Do patients' perceptions exceed their expectations in private healthcare settings?

Suki, Norazah Mohd; Lian, Jennifer Chiam Chwee; Suki, Norbayah Mohd

doi:10.1108/09526861111098238

Cited by 66 publications

(19 citation statements)

References 31 publications

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“…A gap in one dimension can have synergistic effect on other dimensions of service quality and lead to the decrease in those dimensions ( 45 ). Therefore, in addition to focusing on dimensions with the largest gap, managers and service providers should consider the improvement of other dimensions.…”

Section: Discussionmentioning

confidence: 99%

Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

et al. 2014

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Background:The healthcare organizations need to develop and implement quality improvement plans for their survival and success. Measuring quality in the healthcare competitive environment is an undeniable necessity for these organizations and will lead to improved patient satisfaction.Objectives:This study aimed to measure the quality of provided services for patients with chronic kidney disease in Kerman in 2014.Patients and Methods:This cross-sectional, descriptive-analytic study was performed from 23 January 2014 to 14 February 2014 in four hemodialysis centers in Kerman. All of the patients on chronic hemodialysis (n = 195) who were referred to these four centers were selected and studied using census method. The required data were collected using the SERVQUAL questionnaire, consisting of two parts: questions related to the patients' demographic characteristics, and 28 items to measure the patients' expectations and perceptions of the five dimensions of service quality, including tangibility, reliability, responsiveness, assurance, and empathy. The collected data were analyzed using SPSS 21.0 through some statistical tests, including independent-samples t test, one-way ANOVA, and paired-samples t test.Results:The results showed that the means of patients' expectations were more than their perceptions of the quality of provided services in all dimensions, which indicated that there were gaps in all dimensions. The highest and lowest means of negative gaps were related to empathy (-0.52 ± 0.48) and tangibility (-0.29 ± 0.51). In addition, among the studied patients' demographic characteristics and the five dimensions of service quality, only the difference between the patients' income levels and the gap in assurance were statistically significant (P < 0.001).Conclusions:Overall, the results of the present study showed that the expectations of patients on hemodialysis were more than their perceptions of provided services. The healthcare providers and employees should pay more attention to the patients' opinions and comments and use their feedback to solve the workplace problems and improve the quality of provided services. In addition, training the health staff to meet the patients' emotional needs and expectations is suggested.

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Section: Discussionmentioning

confidence: 99%

Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

et al. 2014

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“…In addition, in this study all health service providers, including hospitals, clinics, medical centers, health providers of urban area, doctors’ offices, and health providers of rural area were compared that have never considered before in other studies. Studies by Taner ( 45 ), Schröder ( 46 ), and Suki ( 47 ) estimated people’s perceptions to be lower than their expectations in terms of quality of health services, which demonstrated a quality gap and lack of meeting expectations of people who were referred to receive health services. In a study conducted in Peru, a relationship was found between people’s satisfaction with health services and their education and type of services received ( 48 ).…”

Section: Discussionmentioning

confidence: 99%

Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014

et al. 2016

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IntroductionQuality is the center of attention in all service providing organizations that are effective in promoting satisfaction of patients who are referred to medical centers. The aim of this study was to investigate the quality of health service providers in a case study of Qazvin, Iran, in 2014.MethodsThis descriptive study was conducted on 1,002 people who were residents of Qazvin Province (Iran) in 2014. The people were selected randomly from the population of the study area. The main variables studied were education, perceptions, expectations, and gaps in service quality. The data collection tool was the standard Servequal questionnaire. To determine the reliability of the research tool, we used Cronbach’s Alpha coefficient and the test-retest method. Statistical analyses were conducted using SPSS and the ANOVA test.ResultsThe mean age of people included in the study was 32 ± 9.9 years, and the average waiting time to receive services was 73 ± 47 minutes. Hospitals and doctors’ offices had the highest quality gap of −1.420 ± 0.82 and −1.01 ± 0.75, respectively. The service quality gaps in medical centers, health providers of rural area, and health providers of urban area were −0.883 ± 0.67, −0.882 ± 0.83, and −0.804 ± 0.62, respectively. There was a significant relationship between peoples’ perceptions and expectations concerning the quality of health services and their educational levels.ConclusionThe higher gaps in quality in hospitals and in doctors’ offices require more attention. Managers and policy makers should consider developing and implementing plans to reduce these gaps in quality and to promote better health services in these two sectors.

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“…Responsiveness is the dimension which has the greatest effect on patients' satisfaction (Amjeriya and Malviya, 2012;Ramez, 2012;Yousapronpaiboon and Johnson, 2013;Hassali et al, 2014). The health care providers do not react quickly to solve the patients' problems (Suki et al, 2011). In the research carried out in Kuala Lumpur, Hassali et al (2014) concluded that insufficient consultation time leads to low patients' satisfaction and proposed that there is a significant relationship between various races, waiting time and consultation time with patient satisfaction.…”

Section: Responsiveness and Outpatients' Satisfactionmentioning

confidence: 99%

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

T’ing

Moorthy

Kee

et al. 2019

International Journal of Public Policy and Administration Resea

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The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients' Satisfaction. By determining the significant variables influencing outpatients' satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients' satisfaction and also recommends ways for improvement.

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Do patients' perceptions exceed their expectations in private healthcare settings?

Abstract: The paper adds to the existing body of research on healthcare service quality, particularly on patients' perceptions and expectations. Survey results should be useful for continuous quality improvement.

Cited by 66 publications

References 31 publications

Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

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