An Empirical Study on Patient Delight and the Impact of Human and Non-Human Factors of Service Quality on Patient Satisfaction in Private Hospitals

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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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

International Journal of Scientific Research in Science and Technology ◽

10.32628/ijsrst207563 ◽

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.

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The Impact of the Service Quality as a Mediating Variable on the Relationship between Internal Marketing Policies and Internal Customer Satisfaction: An Empirical Study at Taif University

Journal of Marketing Management (JMM) ◽

10.15640/jmm.v3n2a11 ◽

2016 ◽

Vol 4 (1) ◽

Author(s):

Dr. Abdulraheem Ali Alghamdi

Keyword(s):

Customer Satisfaction ◽

Empirical Study ◽

Service Quality ◽

Internal Marketing ◽

Internal Customer ◽

The Impact ◽

The Relationship

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PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v1i1.533 ◽

2008 ◽

Vol 1 (1) ◽

pp. 49

Author(s):

Febry Adhiana

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Health Care Professionals ◽

Public Hospitals ◽

Human Beings ◽

Private Hospitals ◽

Public And Private ◽

Revisit Intention ◽

Public And Private Hospitals

Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government. Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals. Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling. Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.

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An Empirical Study of the Impact of Service Quality for Taiwanese Firms to Enter the Chinese Market

iBusiness ◽

10.4236/ib.2013.53b004 ◽

2013 ◽

Vol 05 (03) ◽

pp. 18-20

Author(s):

Anny Ching-Fang Wei ◽

Peir-Chyi Lii

Keyword(s):

Empirical Study ◽

Service Quality ◽

Chinese Market ◽

The Impact

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Impact of Moral & Material Incentives on Employee’s Performance; An Empirical Study in Private Hospitals at Capital Amman

International Business Research ◽

10.5539/ibr.v9n11p222 ◽

2016 ◽

Vol 9 (11) ◽

pp. 222

Author(s):

Hasan Salih Suliman Al-Qudah

Keyword(s):

Statistical Analysis ◽

Empirical Study ◽

Empirical Analysis ◽

Analytical Method ◽

Private Hospital ◽

Demographic Variables ◽

Research Use ◽

Private Hospitals ◽

The Impact

The aim of this study is to identify the impact of moral & material incentives on employee’s performance as it will focus on some private hospitals operating at Amman capital of Jordan. The research use empirical analysis and distributed set of a questionnaire with a total of 291 out of which 20 were rejected due to various reasons including incompletely questionnaire, thus, 271 questionnaires was completed and shortlisted for statistical analysis , the study applied descriptive analytical method, and reached to following result, there is no difference application on moral and material incentives for employees to improve their performance when it comes to demographic variables like gender, age, educational qualifications. The study recommended a number of recommendations that private hospital has to develop policies and strategies to increase effectiveness incentives in addition to this, also the study recommend that the private hospitals in Amman should use incentives systems to meet with the needs of all employees.

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