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Outpatient service quality and doctor-patient relationship: a study in Chinese public hospital

Author

Listed:
  • Guimin Duan
  • Lan Qiu
  • Weiping Yu
  • Hao Hu

Abstract

The hospitals in China are facing great challenges with the doctor-patient relationship, which requires a study of outpatient service quality. This paper aims to study the impact of outpatient service quality on patient satisfaction, patient trust and willingness to return. Using survey data from a leading public hospital in China, it shows that doctor visiting service quality, examination quality and payment and medicine receipt quality are positively related to patient satisfaction, patient trust and willingness to return. Pre-doctor visiting service quality only has a significant impact on patient satisfaction. Physical environment quality and waiting time do not have a significant impact on patient satisfaction, patient trust and willingness to return.

Suggested Citation

  • Guimin Duan & Lan Qiu & Weiping Yu & Hao Hu, 2014. "Outpatient service quality and doctor-patient relationship: a study in Chinese public hospital," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 6(1), pages 97-111.
    • Handle: RePEc:ids:injsem:v:6:y:2014:i:1:p:97-111
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    Citations

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    Cited by:

    1. 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.
    2. Ying Mao & Wei Ning & Ning Zhang & Tao Xie & Jinnan Liu & Yongbo Lu & Bin Zhu, 2021. "The Therapeutic Relationship in China: A Systematic Review and Meta-Analysis," IJERPH, MDPI, vol. 18(7), pages 1-19, March.
    3. 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 466-482.
    4. 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.

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