has a positive and significant influence on customer satisfaction. From the variable Quality of service and value of customers that are just the same as partial to customer satisfaction in Islamic banking. This research can be used as an evaluation and input for the management of a special sharia banking company, PT Bank Syariah Mandiri, Lhokseumawe Branch, to always improve service quality and value customers receive customers satisfied with services and benefits obtained or obtained by customers. Keywords: Service Quality, Customer Value, Customer Satisfaction

Sign in / Sign up

Export Citation Format

Share Document