A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania

Abstract

The quality of medical services provided by public hospitals has become a crucial principle in health. Awareness and satisfaction of patients are increasing in pace with technological processes and therapeutic procedures. Therefore, Romania's public hospitals must provide quality to patients and assure medical staff's efficiency and professionalism, a high level of satisfaction, and patient safety. This paper aimed to evaluate patient satisfaction measures used in Romania's Healthcare System. Between January and February 2019, an exploratory study was conducted. Data were collected through face-toface interviews based on a questionnaire only with patients who used the health system last year. The results showed that only 39.71% of Romanians are satisfied with the quality of medical services, which means that 61.29% of respondents are disappointed by the health system. Because it is free of charge, the public sector is the only option available for a wide range of patients. The study's results may be an essential basis in developing and successfully improving marketing research on the quality of medical services provided through public hospitals especially considering that Romania must improve the health care system perception. Findings suggest that traditional patient satisfaction measures fail, and new ways must be taken into consideration.

A hybrid multi-criteria decision-making approach for hospitals’ sustainability performance evaluation under fuzzy environment

“…Additionally, more studies focusing on evaluating patient satisfaction in hospital settings have been conducted by Black et al. (2021), Graham (2016), Radu et al. (2022) and Sumaedi et al.…”

“…Similarly, Fei et al (2020) have considered 33 different performance indicators to assess IJPPM 73,3 hospital service quality and categorized them under six main dimensions: hospital equipment, service attitude, pharmacy and medical treatment, professional capability, administrative policy, and hospital sanitation and environment. Additionally, more studies focusing on evaluating patient satisfaction in hospital settings have been conducted by Black et al (2021), Graham (2016), Radu et al (2022) and Sumaedi et al (2016a). These research works are summarized in Table 1.…”

What determines behavioural intention in health services? A four-stage loyalty model

“…Given that the healthcare industry is undergoing an instant alteration to accommodate growing expectations, satisfaction and loyalty behaviour are widely emphasised as the key indicators of healthcare providers' success. A review of prior studies shows that the majority of academic studies on antecedents of loyalty tend to be more focused on outpatient services than on inpatient services, which are rare in the prevailing literature (Radu et al, 2022;Ariffin et al, 2022). A limited number of literature are currently accessible on the development of loyalty behaviour within the framework of hospital stays in government healthcare settings.…”

COVID 19 Pandemic and the Reaction of the Supreme Audit Institutions. Lessons Learned at the End of the Pandemic

“…This work is distributed under the Creative Commons Attribution 4.0. License (http://creativecommons.org/licenses/by-nc-nd/4.0/) Among the negative effects of the pandemic was the shortage of medical equipment and medical supplies needed to prevent and combat infections with the new coronavirus, which led to an increase in the price of manufacturers, but also to the emergence of noncompliant products, which led to huge expenditures in public procurement, but also to changes in the scope of legislation in this area, with unforeseen consequences (Radu et al, 2016;Radu et al 2022).…”