nach oben

Service Business

Erschienen in:

01.03.2009 | Original paper

Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index

verfasst von: Mário Lino Raposo, Helena Maria Alves, Paulo Alexandre Duarte

Erschienen in: Service Business | Ausgabe 1/2009

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

The assessment of patients’ satisfaction levels, and the knowledge of what factors influence satisfaction are very important for healthcare managers as it influences healthcare results and healthcare institutions financial results. The objective of this research is to analyse patients’ satisfaction levels in a set of four Portuguese primary Healthcare Centres, through the estimation of a satisfaction index, which simultaneously explains which dimensions of healthcare quality influence that satisfaction the most. For that, a conceptual model of patients’ satisfaction in primary healthcare was tested using data from a sample of 414 patients. Partial Least Squares path modelling (PLS) was the technique chosen to evaluate the proposed model. The results show that patients’ satisfaction is 60.887 in a scale from 1 to 100, revealing only a medium level of satisfaction. It is also possible to conclude that the most important positive effects on satisfaction are the ones linked to the patient/doctor relationship, the quality of facilities and the interaction with administrative staff, by this order.

Vorheriger Artikel Impact of the Internet on interorganizational relationships

Nächster Artikel The effect of knowledge complexity on the performance of franchise systems in the service industries: an empirical study

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Ahorony I, Strasser S (1993) Patient satisfaction: what we know about and what we still need to explore. Med Care Rev 50:49–79CrossRef

Alford BL (1998) Affect, attribution, and disconfirmation: their impact on health care service evaluation. Health Mark Q 15:55CrossRef

Amyx D, Mowen JC, Hamm R (2000) Patient satisfaction: a matter of choice. J Serv Mark 14:557–572CrossRef

Anderson, EW (1993) Firm, industry and national indices of customer satisfaction: implications for services in advances In: Swartz T, Bowen D, Brown S (eds) Services marketing and management, 1993, vol 2. JAI Press, Hampton Hill, pp 87–108

Anderson E, Fornell C (2000a) Foundations of the American customer satisfaction index. Total Qual Manag 11:S869–S882CrossRef

Anderson E, Fornell C (2000b) The customer satisfaction index as a leading indicator. In: Swartz T, Iacobucci D (eds) Handbook of service marketing and management. Sage publications, London, pp 255–267

Anderson E, Fornell C, Lehmann D (1994) Customer satisfaction, market share, and profitability: findings from Sweden. J Mark 58:53–66CrossRef

Barclay D, Ronald T, Christopher H (1995) The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration. Technol Stud 2:285–309

Boller C, Wyss K, Mtasiwa D, Tanner M (2003) Quality and comparison of antenatal care in public and private providers in the United Republic of Tanzania. Bull World Health Organ 81:116–122

Bruhn M, Grund M (2000) Theory, development and implementation of national customer satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS). Total qual Manag 11(7):S1017–S1028CrossRef

Bryant C, Kent E, Lindenberger J, Schreiher J (1998) Increasing consumer satisfaction. Mark Health Serv 18:4–18

Carr-Hill R (1992) The measurement of patient satisfaction. J Public Health Med 14:236–249

Chin W (1998) The partial least squares approach to structural equation modeling. In: Marcoulides GA (ed) Modern methods for business research. Laurence Erlbaum Associates, New Jersey, pp 295–336

Choi KS, Lee H, Kim C, Lee S (2005) The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of services. J Serv Mark 19:140–149CrossRef

Donabedian A (1980) Explorations in quality assessment and monitoring: the definition of quality and approaches to its assessments, vol 1. Health Administration Press, Ann Arbor

ECSI Technical Committee (1998) European Customer Satisfaction Index: Foundation and Structure for Harmonized National Pilot Projects. Report prepared for the ECSI Steering Committee, October

Falk RF, Miller NB (1992) A primer for soft modeling. The University of Akron Press, Ohio

Fitzpatrick R, Hopkins A (1983) Problem in the conceptual framework of patient satisfaction research: an empirical exploration. Social Health Illn 5:297–311CrossRef

Fornell C (1992) A national customer satisfaction barometer: the Swedish experience. J Mark 56:6–21CrossRef

Fornell C, Larcker D (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 118:39–50CrossRef

Fornell C, Johnson M, Anderson E, Cha J, Bryant B (1996) The American customer satisfaction index: nature, purpose, and findings. J Mar 60:7–18CrossRef

Foundation of the American College of Healthcare Executives (2006) Patient satisfaction: understanding and managing the experience of care, 2nd edn. Irwin Press

Garland B, Westbrook R (1989) An exploration of client satisfaction in a nonprofit context. J Acad Mar Sci 17(4):297–303CrossRef

Geisser S (1975) The predictive sample reuse method with applications. J Am Stat Assoc 70:320–328CrossRef

Hair JF Jr, Anderson ER, Tatham RL, Black WC (1998) Multivariate data analysis, 5th edn. Prentice Hall International, London

Hayes B (1998) Measuring customer satisfaction: survey design, use, and statistical analysis methods, 2nd edn. ASQ Quality Press, Milwaukee

Headley D, Miller S (1993) Measuring service quality and its relationship to future consumer behavior. J Health Care Mark 13:32–41

John J (1991) Improving quality through patient-provider information. J Health Care Mark 12:56–64

Johnson M (1995) The four faces of aggregation in customer satisfaction research. Adv Consumer Res 22:89–93

Johnson M, Anderson E, Fornell C (1995) Rational and adaptive performance expectations in a customer satisfaction framework. J Consumer Res 21:695–707CrossRef

Jöreskog KG, Wold H (1982) The ML and PLS techniques for modeling with latent variables: historical and comparative aspects. In: Wold H, Jöreskog K (eds) Systems under indirect observation: causality, structure, prediction, vol I. North-Holland, Amsterdam, pp 263–270

Kara A, Lonial S, Tarim M, Zaim S (2005) A paradox of service quality in Turkey—the seemingly contradictory relative importance of tangible and intangible determinants of service quality. Eur Bus Rev 17:2–20

Larrabee JH, Ostrow L, Withrow Mary L, Janney MA, Hobbs RG Jr, Burant C (2004) Predictors of patient satisfaction with inpatient hospital nursing care. Res Nurs Health 27:254–268CrossRef

MacStravic R (1991) Beyond patient satisfaction: building patient loyalty. Health Administration Press, Ann Arbor

Mowen J, Licata J, Mcphail J (1993) Waiting in the emergency room: how to improve patient satisfaction. J Health Care Mark 13:26–33

Nunnaly Jum C, Bernstein IH (1994) Psychometric theory, 3rd edn. McGraw-Hill, New York

Oliver RA (1977) Theoretical reinterpretation of expectation and disconfirmation effects on posterior product evaluation: experience in the field. In: Day R (ed) Consumer satisfaction dissatisfaction and complaining behavior. School of Business, Indiana University, Bloomington, pp 2–9

Oliver R (1980) A cognitive model of the antecedents and consequences of satisfaction decisions. J Mark Res 17:460–469CrossRef

Oliver R (1997) Satisfaction—a behavioral perspective on the consumer. McGraw-Hill/Irwin, New York

Oliver R, Bearden W (1983) The role of involvement in satisfaction processes. Adv Consumer Res 10:250–255

Otani K, Kurz R (2004) The impact of nursing care and other health care attributes on hospitalized patient satisfaction and behavioral intentions. J Healthc Manag 49:181–197

Otani K, Kurz R, Harris L, Byrne F (2005) Managing primary care using patient satisfaction measures. J Healthc Manag 50:311–325

Parasuraman A, Zeithaml V, Berry L (1985) A conceptual model of service quality and its implications for future research. J Mark 49:41–50CrossRef

Parasuraman A, Zeithaml V, Berry L (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12–40

Peyrot M, Cooper P, Schnapt D (1993) Consumer satisfaction and perceived quality of outpatient health services. J Health Care Mark 13:24–33

Rao K, Peters D, Bandeen-Roche K (2006) Towards patient-centered health services in India—a scale to measure patient perceptions of quality. Int J Qual Health Care 18:414–421CrossRef

Ryan M, Buzas T, Ramaswamy V (1995) Making CSM a power tool: composite indices boost the value of satisfaction measures for decision making. Mark Res 7:11–16

Singh JA (1990) Multifacet typology of patient satisfaction with a hospital. J Health Care Mark 10:8–21

Stone M (1974) Cross-validatory choice and assessment of statistical predictions. J R Stat Soc: Ser B (Methodological) 36:111–147

Taylor SA, Cronin JJ Jr (1994) Modeling patient satisfaction and service quality. J Health Care Mark 14:34

Trumble SC, O’Brien ML, O’Brien M, Hartwig B (2006) Communication skills training for doctors increases patient satisfaction. Clinical Gov Int J 11:299–307CrossRef

Venkatapparao M, Gopalakrishna P (1995) Mediators vs moderators of patient satisfaction. J Health Care Mark 15:16–21

Westbrook R, Oliver R (1981) Developing better measures of consumer satisfaction: some preliminary results. Adv Consumer Res 8:94–99

Wilton P, Nicosia F (1986) Emerging paradigms for the study of consumer satisfaction. Eur Res 14(1):4–11

Woodside A, Frey L, Daly R (1989) Linking service quality, customer satisfaction and behavioral intention. J Health Care Mark 9:5–17

Yarnold PR, Michelson EA, Thompson DA, Adams SL (1998) Predicting patient satisfaction: a study of two emergency departments. J Behav Med 21:545–563CrossRef

Titel: Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index
verfasst von: Mário Lino Raposo
Helena Maria Alves
Paulo Alexandre Duarte
Publikationsdatum: 01.03.2009
Verlag: Springer-Verlag
Erschienen in: Service Business / Ausgabe 1/2009
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-008-0055-1

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 1/2009

Modeling extended manufacturing processes with service-oriented entities

Entrepreneurial orientation and the performance of service business

Toward a relational perspective of franchising chains

The effect of knowledge complexity on the performance of franchise systems in the service industries: an empirical study

Impact of the Internet on interorganizational relationships

User generated content: the use of blogs for tourism organisations and tourism consumers