Does Perceived Service Quality Affect Patient Satisfaction?

Akhtar, Afsana; Huda, S. S. M. Sadrul; Dilshad, Segufta

doi:10.4018/ijppphce.2019010104

Cited by 4 publications

(3 citation statements)

References 28 publications

(9 reference statements)

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“…Therefore, all organisations that aim to be a benchmark for other rival organisations should provide F 41,1/2 higher services quality (Lankford, 2022). It is very difficult to assess service quality because it is a vague and non-concrete construct compared to the quality of things (Akhtar et al, 2019). Apart from being intangible, it also has the characteristics of inseparability because service production and consumption occur simultaneously (Pakur ar et al, 2019).…”

Section: Service Qualitymentioning

confidence: 99%

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

Amankwah

Choong²,

Boakye-Agyeman³

2022

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Purpose With challenges in health-care facilities management (FM) and adequacy of health-care resources constraints in most developing countries, improving patient’s health-care experience has become of strategic importance in public health-care delivery. This paper aims to investigate the mediating effect of adequacy of health-care resources on the relationship between the quality of health-care FM services and patient’s health-care experience. Design/methodology/approach This cross-sectional study adopts a quantitative approach based on a questionnaire survey conducted on 660 patients of three teaching hospitals in Ghana. In total, 622 valid questionnaires were used for data analysis using partial least squares structural equation modelling. Findings The mediating effect of adequacy of health-care resources on the relationship between responsiveness and tangibility and patients’ health-care experience were supported, while that of empathy, reliability and assurance were not supported. The relationship between and adequacy of health-care resources and patients’ health-care experience was also supported. Research limitations/implications The study limitation is that it was only the teaching hospitals that were surveyed. In future studies, a comparative analysis can be conducted between both public and private hospitals. Other constructs and relationships such as the mediating effect of the quality of health-care administrative process on the relationship between FM service quality and patients’ health-care experience as well as the moderation effect of adequacy of health-care resource on the relationship between FM service quality and patients’ health-care experience can also be tested. Future studies on the same subject can use health-care workers as the respondents of the study. Practical implications The result should inspire health-care managers to prioritize attention on health-care FM to create and sustain a decent health-care environment. Facilities managers should ensure standards are not compromised by keeping health-care resources in good condition through the organisation and management of resources. Originality/value To the best of the authors’ knowledge, this paper is one of the pioneer studies to test the mediating effect of adequacy of health-care resources on the relationship between patient’s health-care experience and health-care FM service quality. The proposed framework can be adapted to various sectors and countries as this empirical validation extends knowledge.

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Section: Service Qualitymentioning

confidence: 99%

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

Amankwah

Choong²,

Boakye-Agyeman³

2022

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“…In addition to doubtful interaction of service quality with loyalty, there are arguments in support of patient compliant. Insufficient attention from medical staff (Handayani et al, 2015), a long waiting time (Mahendradhata et al, 2017) that results in patient dissatisfaction (Thi Thao Nguyen et al, 2018) as a poor service may result in patient dissatisfaction (Akhtar, Huda, & Dilshad, 2019), which results in low enrollment of informal workers. H 2 can be used to test this assumption and investigate the level of satisfaction with public hospital treatment.…”

Section: Patient Satisfaction In Indonesia Public Healthcare Centersmentioning

confidence: 99%

Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City

Siyoto¹,

Tule²

2019

GJHS

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The Social Security Organizing Agency (BPJS) which was established in 2014, implements the National Health Insurance Program (JKN). While JKN positively affects national health and increases the financial flow of private hospitals, there is a significant financial deficit, which can be covered by the involvement of informal private-sector workers, whose loyalty to the hospital is mainly influenced by hospital’s environment, communication with staff, and service quality. Previous studies indicate that in Indonesia loyalty to the public hospitals can have no relationships with service quality, to test this assumption, a sample of 126 subjects was recruited at the Balowerti City Health Center, Kediri City. All participants of the study received premium assistance beneficiaries (PBI) of BPJS insurance, which is fully subsidized by the government. Despite this, the main part of the sample evaluated their perception of the Balowerti City Health Center and the quality of its service as average or poor. Ordinal regression confirmed the existence of the influence of service quality and perception of the hospital on the behavioral intention of patients. Refers to perception of low service quality is the main reason for insufficient involvement if JKN. According to the previous studies, a lack of time for communication with the patient, long time of waiting, and a lack of information of BPJS are main reasons of patient dissatisfaction and low enrollment in JKN.

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“…c) Some factors that encourage companies to use e-commerce include helping faster communication with customers, satisfying customers. d) The benefits of using e-commerce for companies are increasing sales profits, increasing the number of customers, expanding business reach, means of promotion, opening new business opportunities, ease of relationships with customers and customer satisfaction [8]. This study aims to illustrate the impact of using E-Commerce, especially for the benefits of E-Commerce for business strategies.…”

Section: Introductionmentioning

confidence: 99%

Impact of E-Commerce in Industry

Rizaldi

Madany

2021

INJURATECH

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E-Commerce is a buying and selling activity, where the activities of sellers and buyers are carried out through the internet. This study aims to illustrate the impact of using E-Commerce, especially for the benefits of E-Commerce for business strategies. There are several ways to develop business both manually and computers. But in this era of the global economy, not only is the work process computerized, but the sales process also utilizes these facilities. The goal is to use e-commerce to attract more consumers because it can reach wider consumers. This research uses descriptive qualitative method and literature study based on previous research. So is it enough to make E-Commerce an industry that will experience an increase in sales results? Of course not, but the more quality E-Commerce that is created will further increase profits for the company

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Does Perceived Service Quality Affect Patient Satisfaction?

Cited by 4 publications

References 28 publications

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City

Impact of E-Commerce in Industry

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