Cargando…
The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia
OBJECTIVES: To examine the impact of service quality perception on patient satisfaction and determine which dimension from 5 dimensions (tangible, reliability, responsive, assurance, and empathy) has the greatest impact on patient satisfaction. METHODS: A total of 183 eligible patients participated...
Autor principal: | |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Saudi Medical Journal
2014
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4362118/ https://www.ncbi.nlm.nih.gov/pubmed/25316476 |
_version_ | 1782361759588286464 |
---|---|
author | Alghamdi, Faris S. |
author_facet | Alghamdi, Faris S. |
author_sort | Alghamdi, Faris S. |
collection | PubMed |
description | OBJECTIVES: To examine the impact of service quality perception on patient satisfaction and determine which dimension from 5 dimensions (tangible, reliability, responsive, assurance, and empathy) has the greatest impact on patient satisfaction. METHODS: A total of 183 eligible patients participated in this study. This study was conducted in Al-Baha province, Saudi Arabia from June 2013 to August 2013. We utilized the cross-sectional method, using a modified Assessment of Service Quality questionnaire to collect the data. RESULTS: To test the study hypothesis, multiple regression analysis was carried out. Analysis of variance revealed that the overall result showed a statistically significant impact of health service quality on patient satisfaction (p=0.000). The beta-weights (beta) suggested that the empathy dimension had the greatest influence on patient satisfaction (ß=0.476), followed by tangible (ß=0.198) and responsiveness dimensions (ß=0.164). CONCLUSION: Patient satisfaction was influenced by health service quality, with the empathy dimension as the greatest influence on patient satisfaction. Therefore, it should be considered a priority by government hospitals to train doctors in interpersonal relationship skills to enhance the doctor-patient relationship. |
format | Online Article Text |
id | pubmed-4362118 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2014 |
publisher | Saudi Medical Journal |
record_format | MEDLINE/PubMed |
spelling | pubmed-43621182015-03-19 The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia Alghamdi, Faris S. Saudi Med J Article OBJECTIVES: To examine the impact of service quality perception on patient satisfaction and determine which dimension from 5 dimensions (tangible, reliability, responsive, assurance, and empathy) has the greatest impact on patient satisfaction. METHODS: A total of 183 eligible patients participated in this study. This study was conducted in Al-Baha province, Saudi Arabia from June 2013 to August 2013. We utilized the cross-sectional method, using a modified Assessment of Service Quality questionnaire to collect the data. RESULTS: To test the study hypothesis, multiple regression analysis was carried out. Analysis of variance revealed that the overall result showed a statistically significant impact of health service quality on patient satisfaction (p=0.000). The beta-weights (beta) suggested that the empathy dimension had the greatest influence on patient satisfaction (ß=0.476), followed by tangible (ß=0.198) and responsiveness dimensions (ß=0.164). CONCLUSION: Patient satisfaction was influenced by health service quality, with the empathy dimension as the greatest influence on patient satisfaction. Therefore, it should be considered a priority by government hospitals to train doctors in interpersonal relationship skills to enhance the doctor-patient relationship. Saudi Medical Journal 2014 /pmc/articles/PMC4362118/ /pubmed/25316476 Text en Copyright: © Saudi Medical Journal http://creativecommons.org/licenses/by-nc-sa/3.0 This is an open-access article distributed under the terms of the Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. |
spellingShingle | Article Alghamdi, Faris S. The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title | The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title_full | The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title_fullStr | The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title_full_unstemmed | The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title_short | The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia |
title_sort | impact of service quality perception on patient satisfaction in government hospitals in southern saudi arabia |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4362118/ https://www.ncbi.nlm.nih.gov/pubmed/25316476 |
work_keys_str_mv | AT alghamdifariss theimpactofservicequalityperceptiononpatientsatisfactioningovernmenthospitalsinsouthernsaudiarabia AT alghamdifariss impactofservicequalityperceptiononpatientsatisfactioningovernmenthospitalsinsouthernsaudiarabia |