scholarly journals An Analysis of Outpatients’ Perceived Service Quality and Satisfaction in Selected Private Hospitals of Kathmandu

2018 ◽  
Vol 2 (1-2) ◽  
pp. 69
Author(s):  
Paridhi Pathak
Keyword(s):  
Service Quality ◽  
Health Care Facilities ◽  
Primary Data ◽  
Strongly Correlated ◽  
Private Hospitals ◽  
Perceived Service Quality ◽  
Care Facilities ◽  
Patient’S Perception ◽  
Structured Questionnaire

<p>Patients’ perceptions about health services, especially about service quality, are becoming increasingly important. It might shape confidence and subsequent behaviors with regard to their choice and usage of the available health care facilities. The study examines the primary satisfaction with a private hospital experience and estimate the effect that each of these construct will have on future behavioral intensions. More specifically, it measures patient’s perceptions of service quality and assesses the dimensions of service quality exert strongest influence on customer satisfaction. The study is based on primary data, which collected from outpatients in the ten selected private hospitals of Kathmandu valley via self-administered and structured questionnaire survey. Convenience sampling method is applied for the study that constituted of 200 outpatients from private hospitals. The present study is based on the SERVPREF model in which independent variables are tangibles, responsiveness, empathy, reliability and assurance whereas the dependent variable is overall satisfaction of the patients. The findings of this study show that 72 percent of the respondents are satisfied with the overall quality of the hospitals; 5 percent are dissatisfied and 18 percent are neutral. It also reveals that satisfaction of the outpatients is irrespective of their genders, age, income level and education. Among all constructs the most positive perceptions are seen in the assurance dimension of the hospitals followed by tangibles, responsiveness, reliability and empathy. Additionally, it is seen that responsiveness dimension is the most strongly correlated dimension with overall satisfaction; while the other dimensions have weak to moderate positive correlation. Overall, a positive relationship is found between patient’s perception of service quality and their satisfaction.</p><p>Journal of Business and Social Sciences Research, Vol. 2, No. 1 &amp; 2, pp. 69-84</p>

scholarly journals Service quality perception and patient satisfaction: evidence from private hospitals in Kathmandu

2017 ◽  
Vol 2 ◽  
pp. 1-18
Author(s):  
Alka Thapa ◽  
Ramesh Raj Ghimire
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strongly Correlated ◽  
Private Hospitals ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
Regression Correlation ◽  
Dependent Patient ◽  
Structured Questionnaire

Main purpose of this paper is to examine the level of service quality of Private hospitals with dependent (Patient Satisfaction) and independent variables such as responsiveness, reliability, assurance, empathy and tangibility. Self-administered structured questionnaire among 100 respondents of Kathmandu, Lalitpur and Patan is executed by convenience as well as judgment sampling. Coefficient, regression, correlation analysis and ANOVA are the basis for statistical analysis. In order to test the stated hypotheses, descriptive design has been applied. It has been revealed that private hospitals should focus more on convenient OPD and ward location. In addition, doctors should maintain the confidentiality of the patients. As a result, all the dimensions of service quality i.e. responsiveness, reliability, assurance, empathy and tangibility are positively correlated with respondent’s satisfaction. However, tangibility and assurance are strongly correlated in perceived service quality satisfaction offered by private hospitals.

scholarly journals The Revised Guidelines on Bancassurance Operation in Nigeria: Marketing Implications on Patronage of Insurance Products

2018 ◽  
Vol 4 (2) ◽  
pp. 29
Author(s):  
Nebo Gerald Nwora
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Insurance Companies ◽  
Primary Data ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
Loyal Customers ◽  
Structured Questionnaire

This study seeks to assess the marketing implication of the revised operational guidelines on bancassurance referral model in Nigeria particularly in terms of how the model can affect customers’ patronage of Insurance companies. The objectives of the study include; (i) to determine the influence of bancassurance referral on customers’ patronage of insurance products; (ii) to ascertain how customer loyalty moderate the influence of bancassurance referral on customers’ patronage of insurance products; and (iii) to assess how the perceived service quality of the deposit money banks moderate the influence of bancassurance referral on customers’ patronage of the insurance products. Quantitative survey research design was adopted for the study. By gathering primary data from 170 banks’ customers and 68 bancassurance desk officers of insurance companies using structured questionnaire; and using structural equation modelling for testing and analyzing the gathered datasets, findings revealed that bancassurance referral model has significant influence on customers’ patronage of insurance products and both customer loyalty and perceived service quality of the banks significantly moderate the influence of bancassurance referral model on customers’ patronage of the insurance products. It was recommended that insurance companies that want to go into bancassurance relationship with any bank in Nigeria should choose banks characterized by large number of loyal customers and high perceived service quality.

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

2018 ◽  
Vol 25 (3) ◽  
pp. 815-837 ◽  
Author(s):  
Sadia Samar Ali ◽  
Arati Basu ◽  
Nilesh Ware
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Improve Patient Care ◽  
Healthcare Services ◽  
Primary Data ◽  
Private Hospitals ◽  
Content Type ◽  
Indian Patients ◽  
Patient’S Perception

Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to be discharged from private hospitals of Delhi and NC. A set of questionnaires is administered to collect responses on expected and perceived service qualities. Findings The paper reviews and discusses the importance of service quality for Indian patients using the SERVQUAL gap model as the measure of service quality. The results gave an overview of the perspectives of Indian patients on the quality of service in private hospitals. Patients indicated best satisfaction in some dimensions of services, namely, the tangible dimension of “hospitals provide ample parking spaces,” empathy dimension of “Doctors are never too busy to respond to my request”, assurance dimension of “I can depend on Doctor/Nurse,” and in the responsiveness dimension of “employees always communicate truly” on hospital matters. Research limitations/implications The first limitation is in the scope of sample, that is research findings are limited to Delhi. The second limitation is that the research should have been done in two parts, that is by contacting the patient before they take the services and after the service encounter. Third limitation – for a better understanding, the analysis should have been performed on the gap between the patient’s perception and the perception of the medical service provider about the customer’s perception. Practical implications This research would be beneficial to healthcare organizations to do their best to achieve greater patient satisfaction. The findings of the paper that, for all dimensions, the patient’s perception is always higher than the expectation suggests that in the Indian healthcare segment, there is a need of dissemination of information regarding the most modern medical facilities. Originality/value This current research is concluded with the suitability of a model that can be used to find the levels of patient satisfaction for healthcare services. The present study is based on primary data and offers a systematic procedure that could form the cornerstone for providing further insights into the conceptual and empirical comprehension of patients perceived service quality and its constituents. The current emergency medicine patient’s service dilemmas are a complex interaction of patients and physician factors specifically targeting efficiency and patient satisfaction. The awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medico-legal risk and improve patient care if a tailored management plan is formulated.

Do patients really perceive better quality of service in private hospitals than public hospitals in India?

2019 ◽  
Vol 26 (2) ◽  
pp. 590-613 ◽  
Author(s):  
Swapnarag Swain
Keyword(s):  
Service Quality ◽  
Public Hospitals ◽  
High Income Group ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Medical College ◽  
Medical Colleges

PurposeThe purpose of this paper is to compare perceived service quality of public/government and private medical college hospitals.Design/methodology/approachThis study adopts a descriptive, cross-sectional and research design. The research sample includes 340 in patients from six medical college hospitals located in the state of Odisha, India. Primary data are collected through a structured closed ended questionnaire containing 66 items on 1–7 point Likert scale. Statistical tools like factor analysis and ANOVA are performed with the help of SPSS-17 software to analyze the collected data.FindingsThis study identifies 13 dimensions of perceived hospital service quality. The comparative study indicates better performance of public/government hospitals across the technical dimensions of perceived service quality, whereas private hospitals report better performance across majority of the functional dimensions.Originality/valueIn the Indian healthcare system, public hospitals provide low-cost healthcare targeted toward low to middle socio-economic population whereas, large corporate private hospitals provide high-cost healthcare targeted toward high-income group. So the comparison between them produces an obvious result indicating better service quality in private hospitals. Present study minimizes this gap by comparing the service quality of public and private medical college hospitals. Medical colleges ensure access to health services for a larger group of people. Thus, similarity in the segment of population receiving medical services in public and private medical colleges is higher, making the comparison of perceived service quality fairer.

scholarly journals An Examination on E-Service Quality in Online Shopping

2019 ◽  
Vol 8 (2S10) ◽  
pp. 401-413
Keyword(s):  
Service Quality ◽  
Online Shopping ◽  
Research Study ◽  
Primary Data ◽  
Chi Square ◽  
Chi Square Test ◽  
Use Of Internet ◽  
Ranking Analysis ◽  
Structured Questionnaire

Online shopping is the use of internet as means of communication with consumers, the field of e-commerce, e-service quality in online shopping has experienced a rapid growth in the recent years. The empirical study is attempted to focus on the e-service quality of online shopping in Salem city consumers. The major objectives of the research were to know the perception of online buyers about online service quality, to know the factors influencing and identify the problems of online shopping of e-service quality; with the help of structured questionnaire for primary data with sample size of 100 respondents. The statistical tools used for this research study were the following: Percentage Analysis, One-sample t-test, Ranking Analysis and Chi-square test.

scholarly journals Workplace violence against nurses at Minia district hospitals

2020 ◽  
Author(s):  
Ebtesam Esmail Hassan ◽  
Naglaa Mohammed Amein ◽  
Sanaa Mohmoud Ahmed
Keyword(s):  
Workplace Violence ◽  
Cross Sectional Study ◽  
Health Care Facilities ◽  
University Hospitals ◽  
Cross Sectional ◽  
Staff Members ◽  
District Hospitals ◽  
Care Facilities ◽  
Structured Questionnaire

Introduction: Violence against nurses at the workplace is an alarming problem in both developed and developing countries affecting the quality of their work. The aim of this study is to assess the prevalence of external (patient initiated) and internal violence (initiated by staff members) against nurses and studying the violence-associated factors such as perpetrators, the attitude of nurses following aggression incidents, consequences, and impact on nurses and work. Methods: A cross-sectional study included 385 nurses from three different hospitals in Minia district was agreed to participate in the study. These hospitals included Health Insurance Hospital, Minia University Hospitals (Minia University Gynecological, Obstetric, and Pediatric Hospital and Minia Renal Hospital), and Minia general hospital. The well-structured questionnaire covered four main domains; sociodemographics, lifetime working experience of violence, external and internal violence and its effects on work, the perpetrators of violence, and attitude of nurses following violent incidents. Results: More than half of nurses (55.8%) were exposed to workplace violence during their working lifetime. Experiencing external violence (patient initiated) during the past year was significantly higher (57.4%) than the internal (staff initiated) type (33.5%). Verbal violence was the most common type of violence. Reporting violence incidents were done by 68.3% and 38.7% of the nurses who were exposed to external and internal violence, respectively. Conclusion: Violence against nurses working in different health-care facilities at Minia district was prevalent and has a significant impact on nurses and their work.

scholarly journals Empirical Study on the Quality of Work Life of Nurses in Private Hospitals

2019 ◽  
Vol 7 (1) ◽  
pp. 92-102
Author(s):  
K Suresh
Keyword(s):  
Personal Growth ◽  
Work Life ◽  
Quality Of Work Life ◽  
Primary Data ◽  
Private Hospitals ◽  
Policy Makers ◽  
Quality Of Work ◽  
Life Issues ◽  
Structured Questionnaire

Purpose: The purpose of the study is to investigate the Quality of Work Life among nurses in Private Hospitals Design/Methodology/Approach: Primary data collection was done by the researcher from 168 nurses from various private hospitals through a structured questionnaire. The data was analyzed using statistical tools like factor analysis, correlation and multiple regression analysis using SPSS (Ver 20.0) Findings:From the research study its concluded that remuneration, opportunity for personal growth, work environment, support leadership and structure and work life balance have influence on the Quality of Work Life. Research implications: The research provides a pragmatic view on Quality of Work Life among nurses in private hospitals and intends to provide insights to administrators, policy makers and practitioners for implementing the findings in solving Quality of Work Life issues.

scholarly journals Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

2019 ◽  
Vol 6 (1) ◽  
pp. 9
Author(s):  
Bismark Addai ◽  
Annette Serwaa Agyeman ◽  
Adjei Gyamfi Gyimah
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Banking Industry ◽  
Sampling Technique ◽  
Primary Data ◽  
Statistical Tool ◽  
Five Dimensions ◽  
Structured Questionnaire

Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.

scholarly journals Assessment of Service Quality Using Weighted SERVPERF Approach

2019 ◽  
Vol 35 (1) ◽  
pp. 70-84
Author(s):  
Lya Aklimawati ◽  
Faila Sophia Hartatri
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Primary Data ◽  
Survey Method ◽  
Moderator Variable ◽  
Perceived Service Quality ◽  
Training Materials

Service quality is an important aspect that has a direct impact on company. In addition, it is to be one of the consumer’s judgement in purchasing a product or service. Tight business competition and high consumers’ interest in training services encourage companies to enhance their service quality. The aims of this research are (1) to assess the service quality of coffee cupping training using weighted SERVPERF; (2) to analyze consumers’ response to the service quality provided by management; and (3) to analyze the effect of service quality on word of mouth in which customer satisfaction as a moderator variable. This research was conducted in Indonesian Coffee and Cocoa Research Institute. Survey method was applied to collect primary data by using questionnaire. Judgement sampling was used to select 102 respondents. The data were analyzed by descrip- tive method and statistical analysis. Moderator regression analysis was applied to predict the effect of service quality on word of mouth in which customer satis- faction as a moderating variable. The research found that the perceived service quality of coffee cupping training was 3.736 which categorized in relatively good on providing services. There were 3 attributes of service quality that must be immediately improved, among others (i) conformity of materials, visual practices and information provided by instructors to consumers’ needs; (ii) understand- able and up to date training materials; and (iii) duration of the training is matching with the consumers’ demand. The result of moderator regression analysis showed that interaction between service quality and customer satisfaction was not signifi- cant to word of mouth. Thus, customer satisfaction could not act to moderate in providing a better understanding of relationship between service quality and word of mouth than each variable on the model. There are expected external factors beyond the existing models that influences on word of mouth.

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