Fulfilment of expectations mediating quality and satisfaction: the case of hospital service

Abstract

Many attempts have been conducted during the last decades to define a quality measurement scale in the health sector, however there is not yet a complete agreement on which dimensions impact satisfaction. Besides, a quality scale encompassing all patient concerns related to his/her hospitalisation is still lacking. In this context, the purpose of this study is three aimed: (i) defining a scale (HospQual) to assess patients' perceived quality of hospital service; (ii) analysing the impact of perceived quality on patient satisfaction; and (iii) analysing the mediation role of fulfilment of patients' expectations between quality and satisfaction. To capture data regarding Catalan patients' perceived quality of hospital service, two surveys were launched: the first collected 200 questionnaires in June 2016, and the second collected 601 questionnaires in December 2016. An array of exploratory factor analyses was carried out with the first sample to establish the HospQual scale dimensions, which showed appropriate psychometric characteristics. The second sample was used for confirmatory purposes and also to analyse the research model analysis addressed to determine the mediating role of fulfilment of expectations. Findings confirmed HospQual dimensions impact satisfaction. Additionally, fulfilment of expectations is proved to be a mediator between quality and satisfaction.

Patient satisfaction and loyalty to the healthcare organization

“…Service quality depends on the extent to which customer expectations align with the perceived quality of the service received (Dopeykar et al, 2018). Thus, perceived quality and customer expectations of service quality are closely related (Marimon et al, 2019). Moreover, PSQ directly affects customer satisfaction and behavioral intentions (Agyapong et al, 2018) and indirectly affects customer loyalty (where this relationship is mediated by customer satisfaction; Mosahab et al, 2010).…”

“…If the perceived service does not meet the expectations, IJPHM 15,4 customers are disappointed. Customer expectations and PSQ predict customer satisfaction (Marimon et al, 2019;Almsalam, 2014). Evaluation of service quality is based on the measurement of customer expectations and perceived quality with respect to various aspects of service, such as tangibility, reliability, responsiveness, assurance and empathy (Nadi et al, 2016;Dopeykar et al, 2018).…”

“…Evaluation of service quality is based on the measurement of customer expectations and perceived quality with respect to various aspects of service, such as tangibility, reliability, responsiveness, assurance and empathy (Nadi et al, 2016;Dopeykar et al, 2018). Therefore, perceived quality is closely related to consumer expectations (Marimon et al, 2019). Customers' expectations and satisfaction must be fulfilled to improve perceived quality (Marimon et al, 2019).…”

“…Therefore, perceived quality is closely related to consumer expectations (Marimon et al, 2019). Customers' expectations and satisfaction must be fulfilled to improve perceived quality (Marimon et al, 2019). Moreover, fulfilment of consumers' satisfaction and expectations noticeably influences service outcomes (Ruiz-Moral et al, 2007).…”

Patient Clothing as a Healing Environment: A Qualitative Interview Study

“…The current medical environment is rapidly changing with the development of advanced technology, but provider-oriented medical services are still causing unsatisfactory results for patients. Patient satisfaction is evaluated as an important factor in the quality of medical services [ 1 , 2 , 3 , 4 ]. The interior design of a medical institution, including its furniture, ornaments, lighting, sound, color, landscape, and physical environment, including factors such as patient clothing and the uniforms of the medical personnel, are important factors in creating a healing atmosphere by stimulating the senses of patients and staff and creating memorable experiences [ 5 ].…”