Measuring hospital service quality: a methodological study

Fuentes, Clara Martínez

doi:10.1108/09604529910273049

Cited by 30 publications

(12 citation statements)

References 14 publications

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“…Doctors have an obligation "to divide time equally and should not be expected to devote undue time or attention to a single patient" (Winsted, 2000). Moreover, unlike US studies (Andaleeb, 1998;Zifko-Baliga and Krampf, 1997) and Europe (Martinez Fuentes, 1999), nurse and physician competence was insignificant when Japanese outpatients assessed health Patient satisfaction…”

Section: Quality Attributesmentioning

confidence: 88%

Patient satisfaction in Japan

Elleuch

2008

International Journal of Health Care Quality Assurance

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Section: Quality Attributesmentioning

confidence: 88%

Patient satisfaction in Japan

Elleuch

2008

International Journal of Health Care Quality Assurance

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“…found that five dimensions existed to measure hospital service quality (tangibles, reliability, responsiveness, assurance, and empathy). Generally, hospital service quality perception is based on patient judgment of the services provided by the hospital, for example, the relationship between the patients and nurse, doctor and staff (Martinez Fuentes, 1999). Chahal and Kumari (2010) suggest that patients base their perception of health care service quality on three dimensions: physical environment (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality), and outcome quality (comprising waiting time, patient satisfaction and loyalty).…”

Section: Hospital Service Qualitymentioning

confidence: 99%

Hospital service quality and its effects on patient satisfaction and behavioural intention

Amin

Nasharuddin

2013

Clinical Governance: An International Journal

192

157

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Purpose-The purpose of this study is to investigate hospital service quality and its effect on patient satisfaction and behavioural intention. Design/methodology/approach-A convenience sampling technique was used in this study. A total of 350 questionnaires were distributed and 216 were returned (61.7 per cent response rate). Findings-The results confirm that the five dimensions-admission, medical service, overall service, discharge and social responsibility-are a distinct construct for hospital service quality. Each dimension has a significant relationship with hospital service quality. The findings of this study indicate that the establishment of higher levels of hospital service quality will lead customers to have a high level of satisfaction and behavioural intention. Research limitations/implications-This research examined the concept of hospital service quality, patient satisfaction and behavioural intention from the perspective of patients. However, this study did not explore the perspective of service providers. This is a limitation in as much as it only considers the patients' view, which might be different from the providers' view. Practical implications-The results indicate that managers should use the perceived service quality and customer satisfaction as mechanisms for exit strategy that will increase loyalty among the present customers. Originality/value-This study will enable hospitals to have a better understanding of the effects of service quality, which will lead to patient satisfaction and behavioural intention in order to build long-term relationships with their patients.

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“…The quality of health care services has been defined as "the degree to which health services for individuals and populations increases the likelihood of desired health outcomes and is consistent with current professional knowledge" (Institute of Medicine, 2001, p. 21). Medical service quality perception is a judgment whether the service performed for a patient is the most appropriate to produce the best result that could be reasonably expected by the patient and whether those services are delivered with due attention to the doctor/patient relationship (Martinez, 1999).…”

Section: Service Quality Perceptionmentioning

confidence: 99%

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

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This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.

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Measuring hospital service quality: a methodological study

Cited by 30 publications

References 14 publications

Patient satisfaction in Japan

Patient satisfaction in Japan

Hospital service quality and its effects on patient satisfaction and behavioural intention

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

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