The influence of service quality and patients' emotions on satisfaction

Vinagre, Helena; Neves, José Gonçalves das

doi:10.1108/09526860810841183

Cited by 109 publications

(50 citation statements)

References 50 publications

(61 reference statements)

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“…We have developed a new instrument, the Quality of Prenatal Care Questionnaire (QPCQ), through a rigorous process of item generation and psychometric testing. The QPCQ was designed to be completed by women who received prenatal care, consistent with growing acknowledgement of the value of the consumer’s viewpoint in evaluating quality of health care [22,23,62,63]. The final 46-item version of the QPCQ demonstrated construct validity, as well as acceptable internal consistency and test-retest reliability.…”

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

“…Research to empirically test the relationships between these variables provides evidence that perceived quality affects satisfaction with health care, and that quality of care and consumer satisfaction are distinct constructs [23,24]. Quality is defined as a judgment or evaluation of several dimensions specific to the service being delivered, whereas satisfaction is an affective or emotional response to a specific consumer experience [23,24]. Satisfaction measures tend to include components that are considered elements of quality, such as structure of service delivery (wait time, continuity of care, physical environment) and process of care (advice received, explanations given by care provider, technical quality of care) [25-27].…”

Section: Introductionmentioning

confidence: 99%

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Quality of prenatal care questionnaire: instrument development and testing

Heaman

Sword

Akhtar–Danesh

et al. 2014

BMC Pregnancy Childbirth

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BackgroundUtilization indices exist to measure quantity of prenatal care, but currently there is no published instrument to assess quality of prenatal care. The purpose of this study was to develop and test a new instrument, the Quality of Prenatal Care Questionnaire (QPCQ).MethodsData for this instrument development study were collected in five Canadian cities. Items for the QPCQ were generated through interviews with 40 pregnant women and 40 health care providers and a review of prenatal care guidelines, followed by assessment of content validity and rating of importance of items. The preliminary 100-item QPCQ was administered to 422 postpartum women to conduct item reduction using exploratory factor analysis. The final 46-item version of the QPCQ was then administered to another 422 postpartum women to establish its construct validity, and internal consistency and test-retest reliability.ResultsExploratory factor analysis reduced the QPCQ to 46 items, factored into 6 subscales, which subsequently were validated by confirmatory factor analysis. Construct validity was also demonstrated using a hypothesis testing approach; there was a significant positive association between women’s ratings of the quality of prenatal care and their satisfaction with care (r = 0.81). Convergent validity was demonstrated by a significant positive correlation (r = 0.63) between the “Support and Respect” subscale of the QPCQ and the “Respectfulness/Emotional Support” subscale of the Prenatal Interpersonal Processes of Care instrument. The overall QPCQ had acceptable internal consistency reliability (Cronbach’s alpha = 0.96), as did each of the subscales. The test-retest reliability result (Intra-class correlation coefficient = 0.88) indicated stability of the instrument on repeat administration approximately one week later. Temporal stability testing confirmed that women’s ratings of their quality of prenatal care did not change as a result of giving birth or between the early postpartum period and 4 to 6 weeks postpartum.ConclusionThe QPCQ is a valid and reliable instrument that will be useful in future research as an outcome measure to compare quality of care across geographic regions, populations, and service delivery models, and to assess the relationship between quality of care and maternal and infant health outcomes.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Quality of prenatal care questionnaire: instrument development and testing

Heaman

Sword

Akhtar–Danesh

et al. 2014

BMC Pregnancy Childbirth

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“…Patients are in no position to assess the technical quality of the process of care [24,25], and their judgment is primarily based on the interpersonal aspect of care that they receive and the manner in which medical care is delivered. For instance, the doctors’ technical skill scale is not specifically related to the quality of the surgical act and rather reflects the patient perception of the doctors’ knowledge and experience of his illness, the quality of global treatment he provided and the attention paid to the patients’ physical problem.…”

Section: Discussionmentioning

confidence: 99%

Patient Satisfaction after Pulmonary Resection for Lung Cancer: A Multicenter Comparative Analysis

et al. 2012

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Background: Patient satisfaction reflects the perception of the customer about the level of quality of care received during the episode of hospitalization. Objective: To compare the levels of satisfaction of patients submitted to lung resection in two different thoracic surgical units. Methods: Prospective analysis of 280 consecutive patients submitted to pulmonary resection for neoplastic disease in two centers (center A: 139 patients; center B: 141 patients; 2009–2010). Patients’ satisfaction was assessed at discharge through the EORTC-InPatSat32 module, a 32-item, multi-scale self-administered anonymous questionnaire. Each scale (ranging from 0 to 100 in score) was compared between the two units. Multivariable regression and bootstrap were used to verify factors associated with the patients’ general satisfaction (dependent variable). Results: Patients from unit B reported a higher general satisfaction (91.5 vs. 88.3, p = 0.04), mainly due to a significantly higher satisfaction in the doctor-related scales (doctors’ technical skill: p = 0.001; doctors’ interpersonal skill: p = 0.008; doctors’ availability: p = 0.005, and doctors information provision: p = 0.0006). Multivariable regression analysis and bootstrap confirmed that level of care in unit B (p = 0.006, bootstrap frequency 60%) along with lower level of education of the patient population (p = 0.02, bootstrap frequency 62%) were independent factors associated with a higher general patient satisfaction. Conclusion: We were able to show a different level of patient satisfaction in patients operated on in two different thoracic surgery units. A reduced level of patient satisfaction may trigger changes in the management policy of individual units in order to meet patients’ expectations and improve organizational efficiency.

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“…function of hospitals and found that those who perceived a better customer service delivery, in 2 terms of factors such as courtesy, promptness, and cleanliness, indicated significantly higher 3 satisfaction levels. Similarly, Vinagre and Neves (2008) found that patients' evaluations of a 4 hospital's service quality had a significant impact on their satisfaction with their doctors, nurses, 5 and the hospital's overall service performance. Thus, while supported by studies in the EBD 6 literature, our inclusion of both the product and service dimensions of hospitality in healthcare is 7 also consistent with Bitner's (1992Bitner's ( , 1990 We identified three types of patient responses relevant to testing the application of 20 hospitality elements in healthcare: preferences, perceptions, and behavioral consequences.…”

Section: Environmental Stimuli: Product and Service Dimensions Of Hosmentioning

confidence: 99%

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Suess

2017

International Journal of Hospitality Management

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The influence of service quality and patients' emotions on satisfaction

Abstract: The research shows empirical evidence about the effect of both patient's emotions and service quality on satisfaction with healthcare services. Findings also provide a model that includes valid and reliable measures.

Cited by 109 publications

References 50 publications

Quality of prenatal care questionnaire: instrument development and testing

Quality of prenatal care questionnaire: instrument development and testing

Patient Satisfaction after Pulmonary Resection for Lung Cancer: A Multicenter Comparative Analysis

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

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