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

Abstract

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.

Satisfaction Level of Tuberculosis Patients Regarding their Access to TB Care and Prevention Services, Delivered through Public Private Mix Model in Pakistan

“…Our study showed positive response on almost all of these indicators that somehow explain patient's high satisfaction level with services. On the contrary, there are studies showing low satisfaction level of the patients who have received services from public health care facilities [33][34][35].…”

Satisfaction Level of Tuberculosis Patients Regarding Their Access to TB Care and Prevention Services, Delivered Through a Public–Private Mix Model in Pakistan

“…Our study showed positive response on almost all of these indicators that somehow explain patients' high satisfaction levels with services. On the contrary, there are studies showing low satisfaction level of patients who have received services from public healthcare facilities [33][34][35].…”

Confirmatory Factor Analysis of Service Quality Dimensions in Healthcare

“…The latest dimensions were in line with previous studies, but a relationship dimension was added [15]. Shabbir et al (2016) explored the relationship between healthcare perceived service quality (HCSQ) and patient loyalty.Findings indicated that healthcare perceived service quality had a significant positive effect on patients' loyalty. Patient satisfaction mediated the relationship between HCSQ and patient loyalty.…”

“…Patient satisfaction mediated the relationship between HCSQ and patient loyalty. Findings stated that there was a significant difference between HCSQ which is perceived by the patients of both public and private sector hospitals [16]. Rezaei et al (2016) assessed the quality of service in educational hospitals affiliated with Kermanshah University of Medical Sciences from the perspective of patients.The quality was assessed by the SERVQUAL questionnaire with five dimensions.…”