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Article
Publication date: 16 March 2015

J Rama Krishna Naik, Byram Anand and Irfan Bashir

– The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India.

Abstract

Purpose

The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India.

Design/methodology/approach

The data of this study were collected through a systematic randomly distributed questionnaire. A pre-tested and contextually prepared structured questionnaire was used to gather 436 responses from selected tertiary care hospitals located in Hyderabad. Descriptive statistics, confirmatory factor analysis and Cronbach’s alpha are used to measure the internal consistency of the scale using the computer software SPSS 20.0.

Findings

The findings of this study highlight six distinct dimensions of patient satisfaction and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found.

Research limitations/implications

One limitation to this study was the inclusion of the selected tertiary care hospitals in Hyderabad city and responses are collected from inpatients who were admitted in the surgical departments of these hospitals.

Practical implications

This instrument would enable patients to provide feedback to hospitals regarding the quality of health care received by them. Hospitals could use this feedback to analyze their performance, satisfaction and benchmark their performance against competitive hospitals. This study has directs implications for health care service providers to provide quality of services to patients, to maintain high level of patient’s satisfaction and re-intentions.

Originality/value

Few studies identified and examined the factors that influence patient’s perceived satisfaction. This study adds value by investigating what factors influences patient satisfaction among selected tertiary care hospitals located in Hyderabad.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 4 April 2016

Rama Krishna Naik Jandavath and Anand Byram

The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected…

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Abstract

Purpose

The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India.

Design/methodology/approach

Based on Parasuraman et al.’s SERVQUAL variables, the study tried to identify the effects of each variable to patient satisfaction and behavioural intentions. Data were collected through systematic random sampling among 500 in-patients of corporate hospitals with minimum four days stay were considered for the in-patients’ sample. Structural equation modelling technique was used to investigate the effect of HCSQ dimensions on patient satisfaction and behavioural intention.

Findings

The findings suggest that in addition to “patient satisfaction”, the only HCSQ dimension that directly affects behavioural intention is “empathy”. In addition, “empathy” affects “responsiveness”, “assurance” and “tangibles” which, in turn, have only an indirect effect to behavioural intention through “patient satisfaction”.

Research limitations/implications

This research investigated the HCSQ dimensions effects on patient satisfaction and behavioural intention from the perspective of patients and corporate hospitals run by the private players. This paper contributes to the body of academic knowledge by shedding more light into the role of HCSQ dimensions, and especially “empathy”, in the intentions for corporate hospital patients.

Practical implications

An understanding of the direct and indirect effect of HCSQ dimensions on patient satisfaction and behavioural intentions is important to corporate hospital marketing managers because it offers them the opportunity to take certain actions for improving patients’ satisfaction and these actions increase their intention to revisit.

Originality/value

The paper manages to investigate the effects of HCSQ dimensions on patient satisfaction and behavioural intention, especially in the health-care marketing sector.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 10 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

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