How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care, Willingness to Recommend, and Willingness to Return

Otani, Koichiro; Waterman, Brian; Faulkner, Kelly; Boslaugh, Sarah; Dunagan, W. Claiborne

doi:10.1097/00115514-201001000-00006

Cited by 91 publications

(84 citation statements)

References 5 publications

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“…A c c e p t e d M a n u s c r i p t PATIENT SATISFACTION WITH DOCTOR 6 measuring PS becomes a valuable economic practice for institutions wishing to increase revenue gains through enhanced reputation, positive word-of-mouth [15], and greater patient volume through customer loyalty [5,19,20].…”

Section: Page 6 Of 39mentioning

confidence: 99%

What do measures of patient satisfaction with the doctor tell us?

Boquiren

Hack

Beaver

et al. 2015

Patient Education and Counseling

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Section: Page 6 Of 39mentioning

confidence: 99%

What do measures of patient satisfaction with the doctor tell us?

Boquiren

Hack

Beaver

et al. 2015

Patient Education and Counseling

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“…Among them, based on the comprehensive evaluation theory [6], the scale measuring perceived value was modified with TCM service characteristics [7]; based on the study of Otani [8], the scale measuring the willingness to medical treatment of TCM was modified with TCM characteristics. The third is the public demographic variables.…”

Section: Investigation Methodsmentioning

confidence: 99%

Investigation and Countermeasure Research on Perceived Value and Willingness to Medical Treatment of Traditional Chinese Medicine Service by the Public

Duan¹,

Li²,

Li³

et al. 2017

dtem

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Abstract. The objective of this paper is to study the conditions of perceived value, trust and willingness to medical treatment of Traditional Chinese Medicine (TCM) service, and to explore the influence of perceived value and trust on medical treatment intention. The data were collected by questionnaire survey, using reference sampling and convenience sampling, and the data were analyzed by SPSS. 97.33 percent of respondents received TCM service, traditional Chinese medicine treatment was given priority to, the ratio as high as 85%, acupuncture, massage and cupping project; the public trust of TCM evaluation score for 4.16 (maximum 5 points) at a high level; perceived function value, economic value and time value of TCM were 3.84, 3.42 and 3.09 in medium level; perceived function value (b = 0.398, P = 0.000), perceived time value (b = 0.319, P = 0.000) and perceived economic value (b = 0.173, P = 0.000) have a positive effect on their willingness to medical treatment. Chinese public have a higher degree accept to TCM, but the service utilization is unbalance; public have high trust in TCM, but the perceived value has no obvious advantage; perceived value and trust have positive impact on intention to accept TCM.

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“…[4][5][6] Selain itu, kepuasan pasien dianggap sebagai prediktor kesediaan pasien untuk melakukan pengobatan. 7 Pengukuran dari nilai kepuasan dan pengalaman pasien telah dikembangkan dan digunakan untuk mengevaluasi dan memperbaiki kinerja rumah sakit, kualitas pelayanan, dan praktik dokter. 8 Kotler berpendapat bahwa niat membeli merupakan tahap yang ada sebelum seorang konsumen memutuskan untuk membeli suatu produk atau jasa.…”

Section: Pendahuluanunclassified

Influence Service Quality and Customer Satisfaction towards Drug Purchase Intention in Anggrek Outpatient Pharmacy Depo at Hasan Sadikin Hospital

Pratiwi

Muhtadi

Surahman

2016

Indones J Clin Pharm

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AbstrakKualitas pelayanan dengan dimensi bukti langsung, daya tanggap, kehandalan jaminan, dan empati dapat memengaruhi kepuasan pelanggan yang selanjutnya berujung pada niat membeli pelanggan. Berdasarkan laporan bulanan instalasi farmasi hanya sekitar 30% pasien yang membeli obat di depo farmasi Anggrek dari pasien yang berkunjung ke Poliklinik Spesialis Anggrek RSUP Dr. Hasan Sadikin. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap niat beli pelanggan di depo farmasi Anggrek RSHS. Metode yang digunakan adalah metode survei analitik dengan rancangan penelitian potong lintang. Sampel yang digunakan sebanyak 200 pasien yang terdiri dari 104 pelanggan dengan lebih dari satu kali kunjungan dan 96 pelanggan yang satu kali kunjungan ke poliklinik tersebut. Pengumpulan data menggunakan kuesioner dan dianalisis menggunakan aplikasi Smart PLS V 2.0. Kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dengan dengan nilai t-hitung 12,755 (lebih besar dari t tabel 1,983). Kepuasan pelanggan berpengaruh terhadap niat beli dengan nilai t-hitung 5,012 (lebih besar dari t tabel 1,983). Kualitas pelayanan berpengaruh terhadap niat beli dengan nilai t-hitung 1,455 (lebih kecil dari t tabel 1,983). Kualitas pelayanan memengaruhi pelanggan sehingga pelanggan tidak berniat membeli obat di depo farmasi yaitu ketidakteresediaan konseling, waktu tunggu yang lama, kebutuhan akan ruang konseling khusus, ruang tunggu yang luas, dan kelengkapan obat. Kata kunci: Kepuasan pelanggan, kualitas pelayanan, niat beli Influence Service Quality and Customer Satisfaction towards DrugPurchase Intention in Anggrek Outpatient Pharmacy Depo at Hasan Sadikin Hospital AbstractThe quality of service is an evaluation which focused on customer's awareness about a structural construction of a service or product that involves 5 main aspects which are tangibility, empathy, responsiveness, reliability and assurance. Based on monthly reports of pharmacy installation only about 30% of patients buy drugs in the Anggrek out patient depo out off patients visiting Anggrek out patient specialist clinic in Dr. Hasan Sadikin Hospital. The aim of this study is to determine the effect of service quality and customer satisfaction to purchase intention in the Anggrek out patient depo Hasan Sadikin hospital at Bandung. The method used in this study is analytical survey with cross sectional design. The samples used were 200 patients, consist of 104 customers who have visited more than one times and 96 first visit costumer to this clinic. Data was collected using a questionnaire and analyzed using Smart PLS V 2.0 software. The results of this study showed that the service quality with tangible dimensions, reliability, responsiveness, assurance, and empathy are affecting the customer satisfaction with a score of 12.755 t-count (greater than t-table 1.983 ) and a positive value of the original sample of 0.800. Customer satisfaction affecting the customer purchase intentions with t-count is greater than t-table values...

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How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care, Willingness to Recommend, and Willingness to Return

Cited by 91 publications

References 5 publications

What do measures of patient satisfaction with the doctor tell us?

What do measures of patient satisfaction with the doctor tell us?

Investigation and Countermeasure Research on Perceived Value and Willingness to Medical Treatment of Traditional Chinese Medicine Service by the Public

Influence Service Quality and Customer Satisfaction towards Drug Purchase Intention in Anggrek Outpatient Pharmacy Depo at Hasan Sadikin Hospital

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