The positive impact of service quality, location, and situation on patients’ satisfaction in hospital

2023-05-26T08:58:48-07:00

Introduction:

Identifying patient satisfaction is a significant aspect for institutions in the service sector, especially hospitals. Satisfied consumers use the service repeatedly and tell or persuade people to use it. Therefore, the aims of this study were (1) to determine whether service quality has a positive effect on patient satisfaction, (2) to determine whether location has a positive effect on patient satisfaction at a hospital, and (3) to determine whether the atmosphere has a positive effect on patient satisfaction.

Methods:

This study was conducted at a hospital XYZ in Pekalongan, Indonesia, with 400 respondents who filled out the questionnaire. The data collection technique used a questionnaire distributed electronically via Google Forms and processed using the Smart PLS application.

Results:

Four hundred respondents participated in our study. Respondent demographic profiling included age, gender, last education, and patient status. Most of the participants were aged 25-45 years old (47,00%), female (74,25%), went to senior high school as their last education (54,00%), and had a history of hospitalization (98,25%). We found that service quality and ambiance positively impacted patients’ satisfaction with a p-value of 0,000 and 0,000 (p<0,05), while location did not (p = 0,054).

Conclusion:

Our study finds that service quality and atmosphere positively affect patient satisfaction.

AN EMPIRICAL STUDY ON CORRELATION OF THE FACTORS OF THE PERCEPTION. SERVICE DELIVERY & PATIENT SATISFACTION ABOUT SERVICE QUALITY IN SELECTED PUBLIC & PRIVATE HOSPITALS OF THE RAIPUR CITY”

2023-05-25T00:29:13-07:00

For a hospital-like organization, service quality plays an important role as far as the quality of the services provided & patient satisfaction is concerned. Various parameters measure the service quality in hospitals. Measuring the service quality is important to get feedback on the services being provided, the treatment provided, its impact & implementation, and finally the satisfaction index. In this research study, the researcher has included three major variables for determining the hospital service quality (HSQ) i.e., perception, service delivery & patient satisfaction. This paper will discuss the correlation between the variables selected for study purposes. The factor analyses (EFA & CFA) have been done to extract the final factors for the correlation purpose. The data used in the analysis is the primary data and it was collected from the three respondents i.e., in-patients, OPD patients (Follow-up patients), and the attendants of the patients of selected public & private hospitals of Raipur city.

Asia Pacific Journal of Health Management

The positive impact of service quality, location, and situation on patients’ satisfaction in hospital

AN EMPIRICAL STUDY ON CORRELATION OF THE FACTORS OF THE PERCEPTION. SERVICE DELIVERY & PATIENT SATISFACTION ABOUT SERVICE QUALITY IN SELECTED PUBLIC & PRIVATE HOSPITALS OF THE RAIPUR CITY”