IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v16y2019i19p3719-d272970.html
   My bibliography  Save this article

Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals

Author

Listed:
  • Abid Hussain

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Muhammad Asif

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Arif Jameel

    (School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China)

  • Jinsoo Hwang

    (The College of Hospitality and Tourism Management, Sejong University, 98Gunja-Dong, Gwanjin-Gu, Seoul 143–747, Korea)

  • Noman Sahito

    (Department of City & Regional Planning, Mehran University of Engineering & Technology, Jamshoro 76062, Pakistan)

  • Shahida Kanwel

    (Tourism & Hotel Management, School of Management, Zhejiang University, Hangzhou 310058, China)

Abstract

Patient satisfaction is a core tool for measuring the performance of the hospitals as well as the service provider and the services that they are providing to the patients. The aim of this research is to evaluate how information received, medical equipment, distance from the hospital, and physical infrastructure influenced patient satisfaction at public hospitals in Southern Punjab, Pakistan. An exploratory research technique was used. We distributed 700 questionnaires through a random method, and 579 provided proper responses. A confirmatory factor analysis (CFA) and a regression analysis were used for the data analysis. The study results illustrated that medical equipment, information received, distance from the hospital, and physical infrastructure had significantly positive impacts ( p = 0.001) on patient satisfaction. To promote higher level of satisfaction, there is a need to take appropriate steps for improvement.

Suggested Citation

  • Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang & Noman Sahito & Shahida Kanwel, 2019. "Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals," IJERPH, MDPI, vol. 16(19), pages 1-12, October.
  • Handle: RePEc:gam:jijerp:v:16:y:2019:i:19:p:3719-:d:272970
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/16/19/3719/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/1660-4601/16/19/3719/
    Download Restriction: no
    ---><---

    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. Goodman, D.C. & Fisher, E. & Slukel, T.A. & Chang, C.-H., 1997. "The distance to community medical care and the likelihood of hospitalization: Is closer always better?," American Journal of Public Health, American Public Health Association, vol. 87(7), pages 1144-1150.
    3. Muhammad Asif & Miao Qing & Jinsoo Hwang & Hao Shi, 2019. "Ethical Leadership, Affective Commitment, Work Engagement, and Creativity: Testing a Multiple Mediation Approach," Sustainability, MDPI, vol. 11(16), pages 1-16, August.
    4. Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2019. "Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan," IJERPH, MDPI, vol. 16(13), pages 1-9, July.
    5. Muhammad Asif & Arif Jameel & Abid Hussain & Jinsoo Hwang & Noman Sahito, 2019. "Linking Transformational Leadership with Nurse-Assessed Adverse Patient Outcomes and the Quality of Care: Assessing the Role of Job Satisfaction and Structural Empowerment," IJERPH, MDPI, vol. 16(13), pages 1-15, July.
    6. Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
    7. 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.
    8. Haoying Han & Noman Sahito & Thuy Van Thi Nguyen & Jinsoo Hwang & Muhammad Asif, 2019. "Exploring the Features of Sustainable Urban Form and the Factors that Provoke Shoppers towards Shopping Malls," Sustainability, MDPI, vol. 11(17), pages 1-20, September.
    9. Jiang Wu & Shengchao Zhang & Huiqing Chen & Yingyu Lin & Xiaoxin Dong & Xiaoxu Yin & Zuxun Lu & Shiyi Cao, 2016. "Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-9, August.
    10. Abid Hussain & Muhammad Safdar Sial & Sardar Muhammad Usman & Jinsoo Hwang & Yushi Jiang & Awaisra Shafiq, 2019. "What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy," IJERPH, MDPI, vol. 16(6), pages 1-14, March.
    11. Faiza Manzoor & Longbao Wei & Abid Hussain & Muhammad Asif & Syed Irshad Ali Shah, 2019. "Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator," IJERPH, MDPI, vol. 16(18), pages 1-16, September.
    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. Arif Jameel & Muhammad Asif & Abid Hussain & Jinsoo Hwang & Mussawar Hussain Bukhari & Sidra Mubeen & Insin Kim, 2019. "Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction," IJERPH, MDPI, vol. 16(23), pages 1-13, November.
    2. Xiaojing Fan & Min Su & Yaxin Zhao & Duolao Wang, 2021. "Dissatisfaction with Local Medical Services for Middle-Aged and Elderly in China: What Is Relevant?," IJERPH, MDPI, vol. 18(8), pages 1-12, April.
    3. Hyunjoon Kim & Jinkyung Jenny Kim & Muhammad Asif, 2019. "The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free," IJERPH, MDPI, vol. 16(24), pages 1-22, December.
    4. Jinsoo Hwang & Jinkyung Jenny Kim & Jenni Soo-Hee Lee & Noman Sahito, 2020. "How to Form Wellbeing Perception and Its Outcomes in the Context of Elderly Tourism: Moderating Role of Tour Guide Services," IJERPH, MDPI, vol. 17(3), pages 1-16, February.
    5. Abid Hussain & Mingxing Li & Shahida Kanwel & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2023. "Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels," Sustainability, MDPI, vol. 15(9), pages 1-15, May.
    6. María del Carmen Valls Martínez & Alicia Ramírez-Orellana & Mayra Soledad Grasso, 2021. "Health Investment Management and Healthcare Quality in the Public System: A Gender Perspective," IJERPH, MDPI, vol. 18(5), pages 1-24, February.

    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. Faiza Manzoor & Longbao Wei & Abid Hussain & Muhammad Asif & Syed Irshad Ali Shah, 2019. "Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator," IJERPH, MDPI, vol. 16(18), pages 1-16, September.
    2. Arif Jameel & Muhammad Asif & Abid Hussain & Jinsoo Hwang & Mussawar Hussain Bukhari & Sidra Mubeen & Insin Kim, 2019. "Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction," IJERPH, MDPI, vol. 16(23), pages 1-13, November.
    3. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
    4. Faiza Manzoor & Longbao Wei & Muhammad Asif & Muhammad Zia ul Haq & Hafiz ur Rehman, 2019. "The Contribution of Sustainable Tourism to Economic Growth and Employment in Pakistan," IJERPH, MDPI, vol. 16(19), pages 1-14, October.
    5. Hyunjoon Kim & Jinkyung Jenny Kim & Muhammad Asif, 2019. "The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free," IJERPH, MDPI, vol. 16(24), pages 1-22, December.
    6. Jinsoo Hwang & Jinkyung Jenny Kim & Jenni Soo-Hee Lee & Noman Sahito, 2020. "How to Form Wellbeing Perception and Its Outcomes in the Context of Elderly Tourism: Moderating Role of Tour Guide Services," IJERPH, MDPI, vol. 17(3), pages 1-16, February.
    7. Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
    8. Iwona Malinowska-Lipień & Agnieszka Micek & Teresa Gabryś & Maria Kózka & Krzysztof Gajda & Agnieszka Gniadek & Tomasz Brzostek & Jason Fletcher & Allison Squires, 2021. "Impact of the Work Environment on Patients’ Safety as Perceived by Nurses in Poland—A Cross-Sectional Study," IJERPH, MDPI, vol. 18(22), pages 1-14, November.
    9. Abid Hussain & Mingxing Li & Shahida Kanwel & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2023. "Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels," Sustainability, MDPI, vol. 15(9), pages 1-15, May.
    10. Muhammad Asif & Muhammad Ali Hussain & Shazia Humayun & Muhammad Awais & Mingxing Li, 2023. "Investigating the Role of Ethical Leadership on Employee Innovativeness through Bottom-Up Job Redesigning: Self-Leadership as a Catalyst," Sustainability, MDPI, vol. 15(9), pages 1-12, April.
    11. Tiago Gonçalves & Carla Curado, 2021. "Individual and Organizational Conditions Leading to Quality of Care in Healthcare: A Fuzzy-Set Qualitative Comparative Analysis," Merits, MDPI, vol. 1(1), pages 1-16, December.
    12. Arif Jameel & Muhammad Asif & Abid Hussain & Jinsoo Hwang & Noman Sahito & Mussawar Hussain Bukhari, 2019. "Assessing the Moderating Effect of Corruption on the E-Government and Trust Relationship: An Evidence of an Emerging Economy," Sustainability, MDPI, vol. 11(23), pages 1-14, November.
    13. Shahida Kanwel & Zhou Lingqiang & Muhammad Asif & Jinsoo Hwang & Abid Hussain & Arif Jameel, 2019. "The Influence of Destination Image on Tourist Loyalty and Intention to Visit: Testing a Multiple Mediation Approach," Sustainability, MDPI, vol. 11(22), pages 1-19, November.
    14. Jinlin Liu & Ying Mao, 2019. "Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China," IJERPH, MDPI, vol. 16(20), pages 1-15, October.
    15. Noman Sahito & Haoying Han & Thuy Van Thi Nguyen & Insin Kim & Jinsoo Hwang & Arif Jameel, 2020. "Examining the Quasi-Public Spaces in Commercial Complexes," Sustainability, MDPI, vol. 12(5), pages 1-16, February.
    16. Vaida Servetkienė & Roma Puronaitė & Birutė Mockevičienė & Karolis Ažukaitis & Danguolė Jankauskienė, 2023. "Determinants of Patient-Perceived Primary Healthcare Quality in Lithuania," IJERPH, MDPI, vol. 20(6), pages 1-19, March.
    17. Jinsoo Hwang & Muhammad Asif & Kwang-Woo Lee, 2020. "Relationships among Country Image, Tour Motivations, Tour Quality, Tour Satisfaction, and Attitudinal Loyalty: The Case of Chinese Travelers to Korea," Sustainability, MDPI, vol. 12(8), pages 1-19, April.
    18. Li Zhang & Qian Zhang & Xinru Li & Weiya Shao & Jingyu Ma & Ruijie Zhang & Angdi Zhou & Jinghua Li, 2022. "The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(2), pages 734-754, March.
    19. Runtang Meng & Jingjing Li & Yunquan Zhang & Yong Yu & Yi Luo & Xiaohan Liu & Yanxia Zhao & Yuantao Hao & Ying Hu & Chuanhua Yu, 2018. "Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals," IJERPH, MDPI, vol. 15(4), pages 1-17, April.
    20. 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.

    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:gam:jijerp:v:16:y:2019:i:19:p:3719-:d:272970. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.