The role of hospital service quality in developing the satisfaction of the patients and hospital performance
| Autor: | Jeen-Su Lim, Kee-Sook Lim, John H. Heinrichs, Khulud Al-Aali, Alamzeb Aamir, Muhammad Imran Qureshi |
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| Jazyk: | angličtina |
| Rok vydání: | 2018 |
| Předmět: | |
| Zdroj: | Management Science Letters, Vol 8, Iss 12, Pp 1353-1362 (2018) |
| Druh dokumentu: | article |
| ISSN: | 1923-9335 1923-9343 |
| DOI: | 10.5267/j.msl.2018.9.004 |
| Popis: | This paper aimed to examine a conceptual model for the relationships between hospital service quality, patient satisfaction, hospital utilization, and hospital financial performance. A total of 176 hospitals was selected from California State for this study. The standardized performance measures were used together with precisely defined specifications and standardized data collection protocols. First, an exploratory factor analysis with Varimax rotation was performed. The measurement prop-erties were then assessed in a confirmatory factor analysis (CFA). The analysis results show that quality had a significant effect on satisfaction, which, in turn, affected the financial performance. The results provide support for the previous findings indicated that service quality was positively associated with patient satisfaction and that satisfaction and utilization had a significant positive effect on financial performance. The analysis results provide support for the previous findings that hospital service quality is positively related to patient satisfaction. The findings also show that patient satisfaction and hospital utilization have a significant positive effect on hospital financial performance. |
| Databáze: | Directory of Open Access Journals |
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