Factors affecting patient satisfaction and healthcare quality

International Journal of Health Care Quality Assurance

Volumn 22, Issue 4, 2009, Pages 366-381

  Naidu, Aditi ^a  

^a ICFAI Business School   (India)

Author keywords

Customer satisfaction; Health services; Performance monitoring; Quality management

Indexed keywords

ACCREDITATION; ARTICLE; HEALTH CARE QUALITY; HUMAN; PATIENT SATISFACTION; PERCEPTION; PHYSICIAN ATTITUDE; STANDARD; STATISTICS; THEORETICAL MODEL; TOTAL QUALITY MANAGEMENT; UNITED STATES; STANDARDS; STATISTICS AND NUMERICAL DATA;

ACCREDITATION; HUMANS; MODELS, THEORETICAL; PATIENT SATISFACTION; PHYSICIAN'S ROLE; QUALITY OF HEALTH CARE; SOCIAL PERCEPTION; TOTAL QUALITY MANAGEMENT; UNITED STATES;

EID: 68349137561     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526860910964834     Document Type: Article

References (46)

1. Andaleeb, S. (1988), Determinants of customer satisfaction with hospitals: a managerial model, International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181-7.
2. Babakus, E. and Mangold, W.G. (1992), Adapting the SERVQUAL scale to hospital services: an empirical investigation, Health Sciences Research, Vol. 26 No. 2, pp. 767-86.
3. Bitner, M.J. (1990), Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, Vol. 54 No. 2, pp. 69-82.
4. Bitner, M.J. (1992), Servicescapes: the impact of physical surroundings on customers and employees, Journal of Marketing, Vol. 56 No. 2, pp. 57-71.
5. Bitner, M.J. and Hubbert, A.R. (1994), Encounter satisfaction versus overall satisfaction versus quality: the customer's voice, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
6. Boshoff, C. and Gray, B. (2004), The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry, South African Journal of Business Management, Vol. 35 No. 4, pp. 27-37.
7. Bowers, M.R., Swan, J.E. and Koehler, W.F. (1994), What attributes determine quality and satisfaction with health care delivery?, Health Care Management Review, Vol. 19 No. 4, pp. 49-55.
8. Butler, D., Oswald, S. and Turner, D. (1996), The effects of demographics on determinants of perceived health care service quality, Journal of Management in Medicine, Vol. 10 No. 5, pp. 8-20.
9. Buttle, F. (1996), SERVQUAL: review, critique and research agenda, European Journal of Marketing, Vol. 30 No. 1, pp. 8-32.
10. Conway, T. and Willcocks, S. (1997), The role of expectations in the perceptions of health care quality: developing a conceptual model, International Journal of Health Care Quality Assurance, Vol. 10 No. 3, pp. 131-40.
11. Devlin, S.J. and Dong, H.K. (1994), Service quality from customer's perspective, Marketing Research, Vol. 6 No. 1, pp. 5-13.
12. Dick, A.S. and Basu, K. (1994), Customer loyalty: towards an integrated framework, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
13. Ditto, P.H., Moore, K.A., Hilton, J.L. and Kalish, J.R. (1995), Beliefs about physicians: their role in health care utilization, satisfaction and compliance, Basic and Applied Social Psychology, Vol. 17 No. 1&2, pp. 23-48.
14. Donabedian, A. (1986), Criteria and standards for quality assessment and monitoring, Quality Research Bulletin, Vol. 12 No. 3, pp. 99-108.
15. Eiriz, V. and Figueiredo, J.A. (2005), Quality evaluation in health care services based customer-provider relationships, International Journal of Health Care, Vol. 18 No. 6, pp. 404-12.
16. Entwistle, V. and Quick, O. (2006), Trust in the context of patient safety problems, Journal of Health Organization and Management, Vol. 20 No. 5, pp. 397-416.
17. Fowdar, R. (2005), Identifying health care attributes, Journal of Health and Human Services Administration, Vol. 27 No. 4, pp. 428-43.
18. Gilbert, F.W., Lumpkin, J.R. and Dant, R.P. (1992), Adaptation and customer expectations of health care options, Journal of Health Care Management, Vol. 12 No. 3, pp. 46-55.
19. Goodman, D., Fisher, E., Stukel, T. and Chang, C. (1997), The distance to community medical care and the likelihood of hospitalization: is closer always better?, American Journal of Public Health, Vol. 97 No. 7, pp. 1144-50.
20. Hall, M.A. (2005), The importance of trust for ethics, law and public policy, Cambridge Quarterly of Healthcare Ethics, Vol. 14 No. 2, pp. 156-67.
21. Heskett, J., Sasser, W. and Schlesinger, L. (1997), Comprehensively Relating Links in the Chain: The Service-profit Chain, The Free Press, New York, NY.
22. Ho, F.N., O'Donnell, K.A. and Chen, Y.J. (1998), Switching HMO providers, Marketing Health Services, Vol. 18 No. 1, pp. 23-7.
23. Linder-Pelz, S. (1982), Toward a theory of patient satisfaction, Social Science and Medicine, Vol. 16 No. 5, pp. 577-82.
24. Lovdal, L. and Peerson, R. (1989), Wanted-doctors who care, Journal of Health Care Marketing, Vol. 9 No. 1, pp. 37-41.
25. Loveman, G.W. (1998), Employee satisfaction, customer loyalty and financial performance: an empirical examination of the service profit chain in retail banking, Journal of Service Research, Vol. 1 No. 1, pp. 18-31.
26. Mummalaneni, V. and Gopalakrishna, P. (1995), Mediators vs moderators of patient satisfaction, Journal of Heath Care Marketing, Vol. 15 No. 4, pp. 17-22.
27. Nelson, E.C., Rust, R.T., Zahorik, A., Rose, R.L., Batalden, P. and Siemanski, B.A. (1992), Do patient perceptions of quality relate to hospital financial performance?, Journal of Health Care Marketing, Vol. 12 No. 4, pp. 6-13.
28. Nelson, P. (1974), Advertising as information, Journal of Political Economy, Vol. 82, July/August, pp. 729-54.
29. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
30. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
31. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
32. Pitta, D.A. and Laric, M. (2004), Value chains in health care, Journal of Consumer Marketing, Vol. 21 No. 7, pp. 451-64.
33. Ross, C.E., Mirowsky, J. and Duff, R.S. (1982), Physician status characteristics and client satisfaction in two types of medical practice, Journal of Health and Social Behavior, Vol. 23 No. 4, pp. 317-29.
34. Silvestro, R. (2005), Applying gap analysis in the health service to inform the service improvement agenda, International Journal of Quality & Reliability Management, Vol. 22 No. 3, pp. 215-33.
35. Sohail, S. (2003), Service quality in hospitals: more favourable than you might think, Managing Service Quality, Vol. 13 No. 3, pp. 197-206.
36. Strasser, S., Schweikhart, S., Welch, G.E. and Burge, J.C. (1995), Satisfaction with medical care, Journal of Health Care Marketing, Vol. 15 No. 3, pp. 34-43.
37. Swan, J.E., Richardson, L.D. and Hutton, J.D. (2003), Do appealing hospital rooms increase patient evaluations of physicians, nurses, and hospital services?, Health Care Management Review, Vol. 28 No. 3, pp. 254-64.
38. Taylor, S.A. and Cronin, J.J. (1994), Modeling patient satisfaction and service quality, Journal of Health Care Marketing, Vol. 14 No. 1, pp. 34-44.
39. Tucker, J. (2002), The moderators of patient satisfaction, Journal of Management in Medicine, Vol. 16 No. 1, pp. 48-66.
40. Tucker, J. III and Adams, S.R. (2001), Incorporating patients' assessments of satisfaction and quality: an integrative model of patients' evaluations of their care, Managing Service Quality, Vol. 11 No. 4, pp. 272-86.
41. Turner, P. and Pol, L. (1995), Beyond patient satisfaction, Journal of Health Care Marketing, Vol. 15 No. 3, pp. 45-53.
42. Ware, J.E. and Stewart, A. (1992), Measures for a new era of health assessment, in Durham, N.C. and Stewart, A.L. (Eds), Measuring Functioning and Well-Being, Duke University Press, Durham, NC.
43. Ware, J.E., Davies-Avery, A. and Stewart, A.L. (1978), The measurement and meaning of patient satisfaction, Health and Medical Care Services Review, Vol. 1 No. 1, pp. 1-15.
44. Woodside, A.G., Frey, L.L. and Daly, R.T. (1989), Linking service quality, customer satisfaction and behavior intention, Journal of Health Care Marketing, Vol. 9 No. 4, pp. 5-17.
45. Zeithaml, V. (1981), How consumer evaluation processes differ between goods and services, in Lovelock, C.H. (Ed.), Services Marketing, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
46. Zeithaml, V.A. and Bitner, M.J. (2000), Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill, New York, NY.