Symmetric and asymmetric effects of primary healthcare attributes on patient satisfaction: Do they vary across patients?

Giovanis, Apostolos; Pierrakos, George

doi:10.1362/146934715x14503490536028

Cited by 2 publications

(6 citation statements)

References 57 publications

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“…We also found that respondents’ level of education negatively influences the overall evaluation of the services provided. This result is in line with Giovanis and Pierrakos (2015). Clients with a higher level of education tend to be more demanding and critical in relation to services provided.…”

Section: Presentation and Analysis Of Resultssupporting

confidence: 81%

“…Regarding the use of PRCA for evaluating the nonlinear impact of service dimensions on users’ general evaluation regarding the quality of healthcare services, Giovanis et al (2014) and Giovanis and Pierrakos (2015) conducted an empirical study concerning 407 service users, exploring four dimensions: nursing care, facilities’ conditions, medical care, and administration services and staff. They found that nursing care and medical care have a higher reward than penalty impact, although both are statistically significant.…”

Section: Literature Reviewmentioning

confidence: 99%

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Exploring the nonlinear impact of critical incidents on users’ satisfaction with healthcare services

Tontini

Vaz

Neto

et al. 2019

IJHCQA

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Purpose The purpose of this paper is to evaluate the nonlinear impact of users’ memories on their general evaluation of outpatient healthcare services by the integration of two methodologies: critical incidents technique (CIT) and penalty-reward contrast analysis (PRCA). Design/methodology/approach The authors carried out a survey with 356 respondents, users of seven outpatient clinics located in the city of Blumenau/SC, Brazil, during 2016. The participants were asked about their perceptions of positive and negative aspects of the service; and, using CIT, the answers were categorized according to the following dimensions: empathy, communication, facilities, access, promptness, medicines availability, complementary services, safety/confidentiality and service performance. Then, the authors evaluated the nonlinear impact of critical incidents on users’ general evaluation of the service using the identified incidents as input variables in a PRCA. Findings The findings show that users of healthcare services tend to remember emotion and health aspects positively, while technical and formal aspects tend to be more negatively than positively remembered. On the other hand, PRCA identifies that incidents of three dimensions positively influence the overall perception of the service (empathy, complementary services and privacy) and five negatively (empathy, facilities, speed, drugs/pharmacy and health performance), explaining 26.3 percent of the variation in clients’ general satisfaction. Originality/value The present paper explores the integration of two methodologies, showing how we can use open listening to healthcare service users to identify the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers exploring this approach, particularly in relation to healthcare services.

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Section: Presentation and Analysis Of Resultssupporting

confidence: 81%

Section: Literature Reviewmentioning

confidence: 99%

Exploring the nonlinear impact of critical incidents on users’ satisfaction with healthcare services

Tontini

Vaz

Neto

et al. 2019

IJHCQA

View full text Add to dashboard Cite

show abstract

“…The first is the transaction-specific, whereby satisfaction antecedes service quality. In health-care services, most empirical work corroborates the dominant quality-affectssatisfaction view (Dagger et al, 2007;Raposo et al, 2009;Chahal and Kumari, 2012;Ladhari and Rigaux-Bricmont, 2013;Chen and Fu, 2015;Giovanis and Pierrakos, 2015;Shabbir et al, 2016;Meesala and Paul, 2016). The theoretical support is based on Bagozzi's (1992) appraisal-emotional response-coping attitudinal framework, as service quality is conceptualized as a cognitively oriented construct, while satisfaction is mainly conceptualized as an affective construct (Brady et al, 2005).…”

Section: Empirical Justification Of the Service Quality Indexmentioning

confidence: 95%

“…In the same context, Raposo et al (2009) identified medical care, nursing care, administrative services and staff and facilities conditions as key determinants of primary health-care service quality. Moreover, Giovanis and Pierrakos (2015) used the four service quality attributes, which were proposed by Hospital outpatient services Raposo et al (2009), to investigate the asymmetric effects of primary health-care service quality on patient satisfaction including the role of patients' characteristics on the nature of these relationships. Finally, Zarei (2015) identified eight dimensions of primary health-care service quality including physician consultation, information to patient, physical environment, service cost and efficiency of administration services (i.e.…”

Section: Ijqss 102mentioning

confidence: 99%

“…nursing care) with relational-specific constructs (i.e. commitment) (Giovanis and Pierrakos, 2015). Based on the above discussion, the use of a formative measurement approach for perceived service quality of primary health-care services provided by hospital outpatient departments is more appropriate.…”

Section: Theoretical Justification Of the Service Quality Indexmentioning

confidence: 99%

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Assessing service quality and customer behavioral responses in hospital outpatient services

Giovanis

Pierrakos

Rizomyliotis

et al. 2018

IJQSS

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Purpose In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured model of service quality for primary health-care services provided by hospital outpatient departments. The index’s empirical validity is examined by investigating the strength of its relationship with certain behavioral responses such as patient satisfaction and behavioral intentions. Design/methodology/approach Data were collected through a stratified random sampling from eight hospital outpatient departments in Greece. Covariance-based structural equation modeling techniques were used to validate the proposed service quality index and further investigate its effect on patient satisfaction and behavioral intention. Findings The data analysis indicated that the proposed formative index is fully functional with medical care being the factor and mostly contributes to service quality perception, followed by administrative service and staff performance, and facilities condition and nursing care. It, further, confirmed the partial mediating role of satisfaction, as it enhances the high impact of service quality on behavioral intentions. Research limitations/implications The relationships among hospital outpatient departments service quality, patient satisfaction and behavioral intentions were validated with data from one country and a health-care system which is state driven and funded. Practical implications An understanding of hospital primary health-care service quality formation is important to health-care decision makers because it offers them the opportunity to consider patients’ needs and wants, and takes the appropriate actions for improving the relevant underling procedures in a more efficient manner to achieve favorable behavioral responses. Originality/value The paper manages to propose and empirically evaluate a formatively measured approach of service quality and investigate the effects of the proposed index on patient satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece.

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Symmetric and asymmetric effects of primary healthcare attributes on patient satisfaction: Do they vary across patients?

Cited by 2 publications

References 57 publications

Exploring the nonlinear impact of critical incidents on users’ satisfaction with healthcare services

Exploring the nonlinear impact of critical incidents on users’ satisfaction with healthcare services

Assessing service quality and customer behavioral responses in hospital outpatient services

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