Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

Abstract

BackgroundInteraction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study.MethodsWe adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses.ResultsPerception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction.ConclusionsAccording to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly affects patient satisfaction, which represents a direct effect; and (B) service quality and patient trust are used as intervening variables to affect patient satisfaction, which represents an indirect effect. Due to differences in the scale, resources and costs among medical institutions of different levels, it is a most urgent and concerning issue of how to control customers’ demands and preferences and adopt correct marketing concepts under the circumstances of intense competition in order to satisfy the public and build up a competitive edge for medical institutions.

Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction

“…As table 1 illustrates, all the Cronbach's α values exceeded 0.7, meeting the acceptable standard of more than 0.7, and no single factor included only one question. (9,25) The analytical results of all scales had reached this standard.…”

“…These are all issues that citizens consider when choosing a medical service provider, and the concept of these service encounter attributes is highly similar to some perspectives of service quality. (8)(9)(10) It is used experimental design methods to investigate the factors influencing customer evaluations and responses when service encounter occurs. This study held that adding new 3Ps (physical evidence, people [including frontline staff and customers], and process) to the 7Ps of service marketing can concretely present service encounter to customers.…”

Word of Mouth Sebagai Konsekuensi Kepuasan Pelanggan

“…(Chang, Chen, & Lan, 2013) menjelaskan bahwa pelayanan pada rumah sakit memerlukan interaksi yang tinggi antara pasien dengan penyedia jasa seperti dokter, suster dan paramedik. Interaksi ini apabila berlangsung dengan baik akan menyebabkan persepsi konsumen akan kualitas jasa rumah sakit tersebut baik dan akhirnya akan menghasilkan kepuasan pasien (Chang, Chen & Lan, 2013).…”

“…(Chang, Chen, & Lan, 2013) menjelaskan bahwa pelayanan pada rumah sakit memerlukan interaksi yang tinggi antara pasien dengan penyedia jasa seperti dokter, suster dan paramedik. Interaksi ini apabila berlangsung dengan baik akan menyebabkan persepsi konsumen akan kualitas jasa rumah sakit tersebut baik dan akhirnya akan menghasilkan kepuasan pasien (Chang, Chen & Lan, 2013). Begitu juga penelitian yang dilakukan oleh (Aghamolaei et al, 2014) di Iran, mereka berusaha mengevaluasi kualitas pelayanan rumah sakit di Iran dan menemukan bahwa ternyata persepsi pasien di Iran mengenai dimensi kualitas yang paling tinggi adalah assurance atau jaminan bahwa rumah sakit mempunyai tenaga yang handal sehingga pasien percaya.…”

Establishing Patient Loyalty by Investigating Its Relationship with Relationship Quality, Alternative Attractiveness, and Patient Gratitude in Hospitals

“…In fact, both physicians and patients need to engage in an interactive process because of the uncertainties and complex process of medical treatment. Various studies on relationship marketing have confirmed that a good relationship quality is based on a long-term relationship between patients and hospitals [4], [5], and this high-quality relationship is an essential component that leads to a sustainable development for hospitals in a competitive medical service industry [6]. However, empirical practices of healthcare organizations concerning the enhancement of patient loyalty through maintenance of good relationships with patients are still ambiguous [7].…”