Healthcare service quality, satisfaction and loyalty in university hospitals: the moderating effects of age and visit frequency
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View abstract on PubMed
Summary
This summary is machine-generated.Patient satisfaction and loyalty in Thai public hospitals are positively influenced by service quality dimensions. Visit frequency significantly moderates these effects, highlighting differing patient preferences.
Area Of Science
- Healthcare Management
- Service Quality Research
- Patient Experience Studies
Background
- Public university hospitals in Thailand face challenges in meeting patient expectations.
- Understanding the drivers of patient satisfaction and loyalty is crucial for healthcare providers.
- The SERVQUAL model is a widely used framework for assessing service quality.
Purpose Of The Study
- To investigate the relationship between the five SERVQUAL dimensions and patient satisfaction and loyalty.
- To examine the moderating roles of patient age and visit frequency on these relationships.
- To identify key factors influencing patient perceptions of service quality in Thai public hospitals.
Main Methods
- A quantitative survey approach was employed.
- Data were collected from 390 patients across three major public university hospitals in Thailand.
- Structural equation modeling was utilized for data analysis.
Main Results
- All five service quality dimensions (tangibles, reliability, responsiveness, assurance, empathy) positively impacted patient satisfaction.
- Patient satisfaction was found to mediate the relationship between service quality and patient loyalty.
- The influence of service quality dimensions on satisfaction and loyalty varied based on patient age and visit frequency.
Conclusions
- Visit frequency emerged as a significant moderator, differentiating service quality preferences between frequent and infrequent visitors.
- Understanding these differences is key to enhancing patient satisfaction and loyalty.
- The findings offer valuable insights for improving service quality in public healthcare settings.
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