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...

Descripción completa

Detalles Bibliográficos
Autor principal: Alghamdi, Faris S.
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