Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute

Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

“…The study has used five-point Likert scale questionnaire while the measures were adopted from various past published papers. In this regards, total three measures of nursing service quality and hospital facilities quality were adopted from Coutinho and da Costa Vieira (2018). In addition, nine measures of emotional exhaustion were adopted from MASLACH BURNOUT INVENTORY (MBI) scale, four measures of patient satisfaction were adopted from Coutinho and da Costa Vieira (2018).…”

“…In this regards, total three measures of nursing service quality and hospital facilities quality were adopted from Coutinho and da Costa Vieira (2018). In addition, nine measures of emotional exhaustion were adopted from MASLACH BURNOUT INVENTORY (MBI) scale, four measures of patient satisfaction were adopted from Coutinho and da Costa Vieira (2018). Additionally, organizational citizenship behavior (OCB) has two reflective first-order constructs i.e.…”

“…A more effective and efficient use of resources as well as better performance of healthcare organizations is ensured as there are social stimulations in order to enhance the well-being and health of individuals and economic objectives behind these policies (Oppel, Winter, & Schreyögg, 2017;Tartaglione, Cavacece, Cassia, & Russo, 2018). Patients' satisfaction with quality of care has been revealed as an important component that explains a competitive position and survival of the hospital (Coutinho & da Costa Vieira, 2018).…”

“…Furthermore, past studies have shown that patient's satisfaction can be improved by nursing service quality (Coutinho & da Costa Vieira, 2018). In this context, Lukman, Tiara, and Mei (2017b) proclaimed that nursing service quality that ensure hospitality, good quality healthcare attention and courtesy.…”

“…In addition, nursing service quality was also considered an important factor, having positively significant impact, on patient satisfaction (Al-Hussami et al, 2017). Moreover, numerous past researches have also shown that hospital facilities quality can help to improve patient satisfaction (Coutinho & da Costa Vieira, 2018). In this regards, there were ample literature that postulated positively significant relationship between hospital facilities quality and patient satisfaction (Halim & Sriwahyuni, 2017;Ziapour, Khatony, Jafari, & Kianipour, 2016).…”