Hospital service quality and its effects on patient satisfaction and behavioural intention

Journal Article

Amin, Muslim . 2013

• نوع عمل المنشور: Research Paper
• رابط المنشور على الويب: http://www.emeraldinsight.com/toc/cgij/18/3
• رقم العدد: 3
• رقم الإصدار السنوي: 18
• الصفحات: 238-254

مستخلص المنشور

Abstract
Purpose – The purpose of this study is to investigate hospital service quality and its effect on patient
satisfaction and behavioural intention.
Design/methodology/approach – A convenience sampling technique was used in this study. A
total of 350 questionnaires were distributed and 216 were returned (61.7 per cent response rate).
Findings – The results confirm that the five dimensions – admission, medical service, overall
service, discharge and social responsibility – are a distinct construct for hospital service quality. Each
dimension has a significant relationship with hospital service quality. The findings of this study
indicate that the establishment of higher levels of hospital service quality will lead customers to have a
high level of satisfaction and behavioural intention.
Research limitations/implications – This research examined the concept of hospital service
quality, patient satisfaction and behavioural intention from the perspective of patients. However, this
study did not explore the perspective of service providers. This is a limitation in as much as it only
considers the patients’ view, which might be different from the providers’ view.
Practical implications – The results indicate that managers should use the perceived service
quality and customer satisfaction as mechanisms for exit strategy that will increase loyalty among the
present customers.
Originality/value – This study will enable hospitals to have a better understanding of the effects of
service quality, which will lead to patient satisfaction and behavioural intention in order to build
long-term relationships with their patients.
Keywords Hospital service quality, Patient satisfaction, Behavioural intention, Hospitals, Patients
Paper type Research paper