Structural Relationship among Service Value, Brand Image, and Patients Revisits in Regional Public Hospitals in Korea

Lim, Hwan-Yeol; Hwang, In-Kyung; Suh, Won-S.

doi:10.5392/jkca.2010.10.11.304

Cited by 6 publications

(3 citation statements)

References 3 publications

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“…This is due to the fact that patient satisfaction reflects how patients feel about the value they received when seeking health care in a hospital. The findings also support research by Lim et al (2010) that demonstrates how patient satisfaction is greatly impacted by customer value.…”

Section: Table 4 Estimation Of the Relationship Between Nhis Service ...supporting

confidence: 80%

National Health Insurance Scheme Services and Patient Satisfaction: The Nigerian Experience

Osarobo

Adekunle

2022

HEM

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Healthcare delivery in the present day involves not just treating the patient but also paying attention to the overall satisfaction the patient derives while obtaining the service. This has made satisfaction in healthcare services a top priority for both healthcare professionals and patients. However, the costs of healthcare services continue to be key sources of hardship for many households, hence the introduction of the National Health Insurance Scheme (NHIS) service in Nigeria to lessen the financial burden of accessing healthcare. The study investigated how patient satisfaction is impacted by NHIS service in a teaching hospital in Nigeria. The population consists of all enrollees of NHIS at the University of Benin Teaching Hospital (UBTH). Copies of the questionnaire used for the study were administered to NHIS enrollees seeking medical care in three departments of the hospital, namely: General out-patient, Maternity, and Dental. Out of the 200 questionnaires administered, 182 (General out-patient department – 79, Maternity department – 52, and Dental – 51) were found usable. To access the patients in the aforementioned departments of UBTH, convenience sampling, a form of non-probability sampling method, was applied. The method was chosen because it allows for simple access to and contact with target respondents. Multiple regression analysis was used to establish the statistical significance and relationship between patient satisfaction and NHIS services, such as accessibility, empathy, reliability, tangibility, responsiveness, and waiting time. The study found that accessibility, reliability, and waiting time have a significant impact on patient satisfaction with NHIS services. The study recommends that a more efficient and sustainable model should be designed and implemented in hospitals to minimise waiting time by engaging more health professionals and experts, as well as re-engineering the existing patient flow should be incorporated into the model. The study concludes that empirically investigating the quality of NHIS services and patient satisfaction in healthcare is important in several ways. First, it increases our understanding of service quality and patient satisfaction in particular, as well as service marketing in general, thereby laying the groundwork for future research. Secondly, the management of healthcare organisations will be able to spot any unsatisfactory service elements, which will serve as the basis for designing effective strategies to raise service quality in the healthcare industry.

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Section: Table 4 Estimation Of the Relationship Between Nhis Service ...supporting

confidence: 80%

National Health Insurance Scheme Services and Patient Satisfaction: The Nigerian Experience

Osarobo

Adekunle

2022

HEM

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“…Meanwhile, according to Kotler and Armstrong Kotler and Armstrong (2013), high customer value will satisfy customers because they feel the product consumed has higher benefits than the sacrifices that must be made (Kotler and Armstrong, 2013). It shows that patient satisfaction can build relationships in the long term and can be interpreted that patient satisfaction will be higher if the perceived value and quality exceed the patient's expectations (Lim, H.Y., Hwang, I.K., Suh, 2011;Sharmila, S., & Krishnan, 2013). The results of this study are in line with research conducted by (Cronin, J.J., Brady, M.K., Hult, 2011;Hur, Kim and Park, 2013;Lam, S.Y., Shankar, V., Erramilli, M.K., Murthy, 2014;Wang, Y., Lo, H.P., Yang, 2014).…”

Section: Resultsmentioning

confidence: 99%

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Wartiningsih

Silitonga

Ritunga

et al. 2022

Kemas

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Comprehensive holistic health services are a form of improving the quality of health services by measuring IKM. The result of a survey by BPJS Kesehatan is that the IKM has not reached targeted satisfaction in 2016 and 2017. Public Health Center X has an index value that exceeds the existing IKM target, but the index value is lower than the index value in 2016. This study will analyze the decrease in the satisfaction index of BPJS participants towards First-Level Healthcare Facilities (FKTP). Then the low satisfaction index of BPJS participants getting their treatments in Public Health Center X. The study aims to understand the relationship between comprehensive holistic service and the satisfaction of outpatients at Public Health Center X. The research was an analytical observational study with a cross-sectional design. The samples obtained in this study were 242 respondents. The data were next processed using the PLS-SEM application. The results show that comprehensive holistic services affect satisfaction (t=7.983). The holistic service affects loyalty (t=6.112). The customer value affects satisfaction (t=2.155) and loyalty (t=3.527). Satisfaction affects loyalty (t=4.488). This research concludes that comprehensive holistic service and customer value affect satisfaction and loyalty. In addition, satisfaction has a direct effect on loyalty.

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“…Perceived value is a positive predictor of satisfaction, where patients who feel that there is more value than a service will have a high level of satisfaction. This shows that patient satisfaction is an indicator of the patient's value for the health services received [34]. Furthermore, patient values significantly influence patient revisit intention whereas higher perceived value will be even greater patient loyalty to avail the services back [5], [9].…”

Section: Model Developmentmentioning

confidence: 99%

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

Guspianto

Hubaybah

Ningsih

2022

Open Access Maced J Med Sci

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BACKGROUND: Improving quality of service at the public health center (PHC) is very important to increase patient value, patient satisfaction, and ultimately encourage for behavior intention. AIM: This study aims to analyze the service quality model and its effect on patient value, patient satisfaction, and revisit interest to PHC in Jambi Province. METHODS: A cross-sectional research design was conducted through a survey of 12 PHC in Jambi Province which were selected by multistage random sampling. The research sample was outpatients who were selected using convenience sampling technique. A total of 600 questionnaires were distributed and returned completely. A 4-point Likert scale was used to measure the four variable constructs, namely, service quality, patient value, patient satisfaction, and revisit intention. Data analysis was carried out using partial least squares structural equation model. RESULTS: The study results obtained a construct of variables with valid and reliable indicators, and found five significant influence frameworks, namely, service quality to patient value (β = 0.203), service quality to patient satisfaction (β = 0.429), service quality to revisit intention (β = 0.254), patient value to patient satisfaction (β = 0.156), and patient satisfaction to revisit intention (β = 0.539), while patient value has no effect on revisit intention (β = 0.057). CONCLUSION: This research model is feasible to use in assessing service quality performance to assist PHC management practitioners in developing strategies that are able to encourage positive behavioral intentions to revisit to PHC.

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Structural Relationship among Service Value, Brand Image, and Patients Revisits in Regional Public Hospitals in Korea

Cited by 6 publications

References 3 publications

National Health Insurance Scheme Services and Patient Satisfaction: The Nigerian Experience

National Health Insurance Scheme Services and Patient Satisfaction: The Nigerian Experience

Patient Satisfaction Improvement by Comprehensive Holistic Services at Public Health Centre X Surabaya

Quality of Service and its Effect on Patient Value, Patient Satisfaction, and Revisit Intention: Investigation of the Public Health Center in Jambi Province

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