Advanced Search
MyIDEAS: Login

Exceeding parents’ expectations in Ear–Nose–Throat outpatient facilities: The development and analysis of a questionnaire

Contents:

Author Info

  • Margaritis, Eleftherios
  • Katharaki, Maria
  • Katharakis, George
Registered author(s):

    Abstract

    The study attempts to develop an outpatient service quality scale by investigating the key dimensions which assess parental satisfaction and provides a recommendation on an improved health service delivery system. The survey was conducted in an Ear–Nose–Throat outpatient clinic of a Greek public pediatric hospital. A total of 127 parents in outpatient waiting areas were chosen; 74.8% of the sampled parents were under 40, and 78% were mothers. A factor analysis was performed; while a Fischer's exact test and multinomial logistic regression analysis was conducted. All Cronbach's α exceeded 0.70 and all factor loadings exceeded 0.50. Twenty-three items were retained through the scale development process and seven factors were formed that appear to be statistically valid and clinically meaningful: access and convenience, doctor's attention, customization, reliability, assurance, satisfaction and loyalty. Findings were discussed in relation to parents’ overall satisfaction and intention of reusing and recommending outpatient clinic. Satisfaction was found to be positively affected by access and convenience and doctors’ attention. Staff attitude and the telephone procedure of scheduling the child's examination found positively correlated to the likelihood of recommending services to friends and relatives. Time and communication in the waiting room influenced parents’ satisfaction. Overall, results reveal the measures that need to be taken in order to improve outpatient service quality.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.sciencedirect.com/science/article/pii/S0149718911000772
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.

    Bibliographic Info

    Article provided by Elsevier in its journal Evaluation and Program Planning.

    Volume (Year): 35 (2012)
    Issue (Month): 2 ()
    Pages: 246-255

    as in new window
    Handle: RePEc:eee:epplan:v:35:y:2012:i:2:p:246-255

    Contact details of provider:
    Web page: http://www.elsevier.com/locate/evalprogplan

    Related research

    Keywords: SERVPERF; Patient satisfaction; Loyalty; Attitude; Outpatient clinic; Health care;

    References

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
    as in new window
    1. Kojo-Austin, Hellevi & Malin, Maili & Hemminki, Elina, 1993. "Women's satisfaction with maternity health care services in Finland," Social Science & Medicine, Elsevier, vol. 37(5), pages 633-638, September.
    2. Bostan, Sedat & Acuner, Taner & Yilmaz, Gokhan, 2007. "Patient (customer) expectations in hospitals," Health Policy, Elsevier, vol. 82(1), pages 62-70, June.
    3. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
    4. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
    5. Dufrene, Roxane L., 2000. "An evaluation of a patient satisfaction survey: validity and reliability," Evaluation and Program Planning, Elsevier, vol. 23(3), pages 293-300, August.
    6. Bernhart, Michael H. & Wiadnyana, I. G. P. & Wihardjo, Haryoko & Pohan, Imbalos, 1999. "Patient satisfaction in developing countries," Social Science & Medicine, Elsevier, vol. 48(8), pages 989-996, April.
    7. Williams, Simon J. & Calnan, Michael, 1991. "Convergence and divergence: Assessing criteria of consumer satisfaction across general practice, dental and hospital care settings," Social Science & Medicine, Elsevier, vol. 33(6), pages 707-716, January.
    8. Attkisson, C. Clifford & Zwick, Rebecca, 1982. "The client satisfaction questionnaire : Psychometric properties and correlations with service utilization and psychotherapy outcome," Evaluation and Program Planning, Elsevier, vol. 5(3), pages 233-237, January.
    9. Pascoe, Gregory C., 1983. "Patient satisfaction in primary health care: A literature review and analysis," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 185-210, January.
    10. Carmel, Sara, 1985. "Satisfaction with hospitalization: A comparative analysis of three types of services," Social Science & Medicine, Elsevier, vol. 21(11), pages 1243-1249, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:eee:epplan:v:35:y:2012:i:2:p:246-255. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.