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Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index

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Listed:
  • Mário Raposo

    ()

  • Helena Alves

    ()

  • Paulo Duarte

    ()

Abstract

The assessment of patients’ satisfaction levels, and the knowledge of what factors influence satisfaction are very important for healthcare managers as it influences healthcare results and healthcare institutions financial results. The objective of this research is to analyse patients’ satisfaction levels in a set of four Portuguese primary Healthcare Centres, through the estimation of a satisfaction index, which simultaneously explains which dimensions of healthcare quality influence that satisfaction the most. For that, a conceptual model of patients’ satisfaction in primary healthcare was tested using data from a sample of 414 patients. Partial Least Squares path modelling (PLS) was the technique chosen to evaluate the proposed model. The results show that patients’ satisfaction is 60.887 in a scale from 1 to 100, revealing only a medium level of satisfaction. It is also possible to conclude that the most important positive effects on satisfaction are the ones linked to the patient/doctor relationship, the quality of facilities and the interaction with administrative staff, by this order. Copyright Springer-Verlag 2009

Suggested Citation

  • Mário Raposo & Helena Alves & Paulo Duarte, 2009. "Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index," Service Business, Springer;Pan-Pacific Business Association, vol. 3(1), pages 85-100, March.
    • Handle: RePEc:spr:svcbiz:v:3:y:2009:i:1:p:85-100
    DOI: 10.1007/s11628-008-0055-1
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    File URL: http://hdl.handle.net/10.1007/s11628-008-0055-1
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    References listed on IDEAS

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    1. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Oxford University Press, vol. 21(4), pages 695-707, March.
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    1. repec:spr:svcbiz:v:11:y:2017:i:3:d:10.1007_s11628-016-0315-4 is not listed on IDEAS
    2. Don Jeng & Sky Kuo, 2012. "Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 425-458, December.
    3. W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
    4. Piyush Kumar & Mayukh Dass & Omer Topaloglu, 2011. "Exploring satisfaction in business-to-business services: a path-analytic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 13-27, March.
    5. DonHee Lee, 2012. "Implementation of quality programs in health care organizations," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 387-404, September.
    6. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    7. Bomi Song & Changyong Lee & Byungun Yoon & Yongtae Park, 2016. "Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 775-798, December.
    8. DonHee Lee & Kwan Soo Hong & Nam Young Kim, 2016. "Effects of hospital leadership, organizational systems, and ESWOS on medical error reduction," Service Business, Springer;Pan-Pacific Business Association, vol. 10(1), pages 159-177, March.
    9. Kaynak, Ramazan & Sert, Tuba & Sert, Gurkan & Akyuz, Bulent, 2015. "Supply chain unethical behaviors and continuity of relationship: Using the PLS approach for testing moderation effects of inter-organizational justice," International Journal of Production Economics, Elsevier, vol. 162(C), pages 83-91.
    10. Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
    11. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.

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