scholarly journals Patients’ Satisfaction on Selangor Hospitals

2020 ◽  
pp. 33-40
Author(s):  
Nor Azilah Husin ◽  
Hendra Lukito ◽  
Athirah Noor Aisyahmohd Nizam ◽  
Nur Qhairunnisa Mohamed Rashid ◽  
Nurul Anis Halid
Keyword(s):  
Service Quality ◽  
Healthcare Providers ◽  
Healthcare Services ◽  
Hospital Performance ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Private Hospitals ◽  
Correlation And Regression Analysis ◽  
Patients Satisfaction ◽  
Self Administered Questionnaire

Malaysian healthcare is nominated as one of the best healthcare providers in the world. However, does this fact reflect the patients' satisfaction? Therefore, this research aims to investigate whether empathy, competency, and service quality influence patients' satisfaction in healthcare services in Selangor, Malaysia. Primary data are collected using a self-administered questionnaire and a sample of 206 patients from four government and private hospitals in Selangor. Data were analysed through descriptive statistics, correlation and regression analysis. The findings show that empathy has the strongest relationship (β= .403) followed by service quality with (β=.284) and competency (β= .176). All factors also influenced patients' satisfaction. All identified variables contribute to a big amount of variances (R2=66.8percent) to the overall hospital performance that makes its client happy and satisfied. The understanding patients' satisfaction will lead to many improved services. Practically, this study can contribute to a better experience for patients and knowledge for hospitals to strive for a better service healthcare provider.

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.

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

2018 ◽  
Vol 7 (3.30) ◽  
pp. 393
Author(s):  
Marcellia Susan ◽  
. .
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Clinical Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Care Process ◽  
Primary Data ◽  
Equation Modeling ◽  
The Public

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.  

scholarly journals Pengaruh Norma Subjektif, Kesadaran Wajib Pajak, Kualitas Pelayanan dan Sanksi Perpajakan Terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor di Samsat Kabupaten Pemalang

2018 ◽  
Vol 10 (2) ◽  
pp. 168-185
Author(s):  
Dhalifah Nur Rohmah
Keyword(s):  
Service Quality ◽  
Motor Vehicle ◽  
Hypothesis Test ◽  
Subjective Norm ◽  
Study Data ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Analysis Method ◽  
Testing Instrument ◽  
Awareness Service

This study aims to determine the Influence of Subjective Norms, Taxpayer Awareness, Service Quality and Tax Sanctions on Compliance of Motorized Taxpayers on SAMSAT Pemalang District. This study uses primary data obtained from respondents' answers to the questionnaires used in the study. Data analysis method uses Descriptive Statistics, Testing Instrument Research, Classical Assumption Test, Multiple Regression Analysis, Hypothesis Test and Determination Coefficient. Research results show that the F test of subjective norm variables, taxpayer awareness, service quality and tax sanctions affect simultaneously on motor vehicle taxpayer compliance in SAMSAT Pemalang District. Partially, the Subjective Norm variable does not significantly influence the Motor Vehicle Taxpayer Compliance variable, the variable of Taxpayer Awareness has a significant influence on Motor Vehicle Taxpayer Compliance, Service Quality variable has a significant effect on Motor Vehicle Taxpayer Compliance, Tax Sanction variable does not significantly influence Motor Vehicle Taxpayer Compliance.

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 Using Quality Standards in Evaluating the Performance of Small Private Hospitals and Achieving Patients' satisfaction: An Exploratory Study in Jeddah, Saudi Arabia

2019 ◽  
Vol 7 (1) ◽  
pp. 105
Author(s):  
Nayef Ghamri
Keyword(s):  
Quality Standards ◽  
Service Level ◽  
Educational Background ◽  
Hospital Performance ◽  
Statistical Correlation ◽  
Medical Services ◽  
Hospital Services ◽  
Private Hospitals ◽  
Jeddah City ◽  
Patients Satisfaction

The current study reports on using quality standards namely, reliability, empathy, tangibility, and responsiveness in evaluating and improving the performance of small private hospitals in the Jeddah and their reflection on the level of the patients' satisfaction with the service provided. The research also concludes some findings and recommendations that may contribute to enhancing the service level in such hospitals and increasing the level of patients' satisfaction. Therefore, 121 questionnaires were distributed to patients in 15 small private hospitals in Jeddah city. A pilot stage was conducted on the questionnaire upon which, the 47 questions required for the final questionnaire were developed. The study shows that there is a strong positive statistical correlation between the five quality standards of medical services; reliability, empathy, confidence and assurance, tangibility and responsiveness and the level of patients' satisfaction with the hospital performance. The more patients are satisfied with the five quality standards, the higher the quality of medical services is. In addition, the study concluded a negative correlation between age and the level of patients' satisfaction with hospital services as elderly patients found to be less satisfied with the hospital services than younger patients. On the other hand, the hypothesis of having a statistical significant positive correlation between educational background and the level of patients' satisfaction with the hospital performance was refuted. Findings have shown a need for applying quality standards to improve the performance of small private hospitals and a necessity for working on overcoming the obstacles on their way.

scholarly journals Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

2014 ◽  
Vol 20 ◽  
pp. 66-80 ◽  
Author(s):  
Mukarramah Modupe Adeola ◽  
Sulaimon Olanrewaju Adebiyi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Descriptive Statistics ◽  
Air Transport ◽  
Primary Data ◽  
Survey Method ◽  
Quality Service ◽  
Sudden Rise

The success of airlines depends majorly on the ability to identify customers‟ wants and needs, and factor it in the quality service that would meet customers‟ satisfaction. Thus, there is need for continuous research so as to assist all the players survive in the changing business environment.This paper examines service quality, perceived value and customer satisfaction as the determinant of choice of airline by air travellers in Nigeria. Survey method was employed using primary data obtained through the use of questionnaires. 220 questionnaires were administered by the researcher through purposive sampling to air travellers at MM2 in Lagos which 200 were returned and properly filled. The questionnaires were analysed using descriptive statistics, correlation and regression with the support of SPSS 17. The study revealed that the income/social status, poor states of roads as well as the insecurity accounts for the sudden rise in air transport travellers and that service quality, perceive value influences their satisfaction level on the choice of airline. Therefore, airline companies in Nigeria should increase the quality of service since many users of the air transport requires it and make sure passengers fare paid should commensurate the service delivered so as to enhance travellers patronage.

scholarly journals The Effect of 5S on Employee Performance: An Empirical Study among Lebanese Hospitals

2020 ◽  
Vol 4 (1) ◽  
pp. 44
Author(s):  
Rayan Ezzeddine ◽  
Malak Aoun
Keyword(s):  
Employee Performance ◽  
Statistical Tests ◽  
Healthcare Providers ◽  
Daily Activities ◽  
Primary Data ◽  
Future Studies ◽  
Quality Practices ◽  
Correlation And Regression Analysis ◽  
South Lebanon ◽  
Spss Software

When studying the regular quality practices in hospitals, it is essential to focus on the 5S as it reflects the daily activities of healthcare providers. The aim of this research is to study the effect of 5S-quality approach on employee performance in some Lebanese hospitals. Based on a quantitative approach, a survey was conducted among four hospitals in South Lebanon and 240 self-administered questionnaires were distributed randomly among target respondents. The collected primary data was analyzed by SPSS software. Statistical tests were applied for hypothesis testing such as correlation and regression analysis tests. The obtained results showed that 5S is significantly and positively affecting employee performance except for Sort. This study was limited to the constricted geographical zone and small number of hospitals was surveyed. Future studies may enlarge the research empirically and study different quality approaches.

Title: Remote monitoring program for patients with COVID-19 after hospital discharge: Exploring user's experience and perspectives on two telehealth platforms. (Preprint)

2021 ◽  
Author(s):  
Marie-Pascale Pomey ◽  
Khayreddine Bouabida ◽  
Bertrand Lebouché ◽  
Kathy Malas ◽  
Annie Talbot ◽  
...  
Keyword(s):  
Content Analysis ◽  
Remote Monitoring ◽  
Healthcare Providers ◽  
Monitoring Program ◽  
Healthcare Services ◽  
Descriptive Statistics ◽  
Research Approach ◽  
Quality And Safety ◽  
Cross Sectional ◽  
Phone Calls

BACKGROUND As Covid-19 pandemic circumstances created the need to act to reduce the spread of the virus and alleviate healthcare services from congestions, protect healthcare providers and support them in maintaining a satisfactory quality and safety of care, Covid19 patient remote monitoring platforms quickly emerged. OBJECTIVE This study aimed to evaluate the capacity and contribution of two different platforms' services to monitor remotely patients with Covid-19. The first is a platform of telecare calls (Telecare-Covid), and the second platform is a telemonitoring app (Tactio-Covid). The study sought to examine the differences in acceptability, usefulness, and conviviality of those two different platforms services from users' perspectives and evaluate their contribution in maintaining the quality and safety of care, and engaging patients in their care. METHODS We performed a retrospective cross-sectional study using a survey. The data were collected through phone calls between May and August 2020. The data were analyzed using descriptive statistics, and t-test analysis. The participants' responses and comments on open-ended questions were analyzed using content analysis. The research approach through descriptive statistics allowed us to examine the differences in acceptability, usefulness, and conviviality of those two different platforms services from users' perspectives and determine their contributions to maintaining the quality and safety of care and promoting patient engagement. Whereas the content analysis of the general comments enabled the identification of certain stakes and challenges and improvements paths of the platforms. RESULTS In total, 51 patients participated in the study. 18 participants have used the Tactio-Covid platform and 33 participants have used the Telecare-Covid platform. Overall, the satisfaction rate regarding the quality and safety of the care services provided through the two platforms was 80%. Over 88% of users on each platform considered the services offered by the two platforms as engaging, useful, convivial, and meet their needs. The survey identified very few significant differences in users' perceptions regarding certain aspects on each platform. The survey identified four well-appreciated domains by the platforms’ users: (1) the ease of access and the proximity of care teams, and (2) the conviviality of the platform features (3) the continuity of care, and (4) the multitude of services. Certain stakes and limits such as the importance of maintaining human contact and confidentiality have been also identified and suggestions for improvement have been formulated. CONCLUSIONS This study provided preliminary evidence suggesting that the two remote monitoring platforms were well-received by users by users with very few significant differences between users' experience and perspectives over the two platforms. This type of program can be considered in a post-pandemic era and for other post-hospitalization clienteles. To maximize efficiency, the areas for improvement and the issues identified should be considered in a patient-centered manner. CLINICALTRIAL NA

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