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The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals

Author

Listed:
  • Wenxin
  • W.
  • Bentum-Micah
  • G.
  • Zhiqiang
  • M.
  • Bing
  • L.
  • Asabea Addo
  • A.
  • Boadi
  • B.E.
  • Atuahene
  • A.S.
  • Bondzie-Micah
  • V.

Abstract

Purpose: This paper examined the association between perceived service quality and patient satisfaction of Chinese out-patients in the patronage of medical services. Design/Methodology/Approach: Utilizing by novelty specific departments in the hospital’s and logistics multiple regression investigation, the researchers tested and estimated the statistical effects of the department’s services (perceived service quality) as a predictor for out-patients satisfaction. Findings: The analysis shows that patients who exhibited content from the services of selected departments reported greater satisfaction, with it impacts suggesting a measurably noteworthy effect, even in a total medical seller market like China. Practical Implication: The study brings forth implications both for professionals and academics. It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality from as low as departmental levels and patient’s satisfaction to achieve advantage. Originality/Value: It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality.

Suggested Citation

  • Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    • Handle: RePEc:ers:ijebaa:v:viii:y:2020:i:3:p:461-477
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    References listed on IDEAS

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    More about this item

    Keywords

    Access to care; out-patients; patients’ satisfaction/fulfillment; service quality.;
    All these keywords.

    JEL classification:

    • I10 - Health, Education, and Welfare - - Health - - - General
    • I12 - Health, Education, and Welfare - - Health - - - Health Behavior
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health

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