The Impact of Service Quality on Patient Satisfaction and Revisiting Intentions: The Case of Public Emergency Departments

Abstract

Background and Objectives: This study attempts to (a) identify the main quality indicators that affect “service quality” and (b) examine the effect of “patient satisfaction” on patient “revisiting intentions.” Methods: The sample includes patients of 2 hospitals, 1 urban and 1 provincial. The comparative analysis of 2 emergency departments (EDs) with different characteristics aims at understanding their diverse problems and their specific needs from a patient point of view. Empirical data were collected in the fall of 2015. Three hundred questionnaires were distributed in person. A total of 169 valid questionnaires, 80 from hospital A and 89 from hospital B, were returned, with a response rate of 56.3%. Results: The Structural Equation Modeling technique revealed that overall satisfaction is strongly influenced by “perceived service quality” (β = .79), while it positively affects patient “behavioral intentions” (β = .39). Also, “perceived waiting time” proved to have a more intense impact on “perceived service quality” (β = −.59), rather than on “perceived technical and functional quality” (β = .18). Moreover, it was determined that patients visiting the urban ED pay more attention in waiting times, while patients visiting the provincial ED care about receiving both quality and timely health care services. Overall, the study provides insight about the main factors affecting “perceived service quality” and “overall satisfaction.” These factors fall into 2 distinct categories: “perceived technical and functional quality” and “perceived waiting time.” Conclusions: The study concludes that “overall satisfaction” acts as a mediator between “perceived service quality” and patient “behavioral intentions,” while “perceived waiting time” is the most significant indicator of service quality and the most crucial predictor of ED patient satisfaction. Moreover, it offers empirical evidence concerning the differences in the way patients rate the services offered by a hospital, based on the hospital size and the region it is located (urban or provincial).

Medical service quality, patient satisfaction and intent to revisit: Case study of public hub hospitals in the Republic of Korea

“…Park [25] reported that patient satisfaction mediated the relationship between healthcare service quality and intent to revisit. Amarantou et al [26] investigated the effect of quality of healthcare service on the intent to revisit through the mediating effect of patient satisfaction in emergency room patients in Greece. They reported that patient satisfaction had a positive (+) significant mediating effect.…”

The Effect of Quality of Medical Service on Patient Satisfaction and Intent to Revisit: For Public Hub Hospitals in Republic of Korea

“…Park [19] reported that patient satisfaction had a mediating effect on the relationship between the quality of healthcare service and intent to revisit. Amarantou et al [20] investigated the effect of quality of healthcare service on the intent to revisit through the mediating effect of patient satisfaction in emergency room patients in Greece and reported that patient satisfaction had a positive (+) signi cant mediating effect. These results suggest that it is necessary to develop various strategies to enhance the quality of medical care services and continuously increase patient satisfaction to improve patients' intent to revisit.…”

Analysis of the Quality of Health Services in the Emergency Unit of the Toto Kabila Regional General Hospital

“…The quality of service in the Emergency Department is a critical aspect of medical services that has a significant impact on patient care outcomes [6]. Optimal service in the Emergency Department requires a fast and appropriate medical response to emergency patients.…”