Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
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DOI：
10.1016/s0277-9536(00)00235-5
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发表时间：
2001-05-01
影响因子：
5.4
通讯作者：
Andaleeb, SS
中科院分区：
文献类型：
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作者：
Andaleeb, SS
发展中国家的医疗保健提供者似乎很大程度上忽视了患者对医疗服务的看法。这种看法，尤其是关于服务质量的看法，可能会影响人们对现有医疗保健设施的选择和使用的信心和随后的行为，这一事实反映在许多患者避开该系统或仅将其作为最后手段的情况下。那些有能力承担费用的人会到其他国家寻求帮助，而预防性护理或早期发现则只能半途而废。在发展中国家的医疗保健服务提供流程的设计中，患者的声音必须开始发挥更大的作用。因此，本研究以患者为中心，确定对患者重要的服务质量因素；它还研究了孟加拉国背景下它们与患者满意度的联系。进行了实地调查。患者对服务质量感知的多个维度进行了评估，包括响应能力、保证、沟通、纪律和 baksheesh。通过因子分析和多元回归，发现五个维度与患者满意度之间存在显着关联。讨论了影响和未来的研究问题。 (C) 2001 Elsevier Science Ltd. 保留所有权利。
Patients' perceptions about health services seem to have been largely ignored by health care providers in developing countries. That such perceptions, especially about service quality, might shape confidence and subsequent behaviors with regard to choice and usage of the available health care facilities is reflected in the fact that many patients avoid the system or avail it only as a measure of last resort. Those who can afford it seek help in other countries, while preventive care or early detection simply falls by the wayside. Patients' voice must begin to play a greater role in the design of health care service delivery processes in the developing countries. This study is, therefore, patient-centered and identifies the service quality factors that are important to patients; it also examines their links to patient satisfaction in the context of Bangladesh. A field survey was conducted. Evaluations were obtained from patients on several dimensions of perceived service quality including responsiveness, assurance, communication, discipline, and baksheesh. Using factor analysis and multiple regression, significant associations were found between the five dimensions and patient satisfaction. Implications and future research issues are discussed. (C) 2001 Elsevier Science Ltd. All rights reserved.