Factors affecting patient satisfaction and healthcare quality

Abstract

The paper collates and examines recent healthcare quality study findings. It presents a comprehensive, conceptual model encompassing research work and a holistic view of various aspects affecting patient satisfaction and healthcare quality. Although a large amount of healthcare quality research has been done, each studying a particular service, this paper comprehensively brings together various research findings.

Service Quality and Customer Satisfaction in the Electronic Banking

“…However, this study framework could use with the other online and traditional industries to increase the generalizability of the results, where previous studies suggests that in online and traditional context, service quality and customer satisfaction are significant across various industries, namely retailing, insurance, tourism, transportation, real estate, hospital, hotel and advertising (e.g., Mehta, Lalwani & Han, 2000;Joseph, Stone & Anderson, 2003;Pawitra & Tan, 2003;Hill, 2006;Tsoukatos & Rand, 2006;Narayan, Rajendran & Sai, 2008;Thai, 2008;Naidu, 2009;Tuzovic, 2009;Alhemoud, 2010;Pai & Chary, 2013;Pantouvakis & Bouranta, 2013;Rauch, Collins, Nale & Barr, 2015).…”

Psychological and Socio-Economic Factors Affecting Social Sustainability through Impacts on Perceived Health Care Quality and Public Health: The Case of Vietnam

“…In Zaire, on a local level, the interpersonal qualities displayed by some nurses sometimes helped compensate for the negative effects of the costs, and even increased the level of utilisation of some health centres [14]. Specific components of interpersonal care, such as responsiveness of nurses to complaints and reassurance from doctors, were initially thought to be the main determinants of perceived quality of care; however, empirical studies show that these factors are not strong predictors [13][14][15][16][17][18]. The quality of care as perceived by patients was found to depend on certain contextual and intervening conditions pertaining to the broader environment, the organisation, and personal factors of the nurse and patient [19].…”

Predictors of Patient Satisfaction With Quality of Healthcare in University Hospitals in Ghana

“…This phenomenon has been explained by some scholars who have indicated that women are more concerned with issues of health than males. 18,20 Furthermore, it is an established fact that educational level influences rate of use of healthcare services. This is also evident in the current findings; the higher the level of education of an individual was, the more such person was concerned about his/her health.…”

“…This is congruent with the fact that perceptions are usually a good measure of patient satisfaction with the quality of healthcare delivery. [17][18][19] After defining the concept of service quality, the researchers needed a model for measuring the quality level of services. The model was expected to determine the attributes that require improvement in order to enhance quality, identify the degree or amount of improvement required, and assess the impact on service quality.…”