IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v40y2018icp270-275.html
   My bibliography  Save this article

Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece

Author

Listed:
  • Mitropoulos, Panagiotis
  • Vasileiou, Konstantinos
  • Mitropoulos, Ioannis

Abstract

Health services compared to the most of other sectors' customer services present some special traits, such as extreme complexity, co-production, and intangibility, while financial and human consequences of low quality are high. This study reports on the findings of a nationwide HCAHPS questionnaire survey conducted in Greece after the implementation of the health system reform due to the financial crisis regarding the factors determining inpatient satisfaction in public hospitals. HCAHPS data were initially analysed by factor analysis followed by an ordinal regression analysis, which aimed to identify the determinants with significant impact on inpatient satisfaction. The study results are consistent with prior research which indicated that the communication with nurses is the most salient predictor of overall patients’ satisfaction followed by communication with doctors. Moreover, certain patient (age and health status) and hospital institutional (type and location) characteristics also contribute significantly to patients’ perceived overall satisfaction. Hence, health quality improvement activities should consider the critical differences among patient subgroups and hospital types in order to fulfil consumer needs and preferences more effectively.

Suggested Citation

  • Mitropoulos, Panagiotis & Vasileiou, Konstantinos & Mitropoulos, Ioannis, 2018. "Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 270-275.
  • Handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:270-275
    DOI: 10.1016/j.jretconser.2017.03.004
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698917301285
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.jretconser.2017.03.004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Nguyen Thi, Phi Linh & Briancon, S. & Empereur, F. & Guillemin, F., 2002. "Factors determining inpatient satisfaction with care," Social Science & Medicine, Elsevier, vol. 54(4), pages 493-504, February.
    2. 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.
    3. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    4. Abbas Al-Refaie, 2011. "A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals," International Journal of Artificial Life Research (IJALR), IGI Global, vol. 2(4), pages 43-56, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Van Kiet, Truong & , Le thi Phuong Lien, 2020. "Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam," OSF Preprints at3nu, Center for Open Science.
    2. Ahmad Badruridzwanullah Zun & Mohd Ismail Ibrahim & Ariffin Marzuki Mokhtar & Ahmad Sukari Halim & Wan Nor Arifin Wan Mansor, 2019. "Translation, Cross-Cultural Adaptation, and Validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) into the Malay Language," IJERPH, MDPI, vol. 16(11), pages 1-13, June.
    3. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    4. Keramidou, Ioanna & Triantafillopoulos, Loukas, 2023. "Does the patient perception of service quality differ in the recession period? Evidence from Greek hospital care," MPRA Paper 117161, University Library of Munich, Germany.
    5. Audrezet, Alice & Parguel, Béatrice, 2018. "Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 285-295.
    6. Beata Gavurova & Jan Dvorsky & Boris Popesko, 2021. "Patient Satisfaction Determinants of Inpatient Healthcare," IJERPH, MDPI, vol. 18(21), pages 1-18, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vanacore, Amalia & Pellegrino, Maria Sole, 2021. "Testing inter-group ranking heterogeneity: do patient characteristics matter for prioritization of quality improvements in healthcare service?," Socio-Economic Planning Sciences, Elsevier, vol. 73(C).
    2. Lillemo, Shuling Chen, 2014. "Measuring the effect of procrastination and environmental awareness on households' energy-saving behaviours: An empirical approach," Energy Policy, Elsevier, vol. 66(C), pages 249-256.
    3. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    4. Simplice A. Asongu & Nicholas M. Odhiambo, 2019. "Governance, capital flight and industrialisation in Africa," Journal of Economic Structures, Springer;Pan-Pacific Association of Input-Output Studies (PAPAIOS), vol. 8(1), pages 1-22, December.
    5. Pamela E. Ofori & Simplice A. Asongu & Vanessa S. Tchamyou, 2021. "The Synergy between Governance and Economic Integration in Promoting Female Economic Inclusion in Sub-Saharan Africa," Working Papers 21/071, European Xtramile Centre of African Studies (EXCAS).
    6. Simplice A. Asongu, 2014. "Knowledge Economy and Financial Sector Competition in African Countries," African Development Review, African Development Bank, vol. 26(2), pages 333-346, June.
    7. Chimere O. Iheonu, 2019. "Governance and Domestic Investment in Africa," Working Papers 19/001, European Xtramile Centre of African Studies (EXCAS).
    8. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    9. Asongu, Simplice & Tchamyou, Vanessa & Asongu, Ndemaze & Tchamyou, Nina, 2018. "The Comparative African Economics of Governance in Fighting Terrorism," MPRA Paper 92346, University Library of Munich, Germany.
    10. Leiv Gabrielsen & Pål Ulleberg & Reidulf Watten, 2012. "The Adolescent Life Goal Profile Scale: Development of a New Scale for Measurements of Life Goals Among Young People," Journal of Happiness Studies, Springer, vol. 13(6), pages 1053-1072, December.
    11. Simplice A. Asongu & Rexon T. Nting & Joseph Nnanna, 2020. "Linkages between Globalisation, Carbon Dioxide Emissions and Governance in Sub-Saharan Africa," International Journal of Public Administration, Taylor & Francis Journals, vol. 43(11), pages 949-963, August.
    12. Simplice A Asongu, 2013. "Modeling the future of knowledge economy: evidence from SSA and MENA countries," Economics Bulletin, AccessEcon, vol. 33(1), pages 612-624.
    13. Megha Gupta & Suhasini Verma & Smita Pachare, 2023. "An analysis of Conventional and Alternative financing—Customers' perspective," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 28(3), pages 2404-2414, July.
    14. Xiangfei Yuan & Haijing Hao & Chenghua Guan & Alex Pentland, 2022. "Which factors affect the performance of technology business incubators in China? An entrepreneurial ecosystem perspective," PLOS ONE, Public Library of Science, vol. 17(1), pages 1-20, January.
    15. Naznin Sultana & Thao T. P. Nguyen & Ahmed Hossain & Md. Asaduzzaman & Minh H. Nguyen & Ishrat Jahan & Kien T. Nguyen & Tuyen Van Duong, 2022. "Psychometric Properties of the Short-Form Geriatric Depression Scale (GDS-SF) and Its Associated Factors among the Elderly in Bangladesh," IJERPH, MDPI, vol. 19(13), pages 1-14, June.
    16. Orkhan Sariyev & Tim K. Loos & Manfred Zeller & Tulsi Gurung, 2020. "Women in household decision-making and implications for dietary quality in Bhutan," Agricultural and Food Economics, Springer;Italian Society of Agricultural Economics (SIDEA), vol. 8(1), pages 1-20, December.
    17. Chang, Yuan-Chieh & Chen, Min-Nan, 2016. "Service regime and innovation clusters: An empirical study from service firms in Taiwan," Research Policy, Elsevier, vol. 45(9), pages 1845-1857.
    18. Romero, Pascual & Botía, Pablo & del Amor, Francisco M. & Gil-Muñoz, Rocío & Flores, Pilar & Navarro, Josefa María, 2019. "Interactive effects of the rootstock and the deficit irrigation technique on wine composition, nutraceutical potential, aromatic profile, and sensory attributes under semiarid and water limiting condi," Agricultural Water Management, Elsevier, vol. 225(C).
    19. Ivana BLEŠIÆ & Andjelija IVKOV-DŽIGURSKI & Uglješa STANKOV & Igor STAMENKOVIÆ & Milan Bradiæ, 2011. "Research Of Expected And Perceived Service Quality In Hotel Management," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 11(11), pages 6-14, December.
    20. Mohd Hizam Hanafiah, & Sheikh Usman Yousaf, & Bushra Usman,, 2017. "The influence of psychological capital on the growth intentions of entrepreneurs: A study on Malaysian SME entrepreneurs," Business and Economic Horizons (BEH), Prague Development Center, vol. 13(5), pages 556-569, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:270-275. See general information about how to correct material in RePEc.

    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 CitEc recognized a bibliographic reference but did not link an item in RePEc 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.