The Effect of Quality of Medical Service on Patient Satisfaction and Intent to Revisit: For Public Hub Hospitals in Republic of Korea

Abstract

Background: The purpose of this study was to construct and test structural equation modeling of the causal relationship between quality of healthcare, patient satisfaction, and intent to revisit perceived by patients using regional hub public hospitals.Methods: In this study, data of 2,951 outpatients and 3,135 inpatients were collected using the “2018 Regional Hub Public Hospital Operational Evaluation.” A structural equation model was used to understand the relationship between patient satisfaction and intent to revisit, and bootstrap analysis was performed.Results: In the direct effect, outpatients were presented in the order of doctor's communication, hospital environment, and patient satisfaction. Inpatients are doctor’s communication, staff consideration, and patient satisfaction are shown in this order. In the indirect effect, the outpatients were presented in the order of doctor's communication, staff consideration, and the hospital's environment. Inpatients were presented in the order of staff consideration, nurse’s communication, doctor’s communication, and patient satisfaction.Conclusions: Regional hub public hospitals need high-quality medical services and efforts from all departments to treat patients with sincerity to improve patient satisfaction and increase intent to revisit.