Antecedents and Consequences of Patient Satisfaction in the Context of Private Hospitalization Services

Abstract

This study aims to investigate the impacts of perceived quality and perceived value on patient satisfaction as well as the influence of patient satisfaction on hospital’s brand image, patient loyalty and word-of-mouth intention in the context of private hospitalization services. With regards to the conceptualization of perceived quality, this study also attempts to uncover the underlying dimensions of hospitalization quality in the specific context of private hospital. This study surveyed 254 patients who were admitted for at least three days at private hospital in Malaysia, revealing that patient satisfaction with hospitalization services could be explained directly or indirectly by five hospitalization quality domains namely outcome quality, rights and privacy, medical quality, service quality, and servicescape. The findings of this study also show that patient satisfaction has significant impacts on all the three consequences variables – brand image, patient loyalty and WoM intention. The two major contributions of this study include the conceptualization of hospitalization quality domains and the newly developed measurement of perceived value in the context of profit-oriented healthcare institutions.

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

“…service quality on customer satisfaction (Huang et al, 2021;Ryu et al, 2012;Chen et al, 2011). The service environment's design, style, layout and equipment strongly influence the overall quality and satisfaction level of patients (Ariffin et al, 2022;Ittamalla and Kunamneni, 2019;Fatima et al, 2018;Radu et al, 2022). Similarly, past studies exposed a strong association between personnel quality and customer satisfaction in the healthcare context (Chen et al, 2011).…”

“…Satisfaction and loyalty in service marketing are strongly correlated, and their intimate relationship is asymmetric, as suggested by experts trying to understand customer attitudinal loyalty (Oliver, 1999). Customer satisfaction can be a reason for being loyal to the service provider, but it is a critical debate topic in service marketing research, whether all satisfied customers are loyal customers or not (Oliver, 1999; Ariffin et al. , 2022) emphasises the need for critically analysing the function of trust and commitment in the healthcare context.…”

“…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).…”

“…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.…”

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

“…In a similar vein, many indices have been developed for specific specialized areas. For example, those for students (Álvarez Vaz et al, 2016; Alves and Raposo, 2007a, 2007b; Pardiyono and Puspita, 2020; Turkyilmaz et al, 2018), health care (Ariffin et al, 2022; Raposo et al, 2009), Transportation (Eboli and Mazzulla, 2009), tourists and tourism (Chen et al, 2016; Khan and Hashim, 2020; Pilelienė and Grigaliūnaitė, 2019; Saayman et al, 2018; Song et al, 2011, 2012), public transport (Zhang et al, 2019), volunteer (Ling et al, 2019), couples (Okhotnikov and Wood, 2020), internet banking (Keskar et al, 2020), assisted living (Holmes et al, 2021), government websites (Li, 2021), dental specialty centers (da Silva et al, 2022), and so on.…”