Abstract:The main purpose of this study is to investigate the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction. Study aim also to test the significance of socio-demographic variables in determining healthcare quality, patient satisfaction, and patient trust. Patient perception of healthcare quality was measured using modified SERVQUAL model and results indicate that it appears to be a consistent and reliable scale. Fi… Show more
“…Patient satisfaction is a cumulative construct which embraces satisfaction with various hospital facets such as technical, functional, infrastructure, interaction and atmosphere (Zineldine, 2006). Patient satisfaction plays an important role in the continuity of service utilization (Thomas, 1994), and positively influences the patient's trust (Moliner, 2009;Alrubaiee & Alkaa'ida, 2011).…”
This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.
“…Patient satisfaction is a cumulative construct which embraces satisfaction with various hospital facets such as technical, functional, infrastructure, interaction and atmosphere (Zineldine, 2006). Patient satisfaction plays an important role in the continuity of service utilization (Thomas, 1994), and positively influences the patient's trust (Moliner, 2009;Alrubaiee & Alkaa'ida, 2011).…”
This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.
“…It can be considered as one of the desired outcomes of care and therefore information on patient satisfaction is required to assess the quality and planning of healthcare management (Turner and Pol 1995, Naidu 2009, Alrubaiee 2011.Ultimately, Gulas et al (2014), conclude that, in healthcare units, the aim must be the culture of quality and continuous improvement with a reference point for the citizen.…”
Purpose:The aim of this study is to examine the quality of hospital services as perceived by patients in terms of patient satisfaction with services. Design/Methodology/Approach: A conceptual framework of quality of hospital services, developed by Padma et al. (2009), composed by eight quality dimensions, applied the performance measurement model (SERVPERF), was used for the approach. The Quality Score Tool was a two-part questionnaire that quantified patient satisfaction with benchmarks of the quality dimensions. In order to investigate the above model, the case study method was utilized. The survey was conducted in a public regional hospital.
Findings:Five (5) quality dimensions (5Qs) have found having a significant impact on overall quality of service, measure of patient satisfaction in the hospital. These dimensions are on a hierarchical scale: "clinical care", "social responsibility", "staff quality", "infrastructure" and "Hospital reliability".
Originality/Value:The results of this study can be used as a source of feedback to hospital management, meaning that they can essentially lead to improved adjustments or serve as a basis of process reengineering.
JEL Classifications
“…12,13 Hence, the quality of service is a key determinant factor of users' satisfaction, as the perception of the users about the competence of their healthcare provider influences, with great probability, the confidence, reliability and the capabilities of that service provider. 26 Patient satisfaction is a crucial factor in the process of establishing and maintaining relationships in the context of medical services.…”
This paper analyzes the impact of service quality on patients' satisfaction with the Portuguese National Health Service, through a novel indicator the Index of Satisfaction with the NHS that measures the share of children delivered in the NHS hospitals to total number of children delivered, in 2000-2016. We assume that families choose private health institutions if they are not satisfied with the National Health Service. Previous literature relies on questionnaires and surveys about patients' satisfaction, introducing some subjectivity on the analysis since the concept of satisfaction is, itself, debatable, and does not compare the evolution of satisfaction over time. Our study is innovative in this regard. The results indicate that the weaknesses of the Portuguese NHS led public to choose private health institutions. In a context of economic difficulties and the loss of purchasing power, such results have clear implications on the evaluation of the quality of service provided by the NHS in Portugal.
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