Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector

Ahmed, Ferdous; Tarique, Kazi Md.; Arif, Ishtiaque

doi:10.1108/ijhcqa-01-2017-0004

Cited by 73 publications

(66 citation statements)

References 31 publications

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“…Some literature has discussed the impact of service quality on loyalty, for instance, Ismail, et al [4] . Some have discussed the relationship between service quality, service satisfaction, and service loyalty such as Kondasani and Panda [5] , Fatima et al [6] , Ahmed et al [7] , as well as Meesala and Paul [8] . And some have analyzed the relationship between patient value, service satisfaction, and service loyalty, for example, Rahmani et al [2] and Miao et al [3] .…”

Section: Literature Reviewmentioning

confidence: 99%

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Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

Lin

Yin

2020

Preprint

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Background: This study seeks to explore the relationship of service quality, brand image, perceived value, service satisfaction and loyalty in China’s private dental clinics. Methods: This is a cross-sectional survey study, being conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected by convenience sampling method. A total of 230 residents were surveyed. Among them, 125 had received services in private dental clinics, being the valid sample of this study. A multiple regression model was run to explore factors influencing patient loyalty. Subsequently, the path analysis was used to understand the relationship of service quality, brand image, perceived value, patient satisfaction, and patient loyalty. Results: After controlling for the effect of demographic and socio-economic variables, perceived value and patient satisfaction have significant influences on patient loyalty. The path analysis indicates the perceived value, perceived quality, and expected quality have direct effects on patient satisfaction, and have indirect effects on patient loyalty, with patient satisfaction as a mediator. Additionally, perceived value has a direct and indirect effect on patient satisfaction. Conclusion: This study helps managers in private dental clinics to gain support from customers through building customer loyalty towards dental clinics.

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Section: Literature Reviewmentioning

confidence: 99%

“…To summarize, the extant Chinese studies focus more on public health service institutions rather than private institutions. Even if some studies focus on the private health service institutions, for example, Kondasani and Panda [5] , Ahmed et al, [7] , and Fatima et al [6] , these studies are not conducted in China.…”

Section: Literature Reviewmentioning

confidence: 99%

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

Lin

Yin

2020

Preprint

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“…Another study identified that the satisfaction of patients act as a mediator factor between repatronage intention and quality of service (Yeo et al, 2013). (Ahmed et al, 2017 andFatima et al, 2018) have found that the satisfaction of patients is significantly contributed to improve the relationship among loyalty and quality of service in the healthcare sector.…”

Section: Patient Satisfaction As Mediator Variablementioning

confidence: 99%

Effect of Personnel Care Quality of Private Healthcare Providers on Arab Patients’ Satisfaction a nd Word of Mouth Communication: An Empirical Research in India

Al-Daoar*¹,

Munusamy²

2019

IJEAT

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Personnel quality in service industry is a significant factor as it interacts directly with customers. Thus, the understanding of personnel quality is an important aspect for strategies’ development and implementation to enhance the service delivery process. In the healthcare and medical tourism industries, personnel quality such as quality of doctors, nurses, administrative staff and interpreters play a major role in delivering good service to patients. Generally, there are studies relating to quality of service based on selected dimensions and its effects on patients’ satisfaction and word-of-mouth. However, studies focusing on personnel quality and its impact on the satisfaction and word-of-mouth of patients are still scarce. Hence, the present research aims to measure perspectives of Arab patients concerning the personnel quality of health care providers, satisfaction and word-of-mouth of patients in Indian private hospitals. To achieve this aim, a required data was collected from 335 Arab patients though valid and reliable structural questionnaire. Appropriate statistical methods including Structural Equation Modeling (SEM) were applied in the present research to analyze the collected data and to examine the proposed model and hypotheses. Based on the analysis, it was found that the dimensions of doctors’ quality and nurses’ quality were significant, whereas the dimensions of administrative staffs’ quality and interpreters’ quality were not significant to predict the satisfaction and word-of-mouth of Arab patient. Thus, the results of this research can assist private healthcare providers to take appropriate policy decisions.

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“…Expectation is a potential predictor for satisfaction, meaning that if the elderly are satisfied with the health services provided in the posbindu, they will visit the posbindu regularly. 8,9 The definition of the elderly's expectations towards the services in the posbindu has not yet been constructed but the definition of expectation itself can be adapted from the definition of expectation towards health services from Levenstein: "the individuals' stated reasons for the visit, that often relate to a symptom or a concern, which is anticipated for an acknowledgement or a response from the physician". 10 The classification of expectation is in an undergoing debate.…”

Section: Introductionmentioning

confidence: 99%

Elderly’s Expectations of Services in Integrated Health Post (Posbindu): A Qualitative Study

Azana

Gondodiputro

Didah

2019

mkb

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Many factors influence the compliance of the elderly to visit the Integrated Health Post (posbindu). One factor that needs to be explored is the expectation of the elderly on the services in this post. Expectations that are met with performance will create satisfaction, leading to a regular visit to the posbindu. This study aimed to explore the expectations of the elderly towards services provided in the posbindu. A qualitative phenomenology study using a in-depth interview was conducted to 8 elderly informants from 7 posbindu from 7 public health centers (Pusat Kesehatan Masyarakat, Puskesmas) who were selected by purposive sampling in Bandung City. Posbindu and Puskesmas was selected in a simple random manner. The study was conducted from July to October 2018. Explored concepts were structure, process, and output of expectations. The collected data was processed by coding and categorization.This study discovered that the structural expectation covered three subthemes, namely accessibility, human resources, and facilities. The process expectation was formed by three subthemes: behavior and communication skills of the cadres; behavior and communication skills of the health providers; consultation and treatment. The output expectation was formed by three categories, including information about their illness, controlled disease, and the desire to stay healthy. This study discovered 3 new categories from several subthemes of the health care provided in the posbindu, i.e. free services, attendance of a doctor, and medicine prescription. In conclusion, the expectation of the elderly towards the health services at the Posbindu has been identified. Ekspektasi Lansia terhadap Pelayanan di Posbindu AbstrakBanyak faktor yang mempengaruhi kepatuhan lansia untuk datang ke Pos Pembinaan Terpadu (Posbindu). Salah satu faktor yang perlu digali adalah harapan para lansia. Harapan sesuai dengan kenyataan akan menciptakan kepuasan, yang mengarah ke kunjungan rutin ke Posbindu. Tujuan dari penelitian ini adalah mengeksplorasi harapan para lansia terhadap layanan di Posbindu. Penelitian fenomenologis kualitatif dilakukan dengan menggunakan wawancara mendalam kepada 8 informan lansia dari 7 Posbindu (dari 7 Puskesmas) yang dipilih secara purposive sampling di Kota Bandung. Pemilihan Posbindu dan Puskesmas dilakukan secara acak sederhana. Studi ini dilakukan dari Juli hingga Oktober 2018. Konsep yang dieksplorasi adalah struktur, proses, dan output dari harapan. Data yang dikumpulkan, diproses dengan pengkodean dan kategorisasi. Penelitian ini menemukan harapan struktural dicakup oleh tiga sub-tema, yaitu aksesibilitas, sumber daya manusia, dan fasilitas. Harapan proses dibentuk oleh tiga sub-tema, yaitu perilaku dan komunikasi kader; perilaku dan komunikasi tenaga kesehatan; konsultasi dan perawatan. Harapan masukan dibentuk oleh tiga kategori, termasuk informasi tentang penyakit mereka, penyakit terkendali, dan keinginan untuk tetap sehat. Studi ini menemukan 3 kategori baru dari beberapa subtema yaitu tidak perlu membayar , kehadir...

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Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector

Cited by 73 publications

References 31 publications

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

Service Quality, Brand Image, Perceived Value, Patient Satisfaction and Loyalty in China’s Private Dental Clinics

Effect of Personnel Care Quality of Private Healthcare Providers on Arab Patients’ Satisfaction a nd Word of Mouth Communication: An Empirical Research in India

Elderly’s Expectations of Services in Integrated Health Post (Posbindu): A Qualitative Study

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