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Service quality perceptions and patient satisfaction: a study of hospitals in a developing country

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  • Andaleeb, Syed Saad
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    Abstract

    Patients' perceptions about health services seem to have been largely ignored by health care providers in developing countries. That such perceptions, especially about service quality, might shape confidence and subsequent behaviors with regard to choice and usage of the available health care facilities is reflected in the fact that many patients avoid the system or avail it only as a measure of last resort. Those who can afford it seek help in other countries, while preventive care or early detection simply falls by the wayside. Patients' voice must begin to play a greater role in the design of health care service delivery processes in the developing countries. This study is, therefore, patient-centered and identifies the service quality factors that are important to patients; it also examines their links to patient satisfaction in the context of Bangladesh. A field survey was conducted. Evaluations were obtained from patients on several dimensions of perceived service quality including responsiveness, assurance, communication, discipline, and baksheesh. Using factor analysis and multiple regression, significant associations were found between the five dimensions and patient satisfaction. Implications and future research issues are discussed.

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    Bibliographic Info

    Article provided by Elsevier in its journal Social Science & Medicine.

    Volume (Year): 52 (2001)
    Issue (Month): 9 (May)
    Pages: 1359-1370

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    Handle: RePEc:eee:socmed:v:52:y:2001:i:9:p:1359-1370

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    Related research

    Keywords: Health services Developing nations Patient perception Service quality Statistics;

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    Cited by:
    1. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    2. Đurđana Ozretić Došen & Vide Bilić, 2009. "Perceptions among Croatian surgeons of services marketing application to health care organizations," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 21(2), pages 203-218.
    3. Ahmet Kara, 2009. "An applied stochastic model of the quality–quantity trade-off in the public health care sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(2), pages 277-289, March.

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