IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v15y2026i2p357-367.html

Exploring patients' satisfaction with quality healthcare service in public hospitals: An integrated review

Author

Listed:
  • Nkhensani Florence Mabunda

    (Sefako Makgatho Health Science University)

Abstract

Patient satisfaction is an important indicator used to assess the quality and effectiveness of healthcare systems. This is especially significant for public hospitals that serve large communities by providing primary care services. High levels of patient satisfaction typically reflect positively on the quality of healthcare services offered by these institutions. This paper aims to integrate a review that combines various research methods to provide a comprehensive view of patient satisfaction with healthcare quality in state-operated hospitals. A comprehensive search was carried out using electronic databases like PubMed, CINAHL, PsycINFO, and Google Scholar to compile and synthesise studies from 2015 to 2025. The PRISMA flowchart was utilized to refine the screening process for relevance and potential inclusion. Main findings of the study demonstrate that (i) the factors determining patient satisfaction include the physical, human, and systemic aspects of healthcare delivery that affect patients' experiences; (ii)factors related to the process impacting patient satisfaction include the method of care delivery and the quality of interactions between healthcare professionals and patients; and (iii) outcomes and perceptions centered around the patient reflect the outcomes of care and the way patients view the efficacy and equity of the healthcare system. Patient satisfaction serves as a multifaceted measure of the quality of healthcare services provided in public hospitals. To enhance satisfaction and health outcomes, public health systems ought to prioritize patient-centered strategies, allocate resources towards infrastructure and human capital, and develop avenues for patient feedback. These initiatives will augment satisfaction, trust, equity, and the overall efficacy of public healthcare. Key Words: patients; satisfaction; public hospitals; quality of healthcare; patient-centered care; integrative review

Suggested Citation

  • Nkhensani Florence Mabunda, 2026. "Exploring patients' satisfaction with quality healthcare service in public hospitals: An integrated review," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 15(2), pages 357-367, May.
    • Handle: RePEc:rbs:ijbrss:v:15:y:2026:i:2:p:357-367
    DOI: 10.20525/ijrbs.v15i2.4897
    as

    Download full text from publisher

    File URL: https://ssbfnet.com/ojs/index.php/ijrbs/article/view/4897
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v15i2.4897
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v15i2.4897?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Philipp C. Sauer & Stefan Seuring, 2023. "How to conduct systematic literature reviews in management research: a guide in 6 steps and 14 decisions," Review of Managerial Science, Springer, vol. 17(5), pages 1899-1933, July.
    2. Li Li & Xin Cui & Wei Feng, 2024. "RETRACTED ARTICLE: Enhancing Patient Satisfaction in Cross-Regional Healthcare: a Cross-Sectional Study in the Knowledge-Based Healthcare Landscape," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 14172-14198, September.
    3. Greta Hoxha & Ioanna Simeli & Dimitrios Theocharis & Anastasia Vasileiou & Georgios Tsekouropoulos, 2024. "Sustainable Healthcare Quality and Job Satisfaction through Organizational Culture: Approaches and Outcomes," Sustainability, MDPI, vol. 16(9), pages 1-17, April.
    4. Alibrandi, Angela & Gitto, Lara & Limosani, Michele & Mustica, Paolo Fabrizio, 2023. "Patient satisfaction and quality of hospital care," Evaluation and Program Planning, Elsevier, vol. 97(C).
    5. Florin Radu & Valentin Radu & Mirela Cătălina Turkeș & Oana Raluca Ivan & Alina Iuliana Tăbîrcă, 2022. "A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(2), pages 1018-1048, March.
    Full references (including those not matched with items on IDEAS)

    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. Kordi, Mehrdad & Ertz, Myriam, 2026. "Deciphering technological advancements for efficient disaster management and community resilience," Technology in Society, Elsevier, vol. 84(C).
    2. Stefano D’Angelo & Angelo Cavallo & Antonio Ghezzi & Francesco Di Lorenzo, 2024. "Understanding corporate entrepreneurship in the digital age: a review and research agenda," Review of Managerial Science, Springer, vol. 18(12), pages 3719-3774, December.
    3. Franz Breu & Dominik K. Kanbach, 2026. "Strategy and business model development for business incubators: a systematic literature review and framework," The Journal of Technology Transfer, Springer, vol. 51(3), pages 1933-1964, June.
    4. Ferhat Demir & Martin Lukes, 2025. "Corporate-startup collaboration: A managerial decision-making framework based on a systematic literature review," Review of Managerial Science, Springer, vol. 19(8), pages 2423-2454, August.
    5. Di Paola, Nadia & Chari, Simos & Iannacci, Federico & Kraus, Sascha, 2025. "Configurational theory in business and management research: Status quo and guidelines for the application of qualitative comparative analysis (QCA)," Technological Forecasting and Social Change, Elsevier, vol. 211(C).
    6. Carla Curado & Tiago Rodrigues Gonçalves, 2026. "Happy birthday Management Review Quarterly: moving forward and improving research contributions," Management Review Quarterly, Springer, vol. 76(1), pages 1-15, February.
    7. repec:bcp:journl:v:8:y:2024:i:10:p:1198-1207 is not listed on IDEAS
    8. Antonius Setyadi & Suharno Pawirosumarto & Alana Damaris, 2025. "Sustainable Operations Strategy in the Age of Climate Change: Integrating Green Lean Practices into Operational Excellence," Sustainability, MDPI, vol. 17(13), pages 1-36, June.
    9. Asha Thomas & Salomé Florence Grandinger & Sascha Kraus & Andrea Caputo, 2026. "Beyond the billion: how unicorns scale – introducing the unicorn scalability framework," International Entrepreneurship and Management Journal, Springer, vol. 22(1), pages 1-30, March.
    10. Inmaculada Martín-Rojo & Ana Isabel Gaspar-González, 2025. "The impact of social changes on MICE tourism management in the age of digitalization: a bibliometric review," Review of Managerial Science, Springer, vol. 19(7), pages 2211-2234, July.
    11. Chang Liu & Mat Redhuan Samsudin & Yuwen Zou, 2025. "The multidimensional impact of packaging design on purchase intention: a systematic hybrid review," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-18, December.
    12. Niloofar Salajegheh & Armin Khaleghi Forghani & Tamara Galkina & Zeynab Aeeni & Morteza Akbari, 2025. "Taking stock and looking ahead: a systematic literature review of effectuation research," Review of Managerial Science, Springer, vol. 19(8), pages 2495-2527, August.
    13. Hamza Smajić & Ramo Palalić & Irfan Butt & Nisar Ahmed & Veland Ramadani, 2025. "Socioemotional wealth and family firms performance: a framework and future pathways," Review of Managerial Science, Springer, vol. 19(4), pages 1257-1296, April.
    14. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    15. Tamara Menichini & Gennaro Salierno & Nicoletta Maria Strollo, 2026. "Exploring the role of materiality analysis in corporate decision-making for SDG prioritization: A systematic literature review," International Entrepreneurship and Management Journal, Springer, vol. 22(2), pages 1-30, June.
    16. Alexander Brem & Petra A. Nylund & Saeed Roshani, 2024. "Unpacking the complexities of crisis innovation: a comprehensive review of ecosystem-level responses to exogenous shocks," Review of Managerial Science, Springer, vol. 18(8), pages 2441-2464, August.
    17. Yakira Fernández-Torres & Clara Gallego-Sosa & Milagros Gutiérrez-Fernández, 2025. "Do women board members contribute to companies’ superior environmental performance? A literature review," Review of Managerial Science, Springer, vol. 19(5), pages 1513-1565, May.
    18. Stefano Magistretti & Daniel Trabucchi, 2025. "Agile-as-a-tool and agile-as-a-culture: a comprehensive review of agile approaches adopting contingency and configuration theories," Review of Managerial Science, Springer, vol. 19(1), pages 223-253, January.
    19. Giustina Secundo & Claudia Spilotro & Johanna Gast & Vincenzo Corvello, 2025. "The transformative power of artificial intelligence within innovation ecosystems: a review and a conceptual framework," Review of Managerial Science, Springer, vol. 19(9), pages 2697-2728, September.
    20. Annabel I. Amadi & Rolland O. Emuobor & Tolulope O. Mosue & Salisu A. Abdullahi, 2024. "The Impact of Artificial Intelligence on Organizational Performance: Insights from VFD Micro Finance Bank (VBank), Lagos State Nigeria," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(14), pages 518-531, November.
    21. Yingzheng Yan & Qiuqin Zheng & Xiaohong Miao & Yuanzhu Wei, 2026. "Does achieving the sustainable development goal of forest carbon sinks need to come at the expense of the stakeholders’ benefits?—Global perspective through systematic literature review," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 13(1), pages 1-15, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:rbs:ijbrss:v:15:y:2026:i:2:p:357-367. 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: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    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.