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

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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

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  • 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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    1. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
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    13. 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.
    14. Chengyu Liu & Yan Li & Mingjie Fang & Feng Liu, 2023. "Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 449-476, June.
    15. Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
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    17. Daniela Carlucci & Paolo Renna & Giovanni Schiuma, 2013. "Evaluating service quality dimensions as antecedents to outpatient satisfaction using back propagation neural network," Health Care Management Science, Springer, vol. 16(1), pages 37-44, March.
    18. DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
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    21. Abdullah Ghthaith Almutairi & Hilal Salim Al Shamsi, 2020. "Challenges to Quality Primary Health Care in Saudi Arabia and Potential Improvements Implemented by Other Systems: Systematic Review," Global Journal of Health Science, Canadian Center of Science and Education, vol. 12(9), pages 1-1, August.
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