Entry Strategies for Marketing in Ambulatory and Other Health Delivery Systems

Cooper, Phillip J.; Maxwell, Richard B.; Kehoe, William J.

doi:10.1097/00004479-197905000-00007

Cited by 10 publications

(10 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The patient satisfaction framework has developed progressively since 1970 (Sardana, 2003;Cooper et al, 1979;Kotler and Zaltman, 1970). Raftopoulos (2005), Kang and Jeffrey (2004), Chahal and Sharma (2004), Sardana (2003), Brady and Cronin (2001), Corbin et al (2001), Newman (1998) and Gilson et al (1994) determine various aspects of patient satisfaction.…”

Section: Effect Of Patient Satisfaction On Patient Loyaltymentioning

confidence: 99%

Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Ramli¹

2019

bus. and entrepreneurial rev.

View full text Add to dashboard Cite

The purpose of this study was to examine and analyze the effect of patient satisfaction and hospital image on patient loyalty. The research design uses a survey method with cross-section data collection through a questionnaire. As a sample in this study, 124 patients were hospitalized at a Private Hospital located in West Sulawesi Province and taken by simple random sampling. The data analysis method used in hypothesis testing is Structural Equation Modeling (SEM). The results of the study provide evidence that patient satisfaction affects and can improve the image of the hospital. High patient satisfaction also has an impact on patient loyalty, as well as the high Sakityang house image has a positive and significant influence on patient loyalty.

show abstract

Section: Effect Of Patient Satisfaction On Patient Loyaltymentioning

confidence: 99%

Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Ramli¹

2019

bus. and entrepreneurial rev.

View full text Add to dashboard Cite

show abstract

“…Supportive staff is reflected as the backbone of overall medical treatment in hospital, who is involved in performing various functions like X-ray facility and laboratory tests (Kotler and Zaltman, 1970;Cooper et al, 1979;Sardana, 2003). It also involves empathy, care, attention, communication skills and ability of supportive and paramedical staff (Duggirala et al, 2008a(Duggirala et al, , 2008b).…”

Section: Supportive Staffmentioning

confidence: 99%

Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan

Shabbir

Malik

2016

International Journal of Quality &Amp; Reliability Management

121

101

View full text Add to dashboard Cite

Purpose This study aims to explore the relationship between healthcare perceived service quality (HCSQ) and patient loyalty. Mediating role of patient satisfaction is also assessed between HCSQ and patient loyalty. Design/methodology/approach A sample of 600 was gathered using stratified random sampling technique from inpatients of public and private sector hospitals of Pakistan through self-administered questionnaire, and was analyzed through regression analysis. Findings Findings indicate that healthcare perceived service quality has a significant positive effect on patients’ loyalty. Patient satisfaction also mediates the relationship between HCSQ and patient loyalty. Findings state that there is a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals. Differences suggest that the patients of private sector hospitals were found more satisfied than their counterparts. Practical implications The results indicate that hospital managers should have knowledge about the perceptions and satisfaction of patients as it leads to a step towards introducing reforms in the quality of healthcare sector. Originality/value No such particular research in literature has been made earlier in Pakistan’s context which has assessed the perceptions of patients in terms of HCSQ dimensions as being addressed in this study. Thus, this study endeavors to fill that gap in terms of measuring healthcare services provided by both public and private sector hospitals. Outcomes of this study will enable hospitals’ managers to get a better understanding towards stronger as well as weaker aspects of service quality, and will help in observing factors which contribute towards patients’ satisfaction and patient loyalty in building long term relationships between hospital and patients.

show abstract

“…With the fast growth of the consumerist movement, the measurement of consumer satisfaction has become very important for the health care providers (Band 1991;Brown and Swartz 1989;Cooper et al 1979;Czepiel and Rosenberg 1987;Parsuraman et al 1988;Thompson et al 1985). Until recently, there were no standardised and scientific tools for the measurement of consumer satisfaction.…”

Section: The Consumer Satisfaction Conceptmentioning

confidence: 99%

Patient Satisfaction in Public Outpatient Health Care Services

Chahal¹,

Sharma²,

Gupta³

2004

Journal of Health Management

View full text Add to dashboard Cite

This paper is part of earlier research work conducted in the health care services sector. The customer relationship management concept has encouraged the adoption of a marketing culture not only in the private sector, but in public health care sector as well. In this paper the authors have analysed the factors affecting patient satisfaction in public health care outpatient services. Patient satisfaction is measured with respect to technical and non- technical characteristics of health care service encounters, categorised into four basic components: attitude towards doctors, attitude towards medical assistants, quality of administration and quality ofatmospherics. The authors hypothesise that all four factors are closely related to consumer satisfaction. The paper measures the degree of consumer satisfaction experienced by patients through the tested self-developed five-point Likert scale and has highlighted the problem faced by them. The impact of age, education level and gender ofthe decision maker on satisfactionldissatisfaction is analysed using relevant statistical tools. The responses have been integrated into important factors on the basis of factor analysis after verifying the validity and reliability of the schedule. The paper concludes with the strategic actions necessary for meeting the needs of patients of the government health care sector in developing countries.

show abstract

Entry Strategies for Marketing in Ambulatory and Other Health Delivery Systems

Cited by 10 publications

References 0 publications

Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Patient Satisfaction, Hospital Image and Patient Loyalty in West Sulawesi Province

Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan

Patient Satisfaction in Public Outpatient Health Care Services

Contact Info

Product

Resources

About