Influence of service quality and corporate image on the satisfaction of patients with Brazil’s National Cancer Institute

Abstract

Purpose The purpose of this paper is to better understand the influence of service quality and corporate image of Brazil’s National Cancer Institute (INCA) on the satisfaction of its outpatients. Design/methodology/approach The study is quantitative, with data collected from a self-administered structured questionnaire answered by a sample of 434 outpatients of Hospital do Câncer I, the largest and oldest hospital operated by the INCA. The data were treated with covariance-based structural equation modeling. Findings The results indicated that the corporate image of the INCA was the main factor having a positive influence on the patients’ satisfaction, followed by the quality of the services rendered by physicians and the quality of the hospital’s facilities. Originality/value The study shows that unlike indicated by the theory, quality does not have a direct impact on satisfaction with the nursing services, but rather an indirect impact via corporate image. Even though part of the explanation can be the fact that only outpatients were surveyed, who have less interaction with the nursing team than do inpatients, this result shows the strength of the hospital’s corporate image regarding patients’ satisfaction. Besides this, the study identified that hospitals with a strong corporate image transmit to patients the perception that they are being treated by technically qualified professionals, thus increasing the chances of cure and reduced suffering. This is fundamental for patients’ satisfaction, as most are unable to understand the technical attributes of the service. The study adds to the scarce Brazilian literature on the causal relation between the image of hospitals and their patients’ satisfaction.

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

“…In the context of retailing, it is evident in the literature that store image (from store attributes perspective) has long been used as an antecedent of service quality (see Bao et al, 2011;Konuk, 2018). Whereas, in different research settings, the construct "corporate image" has appeared as a consequence of service quality (Coutinho et al, 2019;Darmawan et al, 2018;Giovanis & Tsoukatos, 2017;Hassan et al, 2019). But in the platform of retailing, study addressing the CI construct (from holistic viewpoint) as an outcome variable of service quality is still scant (Nesset et al, 2011).…”

Perceived quality factors that discriminate parents of orthodontic patients according to their satisfaction

“…Several studies have shown that the quality perceived by service customers directly and positively impacts their satisfaction (Prakash and Srivastava, 2019;Anabila et al, 2019;Souki et al, 2020;Miranda et al, 2018;Swain and Kar, 2018;Ahmed et al, 2019;Kant and Jaiswal, 2017;Yu et al, 2014). Likewise, investigations in the health-care field (Perera and Dabney, 2020;Coutinho et al, 2019;Giovanis et al, 2018;Batbaatar et al, 2017; and, more particularly, in dentistry (Luo et al, 2018;Bahadori et al, 2015; and in orthodontics Lyros et al, 2019;Wong et al, 2018;Pacheco-Pereira et al, 2018;Al Balushi et al, 2017;Shahrani et al, 2015;Khan et al, 2014), corroborate this finding. Finally, the perceived quality also impacts patients' attitudes and behavioural intentions (Anabila et al, 2019;Souki et al, 2020;Yu et al, 2014), making their monitoring even more pivotal to health professionals.…”

Cultural Dimensions, Communication, Public Opinion, and Consensus: A Study of the Implementation of Street Vendor Relocation Policy in Yogyakarta City, Indonesia

“…Public satisfaction can be measured by a number of indicators, namely reliability, responsiveness (Kant & Jaiswal, 2017), empathy (Ratnawati et al, 2020), professionalism, information availability, staff attitude, (Lanin & Hermanto, 2019), image (Coutinho et al, 2019). The satisfaction of street vendors relocation in the city of Yogyakarta is basically influenced by the culture of the city government of Yogyakarta.…”