An empirical investigation of customer satisfaction with health care services

Amyx, Douglas; Bristow, Dennis N.

doi:10.1108/eum0000000006214

Cited by 14 publications

(6 citation statements)

References 13 publications

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“…The evaluation of the quality of service is not made solely on the outcome of service, rather it involves evaluation of the process of service delivery. Douglas and Bristow (2001) used a full factorial experimental design to examine the healthcare experience on factors, namely patients receiving their preferred physician, patient’s freedom to choose a physician, and healthcare outcome on the patient satisfaction level.…”

Section: Literature Reviewmentioning

confidence: 99%

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

Ali¹,

Basu²,

Ware

2018

BIJ

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Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to be discharged from private hospitals of Delhi and NC. A set of questionnaires is administered to collect responses on expected and perceived service qualities. Findings The paper reviews and discusses the importance of service quality for Indian patients using the SERVQUAL gap model as the measure of service quality. The results gave an overview of the perspectives of Indian patients on the quality of service in private hospitals. Patients indicated best satisfaction in some dimensions of services, namely, the tangible dimension of “hospitals provide ample parking spaces,” empathy dimension of “Doctors are never too busy to respond to my request”, assurance dimension of “I can depend on Doctor/Nurse,” and in the responsiveness dimension of “employees always communicate truly” on hospital matters. Research limitations/implications The first limitation is in the scope of sample, that is research findings are limited to Delhi. The second limitation is that the research should have been done in two parts, that is by contacting the patient before they take the services and after the service encounter. Third limitation – for a better understanding, the analysis should have been performed on the gap between the patient’s perception and the perception of the medical service provider about the customer’s perception. Practical implications This research would be beneficial to healthcare organizations to do their best to achieve greater patient satisfaction. The findings of the paper that, for all dimensions, the patient’s perception is always higher than the expectation suggests that in the Indian healthcare segment, there is a need of dissemination of information regarding the most modern medical facilities. Originality/value This current research is concluded with the suitability of a model that can be used to find the levels of patient satisfaction for healthcare services. The present study is based on primary data and offers a systematic procedure that could form the cornerstone for providing further insights into the conceptual and empirical comprehension of patients perceived service quality and its constituents. The current emergency medicine patient’s service dilemmas are a complex interaction of patients and physician factors specifically targeting efficiency and patient satisfaction. The awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medico-legal risk and improve patient care if a tailored management plan is formulated.

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Section: Literature Reviewmentioning

confidence: 99%

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

Ali¹,

Basu²,

Ware

2018

BIJ

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“…In the absence of personal experience with a hospital, patients often turn to others for advice when choosing one, and recommendation by a friend or relative is the most important factor in this selection [11,35]. Nonetheless, Cheng et al [36] indicate that the relationship between 'patients' satisfaction' and 'recommendation', two frequently-used overall indicators, has barely been studied and, in their analysis of the relationship between them, the authors conclude that a hospital with a good reputation, i.e.…”

Section: Freedom Of Choice and Information In The Sasmentioning

confidence: 99%

A bed too far

García‐Lacalle

2008

Health Policy

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“…Researchers found that customers’ insights into freedom of choice have a significant influence on their evaluation, including their satisfaction (Amyx and Bristow, 2001; Neal and Uysal, 1999; Veenhoven, 2000; Verme, 2009). For example, Amyx and Bristow (2001) discovered that patients who had less freedom in selecting their doctors tend to feel less satisfied than those who had more freedom. Researchers also found evidence showing that perceived freedom of choice is linked to happiness and enjoyment, which provides pleasant feelings.…”

Section: Literature Reviewmentioning

confidence: 99%

Freedom of choice as a critical success factor in destination marketing: Empirical evidence from a far-east gambling city

Chung

Kim

2016

Tourism and Hospitality Research

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When people feel that their freedom of choice is eliminated or reduced, they may experience unpleasant arousal. Creative tourism and the quality of the tourism experience are more likely to occur when an individual has the opportunity and freedom to choose travel options and perceives control over the activity. While freedom of choice is an essential part of tourists’ enjoyment, less research attention has been given to freedom of choice in the context of tourism destinations. This study focused on mainland Chinese travelers at a recently emerging gambling capital of the world as a case for investigation and aims at filling this literature gap by proposing a “freedom of choice—satisfaction—destination loyalty” paradigm. Hence, the main purpose of this study is to evaluate a theoretical model by examining the relationship among freedom of choice, satisfaction, and destination loyalty and the mediating effect of satisfaction between freedom of choice and destination loyalty. The study also examines the potential moderating effects of gender on the aforementioned relationships. The structural model indicates that freedom of choice had a direct and positive impact on destination loyalty, but this relationship is partially mediated by satisfaction levels. However, the model did not discover a moderating effect of gender. Based on these findings, this study discusses conclusion and implications for research and practice in the context of tourism literature.

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An empirical investigation of customer satisfaction with health care services

Cited by 14 publications

References 13 publications

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

A bed too far

Freedom of choice as a critical success factor in destination marketing: Empirical evidence from a far-east gambling city

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