scholarly journals Assessing Intrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals

2021 ◽  
pp. 28-41
Author(s):  
Jonathan Banahene ◽  
Baozhen Dai ◽  
Maxwell Opuni Antwi ◽  
Jonathan Kissi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strong Relationship ◽  
Healthcare Facility ◽  
Quality Factors ◽  
Validity And Reliability ◽  
Private Hospitals ◽  
South Central ◽  
Intrinsic Mechanism ◽  
Patient Retention

The achievement of patient retention by a healthcare facility can be established by the provision of quality service delivery. The main objective of this paper is to assess the intrinsic mechanism of service quality factors and it effect on patient retention in Ghanaian private hospitals. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals in the Ashanti region of Ghana. Due to population density of private hospitals, most of the respondents hailed from the Greater Accra, Ashanti, Western-South, Central and Eastern Regions from Ghana. The questionnaires used for the study were made up of 37 items that include 33 items on intrinsic mechanism of service quality; two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. SPSS statistical software and WarpPLS software were use to analysis the data. It was revealed that there is a strong relationship between the factors of service quality (Empathy, Safety, Improvement of care and Efficient) and patient retention. The mediators (trust and patient satisfaction) shown positive significant between factors service quality and patient retention. This study recommends that if private hospitals management pays much attention to the above factors of service quality, they are going to retain most of their patients. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

scholarly journals Examine the Extrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals, Using Trust and Patient Satisfaction as Mediator

2021 ◽  
pp. 255-270
Author(s):  
Jonathan Banahene ◽  
Baozhen Dai ◽  
Jonathan Kissi ◽  
Maxwell Opuni Antwi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Private Hospital ◽  
Collaborative Network ◽  
Quality Factors ◽  
Private Hospitals ◽  
Corporate Social ◽  
The Impact ◽  
Patient Retention

For any private hospital to retain most of their patients they should be able to provide their patients with quality service quality that will convince their patients that the hospital is not just about only the shareholders benefit only. The main aim of this research paper is to examine the impact of extrinsic mechanism of service quality by choosing one of the constructs of the original HEALTHQUAL model (tangible) and add two additional constructs that are corporate social responsibility and collaborative network will have on patient retention in private hospitals in Ghana. The study will also assess the mediating role of trust and patient satisfaction between the extrinsic mechanism of service quality factors and patient retention. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals Kumasi in the Ashanti region of Ghana. The questionnaires used for the study were made up of 26 items that include 13 items on extrinsic mechanism, three items were service quality, two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. WarpPLS software was use to analysis the data. The study revealed that there is a positive relation between the three of the extrinsic mechanism and service quality. The study also shows that there is significant association between service quality and patient retention. The mediation role of Trust and patient satisfaction also showed positive and statistically significant between the factors of service quality and patient retention. This study recommends that if private hospitals involve themselves in corporate social responsibilities and collaborative network activities they will win more patients to their hospital and even retain them. This study also suggest that in order to retain most of your patients at your private hospital, the hospital should be equipped with modernizes medical equipment and also the environment of the hospital should be very attractive. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS CIBITUNG KABUPATEN SUKABUMI

2019 ◽  
Vol 5 (2) ◽  
pp. 99
Author(s):  
Engkus Engkus
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Data Processing ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
Strong Relationship ◽  
Questionnaire Data ◽  
Validity And Reliability ◽  
Relationship Of

The main problem of Cibitung’s Community Health Center in Sukabumi Regency is the lack of service quality caused by human resources, facilities, and referrals that have not been optimal yet. The research aims to analyze the influence of service quality on patient satisfaction. The method of the research is the quantitative approach with associative method to analyze two variables, namely service quality and patient satisfaction. The results of the research indicate that the validity and reliability tests are valid and reliable with value of r table 0.195. The results of questionnaire data processing and the answers of respondents regarding service quality show the effective criteria 82.4%. The results of questionnaire data processing and the answers of respondents regarding patient satisfaction show the effective criteria 81.4%. The t test indicates that value of t > t table is obtained (11.955 > 1.988). It means that there is partially a significant influence of service quality on patient satisfaction, then Ho is rejected. The correlation analysis of R obtains 0.772, indicating that there is a strong relationship of service quality to patient satisfaction. The result of coefficient determination obtains R square score 0.596 or 59.6%, therefore the contribution percentage of service quality variable to patient satisfaction variable is 59.6%, included in the high effective criteria. The conclusion is that there is a strong influence of service quality on patient satisfaction in Cibitung’s Community Health Center of Sukabumi Regency.Keywords: Facilities, Patient Satisfaction, Service Quality.

scholarly journals PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

2008 ◽  
Vol 1 (1) ◽  
pp. 49
Author(s):  
Febry Adhiana
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Professionals ◽  
Public Hospitals ◽  
Human Beings ◽  
Private Hospitals ◽  
Public And Private ◽  
Revisit Intention ◽  
Public And Private Hospitals

<p>Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.<br />Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.<br />Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.<br />Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.</p>

scholarly journals An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

2014 ◽  
Vol 7 (1) ◽  
Author(s):  
Ehsan Zarei ◽  
Abbas Daneshkohan ◽  
Behrouz Pouragha ◽  
Sima Marzban ◽  
Mohammad Arab
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Private Hospitals ◽  
The Impact

scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP TINGKAT KEPUASAN MAHASISWA (STUDI KASUS DI UNIVERSITAS AZZAHRA JAKARTA)

2018 ◽  
Vol 13 (2) ◽  
pp. 187-209
Author(s):  
Asep Candra Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Customer Value ◽  
Strong Relationship ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
R Value ◽  
The Relationship ◽  
Positive Effect

This study aimed to analyze how much influence service quality, customer value on the level of customer satisfaction. The sampling method used is Proportionate Random Sampling. The sample in this study followed the formula Slovin, or as many as 100 students of  Azzahra University, Jakarta.Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.484+ 0021 0686 X1 + X2, where Y is the variable rate Student Satisfaction, X1 is a variable Quality of Service and Customer Value X2 is variable.Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect partially dependent variable Student Satisfaction.Quality of service partially positive effect on customer satisfaction shown by the r value of 0.663, which means a strong relationship between them. While the value of the coefficient of determination (R2) amounted to 0,439, which means that service quality may explain the variable of student satisfaction of 43.9%, while the remaining 56.1% is explained by other variables.Customer value partially positive effect on customer satisfaction shown by the r value of 0.832 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) amounted to 0,692, which means that service quality may explain the variable of student satisfaction at 69.2%, while the remaining 30.8% is explained by other variables.Then through the F test can be known simultaneously that both variables of service quality and customer value has a significant impact on customer satisfaction shown by the r value of 0.835 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.697, which means that service quality may explain the variable of student satisfaction at 69.7%, while the remaining 30.3% is explained by other variables.

scholarly journals Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

2020 ◽  
Vol 1 (5) ◽  
pp. 6-15
Author(s):  
Irma Susanti ◽  
Mappeaty Nyorong ◽  
Sudiro Sudiro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Quality Factors ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Patient Loyalty ◽  
The Relationship ◽  
Pls Method ◽  
Satisfaction Factors

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

scholarly journals PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST

2016 ◽  
Vol 7 (1) ◽  
pp. 01
Author(s):  
Aprillia Rio Fathia
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Medical Service ◽  
Service Industries ◽  
Service Encounters ◽  
Analysis Tool ◽  
Quality Factors ◽  
Patient Trust ◽  
Care Clinic

<span><em>This study aimed to examine the effect of Interpersonal Based Medical Service Encounters on </em><span><em>Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling </em><span><em>with purposive sampling technique in which 200 respondents experienced patients in the ARF </em><span><em>beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data </em><span><em>analysis used in this study is a structural equation model (SEM) with the AMOS program uses.</em><br /><span><em>From the results of this research is that the factors that can drive the satisfaction of clinic attendees </em><span><em>are factors of service quality and service medical encounters need to consider these three to be </em><span><em>able to drive satisfaction patient. Service quality factors, gave the need for greater attention to </em><span><em>the factors courtesy of the staff to the patients in which this can be done by providing training and </em><span><em>guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For </em><span><em>future studies it is advisable to increase the number of samples, variables used, and applied in</em><br /><span><em>other service industries</em><span>.<br /><strong><em>Keywords: </em><em>Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction,</em><br /><em>Patient Trust.</em></strong></span></span></span></span></span></span></span></span></span></span><br /></span></span></span>

scholarly journals Mediation Starring role of Student’s Satisfaction in Open Distance Learning in Sri Lanka

2019 ◽  
Vol 7 (10) ◽  
pp. 163-183
Author(s):  
M. J. Renuka Perera ◽  
Nalin Abeysekera
Keyword(s):  
Distance Learning ◽  
Service Quality ◽  
Undergraduate Students ◽  
Strong Relationship ◽  
Survey Method ◽  
Quality Factors ◽  
Education Environment ◽  
Challenging Situation ◽  
Website Content ◽  
Significant Factors

In the education environment Students’ Perceived Service Quality (SQ), Satisfaction (SAT) and students’ favourable or unfavourable behaviour can be considered as significant factors of students’ retention and accomplishment of registered programmes with in their stipulated time. The Open Distance Learning (ODL) is widely spread and established flexible pedagogy system with the fast-growing technological enhancement. Year by Year the student population has been drastically increased but completion rate has uncovered a very challenging situation. The service quality concepts which were limited only for customer-based criteria have originated various service quality significant factors and models in education field also. The purpose of this paper is to find out the significant service quality factors by using the modified SERVQUAL dimensions and the relationship between PSQ, SAT and Behavioural Intention (BI). For this study independent variables are Assurance, Empathy, Reliability, Responsiveness, and Website Content and dependent variables are Students’ PSQ, SAT and BI.  The population was undergraduate students who have registered for academic year 2013/2014. The valid sample consisted with 744 students. Data collection were done by using a self-administered questionnaire and survey method.  The significant relationships revealed; PSQ with Reliability, Responsiveness and Website Content. Further Students’ PSQ with SAT, PSQ with BI and SAT with BI. It is concluded that there is a strong relationship between PSQ and SAT in the ODL environment and a mediated relationship. The variance extracted from the PSQ and SAT were 26% and BI was 43%. It is recommended to select more SQ variables and should increase the sample size for more accuracy in future study as longitudinal. The implications will contribute theoretically and managerially to formulate practical guidelines and necessary strategies to improve the students’ favorable behaviour mediated by the Students’ SAT and PSQ.

Sign in / Sign up

Export Citation Format

Share Document