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Exploring perceptions of hospital operations by a modified SERVQUAL approach
R E Reidenbach1, B Sandifer-Smallwood
1University of Southern Mississippi.
Journal of Health Care Marketing
|November 5, 1990
Summary
Patient confidence significantly impacts satisfaction across inpatient, outpatient, and emergency services. This key finding highlights the importance of building trust for overall hospital service quality and patient recommendations.
Area of Science:
- Healthcare Management
- Patient Experience Research
- Service Quality Assessment
Background:
- Understanding patient perceptions is crucial for improving healthcare delivery.
- Existing models often lack a comprehensive view of diverse service settings (inpatient, outpatient, emergency).
Purpose of the Study:
- To analyze the relationships between patient perceptions of different hospital services and overall satisfaction.
- To identify key factors influencing patient satisfaction and willingness to recommend.
Main Methods:
- A modified SERVQUAL approach was utilized.
- Three distinct models were developed to represent patient perceptions and behavioral outcomes.
Main Results:
- Patient perceptions of inpatient, outpatient, and emergency room services were examined.
- A significant dimension labeled "patient confidence" was identified as a dominant factor.
- Patient confidence strongly influenced overall satisfaction and willingness to recommend.
Conclusions:
- Patient confidence is a critical driver of satisfaction across various healthcare service settings.
- Healthcare providers should prioritize building patient confidence to enhance overall service quality.
- The findings offer insights for improving patient retention and hospital reputation.