The effects of demographics on determinants of perceived health‐care service quality

Butler, Daniel D.; Oswald, Sharon L.; Turner, Douglas E.

doi:10.1108/02689239610146508

Cited by 59 publications

(64 citation statements)

References 19 publications

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“…Several applications of SERVQUAL have been accounted for while it has been tested and used to quantify service quality in different contexts, like banking sector (Ehigie, 2006;Karatepe et al, 2005;Mels et al, 1997;Poolthong and Mandhachitara, 2009;Jabnoun and Al-Tamimi, 2003;Zhou et al, 2002), hospitality industry (Nadiri and Hussain, 2005b;Butler et al, 1996;Mei et al, 1999;O'Neill et al, 1994), insurance (Tsoukatos and Rand, 2006), restaurant (Qin et al, 2010) and internet marketing (Long and McMellon, 2004).…”

Section: Perceived Service Qualitymentioning

confidence: 99%

An Integrated Model of Perceived Quality in the Brand Performance of Higher Education Institution

Shue

Falahat

2017

adv sci lett

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The completion of this thesis could not have been possible without the participation and assistance of so many people whose names may not all be enumerated. Their contributions are sincerely appreciated and gratefully acknowledged. However, I would like to express my deep appreciation and indebtedness particularly to the following: Dr. Mohammad Falahat, supervisor, for his support, advice, guidance, valuable comments, suggestions, and provisions that benefited me much in the completion and success of this study. I am also appreciated him for sharing his knowledge and helped in the analysis of data and its statistical computations. And lastly by giving an endless helped to finish this thesis. To all relatives, friends and others who in one way or another shared their support, either morally, financially and physically, thank you. vi

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Section: Perceived Service Qualitymentioning

confidence: 99%

An Integrated Model of Perceived Quality in the Brand Performance of Higher Education Institution

Shue

Falahat

2017

adv sci lett

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“…They are determined by the degree of control exercised between the patient and the provider. Two prominent approaches are the paternalistic model, with the physician having the dominant role, and the informative model in which the key responsibility of the physician is to provide the medical expertise [4,12,17]. Another widely advocated interpretation of the doctor-patient relationship is the model of shared-decision-making.…”

Section: Introductionmentioning

confidence: 98%

“…Several studies have shown that the physician-patient relationship can play a crucial role in directly influencing patient's health and well-being through the patient's sense of feeling understood as well as indirectly through continuity of care and adherence to treatment regimen [3,6,8,16]. Physicians' professional credibility and competence, as well as the appropriateness of communication, significantly determine patients' psychological status, physiological symptoms and functional outcomes [6,[17][18][19]. The accumulated evidence indicates that patient-centered communication, including informationgiving and information-seeking behavior and patient involvement in the treatment process, can alleviate patients' feelings of uncertainty and can even affect the healing process [20][21][22].…”

Section: Introductionmentioning

confidence: 99%

How do patients with rare diseases experience the medical encounter? Exploring role behavior and its impact on patient–physician interaction

2012

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People with rare diseases often face challenges, due to the low prevalence and the resulting lack of knowledge of their healthcare providers. Communication processes in this context are mainly affected by the role behavior of both the patient and provider. The present study showed the relevance of the provider's ability to acknowledge the active role of the patient as an informed, involved and interactive partner in the treatment process. However, allowing the patient to control therapy may require a change of mind-set with some long-standing traditional roles in healthcare.

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“…In the tertiary hospital organization, several factors such as patients-related, employee-related and employer-related factors interact to affect the quality of care the patients received. [12]…”

Section: Introductionmentioning

confidence: 99%

Satisfaction with Quality of Care Received by Patients without National Health Insurance Attending a Primary Care Clinic in a Resource-Poor Environment of a Tertiary Hospital in Eastern Nigeria in the Era of Scaling up the Nigerian Formal Sector Health Insurance Scheme

Iloh

Ofoedu

Njoku

et al. 2013

Ann Med Health Sci Res

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Background:The increasing importance of the concept of patients’ satisfaction as a valuable tool for assessing quality of care is a current global healthcare concerns as regards consumer-oriented health services.Aim:This study assessed satisfaction with quality of care received by patients without national health insurance (NHI) attending a primary care clinic in a resource-poor environment of a tertiary hospital in South-Eastern Nigeria.Subject and Methods:This was a cross-sectional study carried out on 400 non-NHI patients from April 2011 to October 2011 at the primary care clinic of Federal Medical Centre, Umuahia, Nigeria. Adult patients seen within the study period were selected by systematic sampling using every second non-NHI patient that registered to see the physicians and who met the selection criteria. Data were collected using pretested, structured interviewer administered questionnaire designed on a five points Likert scale items with 1 and 5 indicating the lowest and highest levels of satisfaction respectively. Satisfaction was measured from the following domains: patient waiting time, patient–staff communication, patient-staff relationship, and cost of care, hospital bureaucracy and hospital environment. Operationally, patients who scored 3 points and above in the assessed domain were considered satisfied while those who scored less than 3 points were dissatisfied.Results:The overall satisfaction score of the respondents was 3.1. Specifically, the respondents expressed satisfaction with patient–staff relationship (3.9), patient–staff communication (3.8), and hospital environment (3.6) and dissatisfaction with patient waiting time (2.4), hospital bureaucracy (2.5), and cost of care (2.6).Conclusion:The overall non-NHI patient's satisfaction with the services provided was good. The hospital should set targets for quality improvement in the current domains of satisfaction while the cost of care has implications for government intervention as it mirrors the need to make NHI universal for all Nigerians irrespective of the employment status.

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The effects of demographics on determinants of perceived health‐care service quality

Cited by 59 publications

References 19 publications

An Integrated Model of Perceived Quality in the Brand Performance of Higher Education Institution

An Integrated Model of Perceived Quality in the Brand Performance of Higher Education Institution

How do patients with rare diseases experience the medical encounter? Exploring role behavior and its impact on patient–physician interaction

Satisfaction with Quality of Care Received by Patients without National Health Insurance Attending a Primary Care Clinic in a Resource-Poor Environment of a Tertiary Hospital in Eastern Nigeria in the Era of Scaling up the Nigerian Formal Sector Health Insurance Scheme

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