Factors affecting patient satisfaction in the health care sector in Serbia

Damnjanović, Vesna; Janicic, Radmila; Jovanović, Vesna

doi:10.2298/sarh170718195d

Cited by 2 publications

(2 citation statements)

References 23 publications

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“…Health care services have also occupied the attention of researchers in Serbia. Damnjanovic et al (2018) studied the determinants of patient satisfaction in Serbia. Findings of their study indicate care of the doctors and support staff as important determinants of patient satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Rajić¹,

Milošević

Rakić

2020

Manage: J. Sustainable Bus. Manage, Solutions Emerging Econ.

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Research question: This study aims to investigate the determinants of customer loyalty in a European emerging economy’s health care setting. Motivation: In spite of a rising research interest in the determinants of patients’ loyalty over previous years, scarce attention has been paid to date to simultaneous examination of the influential factors of patients’ loyalty. Although a number of studies have pointed to patients’ perceptions of service quality as an important determinant of loyalty, there is a paucity of research of the impact of service quality, at a disaggregate level, on patients’ loyalty. Idea: To address this knowledge gap, this study builds upon the South Korean health care service quality measurement instrument and, upon supporting its validity in the Serbian health care setting, examines a relative contribution of service quality dimensions and satisfaction to patients’ loyalty. Data: Quantitative research has been performed, by means of a structured questionnaire, on a convenience sample of 300 health care customers in Serbia. Tools: Structural equation modelling (SEM) has been applied to simultaneously examine the impact of service quality dimensions and satisfaction on patients’ loyalty. Findings: Results of the study point to patient satisfaction as the most significant determinant of loyalty, followed by tangibles and concern of other medical staff, which in terms of total effect resulted as statistically significant determinants of loyalty. Findings of this study indicate that managerial attention to these predictors may results in higher levels of patients’ loyalty to the institution. Contribution: This study adds to the body of knowledge on patients’ loyalty and points to the relevance of a more holistic approach in future examinations of customer loyalty in a health care setting.

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Section: Literature Reviewmentioning

confidence: 99%

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Rajić¹,

Milošević

Rakić

2020

Manage: J. Sustainable Bus. Manage, Solutions Emerging Econ.

View full text Add to dashboard Cite

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“…Based on that conclusions are drawn, how and with which activities are possible to improve the process of management and provision of services in the healthcare sector. The main goal of each healthcare institution is to recognize the factors that will improve patient-centered care [9]. The application of performance management in healthcare is a topic that is still evolving.…”

Section: Introductionmentioning

confidence: 99%

Improving Healthcare Institutions Efficiency after Covid-19 by Application of Key Performance Indicators: A Case of Serbia

Lecic-Cvetkovic,

Kuveljic,

Rajkovic

et al. 2023

RJLM

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The purpose of this paper is to analyze the efficiency of healthcare services in healthcare institutions in the years before and after the pandemic COVID-19 by application of Key Performance Indicators (KPIs). The aim of this paper is to show the possibilities of improving the efficiency of healthcare services in healthcare institutions by applying KPIs. For the comparative analysis, 12 KPIs divided into six groups are defined, monitored, measured and compared, as a tool applied to the analysis of specific data of one of the largest healthcare institutions in the Republic of Serbia, Clinical Hospital Center "Dr Dragiša Mišović -Dedinje" in Belgrade, from six-month reports for the years before and after the pandemic COVID-19, i.e. 2019 and 2022. The results observed from the comparative analysis indicate that in the post-COVID year, at the institution level, 11 applied KPIs decreased in value, and only one KPI had an imperceptible value increase. The results of the conducted analysis can be applied to increase the efficiency of healthcare services in healthcare institutions. Recommendations for improving the efficiency of healthcare services are: Reduction of waiting lists for specialist examinations and operations created during the pandemic COVID-19; Online consultations by application of digital technologies; Coordination of activities, employees and all types of examinations; Alignment of available material and non-material resources and providing timely interventions; Capacity adjustment of the specialist examinations to the number of post-COVID patients; Additional training of employees, especially those who started working in the COVID regime.

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Factors affecting patient satisfaction in the health care sector in Serbia

Cited by 2 publications

References 23 publications

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia

Improving Healthcare Institutions Efficiency after Covid-19 by Application of Key Performance Indicators: A Case of Serbia

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