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


  • Andaleeb, Syed Saad


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.

Suggested Citation

  • Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
  • Handle: RePEc:eee:socmed:v:52:y:2001:i:9:p:1359-1370

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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. Quan-Hoang Vuong & Ha Nguyen, 2016. "Medical expenses matter most for the poor: evidence from Vietnam," Working Papers CEB 16-027, ULB -- Universite Libre de Bruxelles.
    3. Ángel Fernández Pérez & Ángeles Sánchez Domínguez, 2017. "Los factores no clínicos como determinantes de la satisfacción con el sistema sanitario público en España," FEG Working Paper Series 01/17, Faculty of Economics and Business (University of Granada).
    4. 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.
    5. Hayat Belaid & Ahmed Bouchenafa & Abd Elkader Barich & Karima Maazouzi, 2015. "The Quality of Health Services in Bechar Public Hospital Institution," International Journal of Social Sciences, International Institute of Social and Economic Sciences, vol. 4(2), pages 1-14, May.
    6. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
    7. Quan-Hoang Vuong, 2016. "Health communication, information technology and the public’s attitude toward periodic general health examination," Working Papers CEB 16-052, ULB -- Universite Libre de Bruxelles.
    8. 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.
    9. Khan Eijaz Ahmed & Quaddus Mohammed, 2015. "Development and Validation of a Scale for Measuring Sustainability Factors of Informal Microenterprises – A Qualitative and Quantitative Approach," Entrepreneurship Research Journal, De Gruyter, vol. 5(4), pages 347-372, October.
    10. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    11. Ariff Syah Juhari & Muhammad Awais Bhatti & Shishi Kumar Piaralal, 2016. "Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(3), pages 17-36, March.
    12. Hayat Belaid & Ahmed bouchenafa & Abd Elkader Barich & Karima Maazouzi, 2014. "The Quality of Health Services in Bechar Public Hospital Institution," Proceedings of International Academic Conferences 0101005, International Institute of Social and Economic Sciences.


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