The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran

Pouragha, Behrouz; Zarei, Ehsan

doi:10.5455/msm.2016.28.21-25

Cited by 33 publications

(31 citation statements)

References 26 publications

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“…A study by Andaleeb (2001) found that service quality has significant impacts on patient satisfaction in the hospitals in a developing country. Similarly, according to Pouragha and Zarei (2016), service quality dimensions have significant impacts on outpatient satisfaction. Similarly, another study by Alghamdi (2014) found statistically significant impacts of service quality factors on patient satisfaction.…”

Section: Discussion Of the Main Findingsmentioning

confidence: 99%

“…As the service quality and satisfaction are the antecedents of behavioural intentions of customers that customer satisfaction does not by itself creates lifetime value for customer (Appiah-Adu, 1999). According to Pouragha and Zarei (2016), service quality dimensions have significant impacts on outpatient satisfaction. Similarly, another study by Alghamdi (2014) found statistically significant impacts of service quality factors on patient satisfaction.…”

Section: Relationship Between Service Quality and Patient/customer Samentioning

confidence: 99%

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Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

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The main purpose of this research is to examine the impacts of service quality dimensions on patient satisfaction as a study of private hospitals in Nepal. This research has also evaluated the perceptions of the patients about service quality offered by private hospitals and level of their satisfaction.The research was conducted through influence of positivism philosophy and deductive approach. The two hypotheses were generated with the help of existing knowledge and literature related to service quality and customer/patient satisfaction. The formulated hypotheses were tested through primary data collection from the customers/patients of private hospitals in Nepal. The questionnaires survey was used to collect data in this study. Different five factors of SERVQUAL dimension and four factors of patient satisfaction: price, image, perceived quality and convenience were used to analyse service quality and patient satisfaction respectively. Samples of 490 patients from different 10 private hospitals which all are based on Kathmandu were considered in the study.The results indicated that each dimension of service quality is positively correlated with patient satisfaction, and overall service quality and patient satisfaction has correlation coefficient of 0.719 which is significant at the 0.01 level. This implies that service quality and patient satisfaction are positively correlated with each other. The results demonstrated that service quality has strong positive impacts on patient satisfaction as regression analysis demonstrates that service quality has significant impacts on patient satisfaction as β = 0.719 and P = 0.000 which is less than 0.05. Similarly, the results also indicated that private hospitals in Nepal are providing high level of service quality in the view of patients/customers; and there is high level of patient satisfaction at the private hospitals in Nepal.

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Section: Discussion Of the Main Findingsmentioning

confidence: 99%

Section: Relationship Between Service Quality and Patient/customer Samentioning

confidence: 99%

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

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“…Tangibles include medical equipment, physical care facilities and hospital physical environment and surroundings (Nguyen and Nguyen, 2014). Previously, a number of studies have found that tangibility is a significant dimension for patients to increase the level of their satisfaction (Odgerel, 2012;Alshatnawi and Amlus, 2016;Pouragha and Zarei, 2016). Hospitals with good infrastructure, equipment and neat personnel attract many patients.…”

Section: Tangibility and Outpatient Satisfactionmentioning

confidence: 99%

“…Experience with a health care service can have a direct influence on the patient's expectations of the services (Parasuraman et al, 1991;Amole et al, 2015). Outpatients' satisfaction is selected because according to Pouragha and Zarei (2016) patients' general impression towards a hospital relies significantly on the quality of the outpatient services and the most important part of a health care system is the hospital's outpatient department. To a patient, service quality is about satisfying the needs and providing the necessary medical services (Sathiyaseelan et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

T’ing

Moorthy

Kee

et al. 2019

International Journal of Public Policy and Administration Resea

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The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients' Satisfaction. By determining the significant variables influencing outpatients' satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients' satisfaction and also recommends ways for improvement.

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Section: Tangibility and Outpatient Satisfactionmentioning

confidence: 99%