Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions

Pakdil, Fatnia; Harwood, Timothy N.

doi:10.1080/1478336042000255622

Cited by 186 publications

(143 citation statements)

References 14 publications

Supporting

Mentioning

133

Contrasting

Unclassified

Order By: Relevance

“…The analysis of service quality would enable management to better direct financial resources to improve hospital operations in those areas that have the most impact on customer perceptions of service quality. This evaluation is essential in today's competitive, cost-conscious healthcare market (Pakdil & Harwood, 2005).…”

Section: Introductionmentioning

confidence: 99%

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Alrubaiee¹,

Alkaa'ida²

2011

IJMS

180

151

View full text Add to dashboard Cite

The main purpose of this study is to investigate the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction. Study aim also to test the significance of socio-demographic variables in determining healthcare quality, patient satisfaction, and patient trust. Patient perception of healthcare quality was measured using modified SERVQUAL model and results indicate that it appears to be a consistent and reliable scale. Finding indicate that, while patient perception of healthcare quality has a strong and positive impact on the patient satisfaction and patient trust , patient satisfaction has also significant impact on patient trust. Moreover, patient satisfaction appears to play an important mediating role in increasing the strength of the association between healthcare quality and patient trust in healthcare service provider. Results confirm the varying importance of some socio-demographic variables on patient perception of healthcare quality, patient satisfaction, and patient trust. It has also been found that private hospitals have higher overall healthcare quality than public hospitals. Study indicate that patient of private hospitals are more satisfied and feel more trust in healthcare service provider than public hospitals.

show abstract

Section: Introductionmentioning

confidence: 99%

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Alrubaiee¹,

Alkaa'ida²

2011

IJMS

180

151

View full text Add to dashboard Cite

show abstract

“…Patient satisfaction has been considered as one of the most important quality dimensions and key success indicators in health care (Pakdil & Harwood, 2005;Pollack, 2008). Customer satisfaction is about nurturing and meeting customer preferences and expectation to enhance customer-delivered value (Oakland, 2000;Owusu-Frimpong, Nwankwo, & Dason, 2010).…”

Section: Customer Satisfactionmentioning

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

View full text Add to dashboard Cite

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.

show abstract

“…Wording of the survey items was adjusted to fit the health care domain (Zeithaml et al, 1990). The selection of items was based on expert opinion and past studies that utilized SERVQUAL in the health care field (Babakus & Mangold, 1992;Dean, 1999;McAlexander, Kaldenberg, & Koenig, 1994;Pakdil & Harwood, 2005).…”

Section: Methodsmentioning

confidence: 99%

Human factors and usability in service quality measurement

Strawderman

Koubek

2008

Hum Ftrs & Erg Mfg Svc

View full text Add to dashboard Cite

The purpose of this study was to develop a modified measurement instrument for service quality that includes human factor considerations. Tangibles, reliability, responsiveness, assurance, and empathy were dimensions commonly used to measure service quality through a survey instrument termed SERVQUAL. A sixth dimension, usability, was added in a modified survey instrument termed SERVUSE. To examine the predictive power of both instruments, 200 patients at an on-campus health clinic were surveyed. The survey measured subject expectations and perceptions regarding the service system. Gap scores were calculated as the difference between these two measures. Positive gap scores reflected the exceeding of customer expectations. Negative gap scores reflected a failure to meet these expectations. The three response variables were perceived quality, satisfaction, and behavioral intention. Usability was found to be a significant predictor of all response variables. It also adds significant predictive value to the regression models when measuring behavioral intention. C 2008 Wiley Periodicals, Inc.

show abstract

Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions

Cited by 186 publications

References 14 publications

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

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

Human factors and usability in service quality measurement

Contact Info

Product

Resources

About