scholarly journals Examine the Extrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals, Using Trust and Patient Satisfaction as Mediator

2021 ◽  
pp. 255-270
Author(s):  
Jonathan Banahene ◽  
Baozhen Dai ◽  
Jonathan Kissi ◽  
Maxwell Opuni Antwi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Private Hospital ◽  
Collaborative Network ◽  
Quality Factors ◽  
Private Hospitals ◽  
Corporate Social ◽  
The Impact ◽  
Patient Retention

For any private hospital to retain most of their patients they should be able to provide their patients with quality service quality that will convince their patients that the hospital is not just about only the shareholders benefit only. The main aim of this research paper is to examine the impact of extrinsic mechanism of service quality by choosing one of the constructs of the original HEALTHQUAL model (tangible) and add two additional constructs that are corporate social responsibility and collaborative network will have on patient retention in private hospitals in Ghana. The study will also assess the mediating role of trust and patient satisfaction between the extrinsic mechanism of service quality factors and patient retention. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals Kumasi in the Ashanti region of Ghana. The questionnaires used for the study were made up of 26 items that include 13 items on extrinsic mechanism, three items were service quality, two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. WarpPLS software was use to analysis the data. The study revealed that there is a positive relation between the three of the extrinsic mechanism and service quality. The study also shows that there is significant association between service quality and patient retention. The mediation role of Trust and patient satisfaction also showed positive and statistically significant between the factors of service quality and patient retention. This study recommends that if private hospitals involve themselves in corporate social responsibilities and collaborative network activities they will win more patients to their hospital and even retain them. This study also suggest that in order to retain most of your patients at your private hospital, the hospital should be equipped with modernizes medical equipment and also the environment of the hospital should be very attractive. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

scholarly journals Assessing Intrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals

2021 ◽  
pp. 28-41
Author(s):  
Jonathan Banahene ◽  
Baozhen Dai ◽  
Maxwell Opuni Antwi ◽  
Jonathan Kissi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strong Relationship ◽  
Healthcare Facility ◽  
Quality Factors ◽  
Validity And Reliability ◽  
Private Hospitals ◽  
South Central ◽  
Intrinsic Mechanism ◽  
Patient Retention

The achievement of patient retention by a healthcare facility can be established by the provision of quality service delivery. The main objective of this paper is to assess the intrinsic mechanism of service quality factors and it effect on patient retention in Ghanaian private hospitals. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals in the Ashanti region of Ghana. Due to population density of private hospitals, most of the respondents hailed from the Greater Accra, Ashanti, Western-South, Central and Eastern Regions from Ghana. The questionnaires used for the study were made up of 37 items that include 33 items on intrinsic mechanism of service quality; two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. SPSS statistical software and WarpPLS software were use to analysis the data. It was revealed that there is a strong relationship between the factors of service quality (Empathy, Safety, Improvement of care and Efficient) and patient retention. The mediators (trust and patient satisfaction) shown positive significant between factors service quality and patient retention. This study recommends that if private hospitals management pays much attention to the above factors of service quality, they are going to retain most of their patients. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

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 An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

2014 ◽  
Vol 7 (1) ◽  
Author(s):  
Ehsan Zarei ◽  
Abbas Daneshkohan ◽  
Behrouz Pouragha ◽  
Sima Marzban ◽  
Mohammad Arab
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Private Hospitals ◽  
The Impact

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.

THE INFLUENCE OF SERVICE QUALITY, PERCEIVED VALUE AND CORPORATE IMAGE TOWARD INPATIENT SATISFACTION ON PRIVATE HOSPITAL

2018 ◽  
Vol 2 (1) ◽  
pp. 9-17
Author(s):  
Selly Novela ◽  
Johanes Ronaldy
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Private Hospital ◽  
Descriptive Analysis ◽  
Perceived Value ◽  
Corporate Image ◽  
Multiple Linear Regressions ◽  
Private Hospitals ◽  
Linear Regressions

The purpose of this research was to determine the influence of service quality, perceived value, and corporate image of the hospital toward inpatient satisfaction of private hospitals in Jabodetabek.  This study is categorized as a survey research, where researchers distributed questionnaires to 155 respondents who had been inpatients in private hospitals in Jabodetabek area. The method that used in this research is quantitative method and descriptive analysis. The method used in this research is simple and multiple linear regressions using SPSS v20. The results of this research showed that service quality, perceived value, and corporate image of Private Hospitals in Jabodetabek have significantly affect patient satisfaction on private hospitals in Jabodetabek.

scholarly journals The Role of Hospital Service Quality and Informing System in Patients' Willingness to Pay with Mediation of Satisfaction

2020 ◽  
Author(s):  
Ghasem Zarei ◽  
Hajieh Ghorbani Ardahaei
Keyword(s):  
Information System ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Equation Modeling ◽  
Mediating Role ◽  
Patients Satisfaction ◽  
The Impact

Background: The willingness to pay is criteria criterion for measuring the patients' interest to continue their relationship with health centers. The main purpose of this study was to determine the effect of service quality and informing system of hospitals on the patient's willingness to pay with mediating role of patient satisfaction. Methods: This is an applied survey. The statistical population of this study consisted of all patients referring to Imam Khomeini Hospital in Sarab City during the first six months of 2019. Random sampling method was applied and 390 questionnaires were distributed among the patients. Data gathering tools included researcher made questionnaire with confirmed validity and reliability. Experts’ opinion and confirmatory factor analysis were used to confirm the validity. Cronbach's alpha method and combined reliability coefficient were used for reliability. Data were analyzed using structural equation modeling (SEM) test by partial least squares method. To analyze the data, SPSS 20 and Smart PLS 3 software were used. Results: Among the distributed questionnaires, 300 ones were completed and returned. According to the descriptive statistics, mean score of service quality, hospital information system, patient satisfaction, and willingness to pay were 2.98, 2.81, 3.44, and 2.67, respectively. The results obtained from the inferential analysis showed that the quality of services had a significant effect on patients’ satisfaction and willingness to pay. Moreover, the information system had a significant effect on patients’ satisfaction and patients' satisfaction had a significant effect on the willingness to pay. The impact of the information system on the willingness to pay was not confirmed. Conclusion:  Based on the findings, changes in the quality of hospital informing system and service quality with the mediating role of patients’ satisfaction affected their willingness to pay.  

Structural Model of Service Quality Factors Affecting Loyalty Sustainability

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Eman Al-erqi ◽  
◽  
Mohd Lizam Mohd Diah ◽  
Najmaddin Abo Mosali ◽  
◽  
...  
Keyword(s):  
International Students ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Structural Model ◽  
Quality Factors ◽  
Factors Affecting ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
The University ◽  
The Impact

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

Handling negative publicity

2017 ◽  
Vol 21 (3) ◽  
pp. 267-286 ◽  
Author(s):  
Angie Chung ◽  
Hua Jiang
Keyword(s):  
Network Theory ◽  
Design Methodology ◽  
Content Type ◽  
Csr Communication ◽  
Subject Design ◽  
Negative Publicity ◽  
Associative Network Theory ◽  
Corporate Social ◽  
The Impact

Purpose Based on the framing theory and the associative network theory, the purpose of this paper is to develop and test a model that examines the impact of employing corporate social responsibility (CSR) communication in apology statements after negative publicity. Specifically, this study examines the role of CSR fit and CSR history in reducing anger and negative word-of-mouth (NWOM). This study also examines whether perceived CSR motivation and skepticism toward the apology statement mediate the effect of CSR fit and CSR history on anger and NWOM. Design/methodology/approach This study was a 2×2 between-subject design manipulating CSR fit (high or low) and CSR history (long or short). Findings The findings of this study suggest that strategically employing CSR communication in an apology statement after negative publicity may reduce negative consumer reactions. Originality/value The effects of CSR history and CSR fit have been studied in different contexts, but the effects of mentioning the two components in terms of apology statements had been understudied. This paper fulfills an identified need to study how employing CSR communication in apology statements after negative publicity can mitigate negative audience reactions.

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