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Study regarding Customer Perception of Healthcare Service Quality in Romanian Clinics, Based on their Profile


  • Cornelia Prejmerean

    () (The Bucharest Academy of Economic Studies, Romania)

  • Simona Vasilache

    () (The Bucharest Academy of Economic Studies, Romania)


The paper presents the differences in patient perception on healthcare services quality, on a sample of ten Romanian clinics. The global satisfaction evaluation was based on three analyzed variables, namely the perceived competence of physicians, the perceived competence of nurses, and the empathy of the hospital personnel. In a quality-oriented perspective and, at the same time, in a relationship-oriented perspective, these elements were regarded as essential for the way in which the patient, without being fully informed as far as the characteristics of the processes taking place in hospitals are regarded, evaluates, while being in a state of physical and psychical distress, the quality of the healthcare experience they live. Our purpose, while choosing these variables for analysis, was to approach this experience by keeping it as undivided as possible, because it is a latent concept, difficult to measure, and we have to account for the reductionism of the statistical model. The main data processing method is PROXSCAL (multidimensional scaling), in SPSS (Statistical Package for Social Sciences), by which we created proximities from data expressing patient satisfaction, grouping, then, the clinics based on their similarities, as far as patient perceptions on the service quality are concerned. The conclusions of our study serve as an orientation tool on the healthcare services market, by quantifying each clinic’s proximity other, and by outlining the factors which make the patients perceive groups of clinics in similar ways. These factors explain the favourable, or unfavourable perceptions on a certain type of clinics and the general influences on the healthcare sector, in its entirety.

Suggested Citation

  • Cornelia Prejmerean & Simona Vasilache, 2009. "Study regarding Customer Perception of Healthcare Service Quality in Romanian Clinics, Based on their Profile," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 298-304, June.
  • Handle: RePEc:aes:amfeco:v:11:y:2009:i:26:p:298-305

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    References listed on IDEAS

    1. Campbell, S. M. & Roland, M. O. & Buetow, S. A., 2000. "Defining quality of care," Social Science & Medicine, Elsevier, vol. 51(11), pages 1611-1625, December.
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    Cited by:

    1. Roxana Sarbu & Adriana Zamfir, 2011. "The Necessity of Implementing a Quality Management System in the Romanian Medical Units. An Approach from the Patients Point of View," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(Special N), pages 679-687, November.

    More about this item


    quality management; healthcare services; patient perception; Romania;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes


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