Service Quality Rumah Sakit dan Efeknya terhadap Patient Satisfaction, Perceived Value, Trust, dan Behavioral Intention

PurposeThe purpose of this research is to examine the impact of perceived service quality (PSQ) on the behavioural intention (BI) of patients in Indian government hospitals. The underlying mechanism of trust and patient satisfaction (SAT) is examined as multiple mediating effect.Design/methodology/approachData from 510 respondents were collected using structured questionnaires. Six government hospitals, namely, S.M.S. Hospital, J.L.N. Hospital, New Medical College Hospital, Maharana Bhupal Medical Hospital, Mathuradas Hospital and P.B.N. Hospital, were selected from the cities of Jaipur, Ajmer, Kota, Udaipur, Jodhpur and Bikaner, respectively. The data were collected from adult patients (>18 years old) who spent at least two nights in a government hospital between 1 October, 2020 and 30 December, 2020. PSQ formed as a reflective-formative model was analysed using the repeated indicator approach. Structural equation modelling (SEM) using SMART-PLS software was used to test the hypothesised model(s) derived deductively from literature.FindingsThe findings support the following conclusions: (1) the positive relationship between PSQ and BI is significant; (2) SAT mediates the PSQ and BI relationship; (3) trust mediates the PSQ and BI relationship; (4) the mediation effect of SAT is stronger than that of trust.Practical implicationsThe results indicate that, in order to enhance the positive BI of patients towards government hospitals, it is necessary for the hospitals to work on strategies to enhance the service quality provided to patients. The outcome of this study will enable state government hospitals to get a better understanding of the different dimensions of service quality and will help in observing the factors that contribute to patients' satisfaction and trust in building long-term relationships by encouraging a positive BI.Originality/valueThere is a dearth of research in India that evaluates the relationships between the constructs PSQ, trust, BI and SAT in the context of healthcare service. This empirical study is an attempt to fill this gap by focussing on the government hospitals in India.

Service quality is an essential aspect in realizing patient satisfaction and behavioral intention in the health service industry. The behavioral intention has been identified as an essential construct in measuring organizational success and affects patient visits. This study aims to determine service quality and patient satisfaction on behavioral intention in the Husada Utama Hospital. This study was quantitative causal research to determine the effect of two or more variables. Primary data collected with a questionnaire include the perceived service quality scale, patient satisfaction scale, and behavioral intention scale. This study's sample was 150 respondents; consist of inpatients room for class 1, 2, and 3 that met inclusion criteria. The sampling method for this study was purposive sampling. Data analyzed using SEM AMOS to analyze measurement model, structural model, and hypothesis test. This study found that: service quality has a significant positive effect on patient satisfaction, service quality has a significant positive effect on behavioral intention, and there was no positive effect of patient satisfaction on behavioral intention. Service quality has a positive effect on behavioral intention, so patients' increasing behavioral intention can be done by improving the service quality. Further research needs to be conducted to analyze the effect of service quality on the behavioral intention with patient's satisfaction as a mediator; further research also needs to develop a patient's behavioral intention enhancement program.

PurposeThe purpose of this paper is to examine foreign participants’ service quality, satisfaction and behavioral intention during the 2016 Shanghai International Marathon, and to gain a better understanding of the impact of service quality on their satisfaction and behavioral intention.Design/methodology/approachAn English questionnaire was originally designed on the basis of the literature review of service quality, overall satisfaction and re-participation intention to assess the purpose of the study. Data were collected from 308 foreign runners including 61.7 percent (n=190) of male and 38.3 percent (n=118) of the female. Structural equation modeling was employed to check the proposed model and to test the impact of service quality on foreign participants’ overall satisfaction and behavioral intention.FindingsA positive correlation was captured between the following: service quality and overall satisfaction (r=0.752, p<0.01), overall satisfaction and behavioral intention (r=0.876, p<0.01), and between service quality and participants’ behavioral intention (r=0.760, p<0.01). Furthermore, the service quality of Shanghai International Marathon had an indirect effect on foreign participants’ behavioral intention. The structural model fits the data well (R2=0.823).Research limitations/implicationsFirst, the sample size was small and was just drawn from one event, which can be taken with caution in the context of the generalization of findings. Second, the results are specific to 2016 Shanghai International Marathon participants and cannot be generalized with other events in China or around the world.Practical implicationsThe results are practical for the marathon event organizers to better understand foreign participants’ needs and improve their services. This study has a significant importance to the sports events organizers, especially the organizers of the Shanghai International Marathon in terms of a better understanding the level of their service. This study will also help the event organizers to adapt their strategies and their efforts to increase Shanghai International Marathon foreign participants’ satisfaction and intention to repurchase or to share with others.Social implicationsThis study contributes to the foreign participant’s satisfaction literature. In fact, many studies were carried on event spectators’ satisfaction while rare studies were carried on event participants’ satisfaction, especially marathon foreign participants’ satisfaction, and this study will supplement studies related to sport events participation. This will be convenient for sports managers and scholars to better understand the impact of service quality on participants’ satisfaction and behavioral intention in the field of sports events management. Meanwhile, the results were extremely useful to Shanghai during the process of constructing a “world-famous sports city” and “modern international metropolis”.Originality/valueLittle literature focus on foreign participants of Shanghai International Marathon, which is important in the process of shaping city image and building world-famous city. Are foreign participants satisfied with the Shanghai International Marathon? Which aspect of the service quality is of greater value for them? What are the influencing factors of their behavioral intention and word-of-mouth communication? What are the specific impact paths among the service quality, overall satisfaction and behavioral intention variables? To examine the objectives, the study was designed to target foreign participants’ service quality, satisfaction and behavioral intention. Besides, structural equation model was applied in this study to explore the path relationship between service quality, satisfaction and behavioral intention specifically.

This study attempts to (a) identify the main quality indicators that affect "service quality" and (b) examine the effect of "patient satisfaction" on patient "revisiting intentions." The sample includes patients of 2 hospitals, 1 urban and 1 provincial. The comparative analysis of 2 emergency departments (EDs) with different characteristics aims at understanding their diverse problems and their specific needs from a patient point of view. Empirical data were collected in the fall of 2015. Three hundred questionnaires were distributed in person. A total of 169 valid questionnaires, 80 from hospital A and 89 from hospital B, were returned, with a response rate of 56.3%. The Structural Equation Modeling technique revealed that overall satisfaction is strongly influenced by "perceived service quality" (β = .79), while it positively affects patient "behavioral intentions" (β = .39). Also, "perceived waiting time" proved to have a more intense impact on "perceived service quality" (β = -.59), rather than on "perceived technical and functional quality" (β = .18). Moreover, it was determined that patients visiting the urban ED pay more attention in waiting times, while patients visiting the provincial ED care about receiving both quality and timely health care services. Overall, the study provides insight about the main factors affecting "perceived service quality" and "overall satisfaction." These factors fall into 2 distinct categories: "perceived technical and functional quality" and "perceived waiting time." The study concludes that "overall satisfaction" acts as a mediator between "perceived service quality" and patient "behavioral intentions," while "perceived waiting time" is the most significant indicator of service quality and the most crucial predictor of ED patient satisfaction. Moreover, it offers empirical evidence concerning the differences in the way patients rate the services offered by a hospital, based on the hospital size and the region it is located (urban or provincial).

This study aims to gather empirical data on how health facility in Indonesia, specifically in the city of Gresik, influence patient perceptions of hospital patient satisfaction and service quality. Research Methodology - The hypothesis of this research is that health facility play a mediating role in service quality and patient perceptions of patient satisfaction in public hospitals in Indonesia, particularly in the city of Gresik. A quantitative approach is used, employing Google Forms to conduct an online survey shared on social media. Responses are measured on a Likert scale of 1 to 5. Purposive sampling was used to select 99 participants, mostly from the city of Gresik, to complete the online survey, which was distributed to outpatient and inpatient hospital facility throughout Indonesia. The sampling strategy employed in this study was the Slovin's formula. SmartPLS software version 3.0 is used for Structural Equation Modeling of Partial Least Squares (SEM-PLS) statistical data analysis. Findings - The study found that patient satisfaction in Indonesian hospitals, particularly in the city of Gresik, is significantly influenced by evaluations of health facility and the quality of care they provide. Health facility are greatly impacted by patient perception and the quality of their services. The likelihood of influencing hospital patient satisfaction levels through suitable healthcare facility increases with service quality and patient perception. By providing proper healthcare facility, service quality, and favorable patient impressions, patient happiness can be enhanced. Implications and Recommendations - This research can contribute to the development of theories regarding the variables that influence patient satisfaction in the healthcare industry. By highlighting the role of health facility in shaping service quality and perceptions of hospital patient satisfaction, the findings of this study can add to the body of knowledge in health service management. The results of this study may also contribute to the development of a comprehensive conceptual model that explains how healthcare facility influence patient satisfaction levels and perceptions of service quality in hospitals. Hospitals can benefit greatly from the conclusions of this research by improving the quality of their facility and services. The focus on patient perceptions in this study emphasizes the importance of teaching medical staff appropriate patient interaction techniques. The study's findings can assist hospitals in developing more effective marketing plans. Furthermore, the results of this study can serve as a basis for the creation of more informed health policies by the government and relevant organizations

As the health care sector in India gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality before building up their satisfaction levels and generating behavioural intentions. Hospitals today are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. Customer based determinants and perceptions of service quality, therefore, play an important role when choosing a hospital. In this paper, we examine and measure the quality of services and its outcomes (patient’s satisfaction and behavioural intentions) provided by hospitals. In this regard, a review of literature on measuring service quality, patient satisfaction and behavioural intentions in health care scenario has been considered to investigate the direct influence of service quality on behavioural intentions and the mediating role of customer satisfaction on influencing behavioural intentions. The study focuses only on health care services offered by hospitals. Till today, few studies in the developing nations were conducted to understand the types of relationship that exists between three key constructs—service quality, patient satisfaction and behavioural intentions. Majority of the studies have been done in the developed country context, which cannot be generalized in the Indian context. It has been contended that constructs of service quality that are developed in one culture might not be applicable in another culture. This study analyses the suitability of service quality to improve customer satisfaction and in the process positively impacting behavioural intentions in the health care setting.

Objective: Healthcare branding is a recent concept, and its theoretical modeling is still somewhat inadequate. This paper examines how perceived service quality affects healthcare brand performance, brand image, and behavioral intention. Methods: The present study uses survey responses from 678 patients who have taken treatment in multi-specialty medical institutes. Standard scales were used from the literature to measure the variables used. The conceptual model was validated using structural equation modeling using AMOS. SPSS was used to determine the validity and reliability of the questionnaire. Results: The theoretical model has a relatively high and significant coefficient path for each of the hypotheses. The R2 value for satisfaction was 0.70 or 70 percent. The R2 value for the trust was 0.78. For Brand performance, Brand image and behavioral intentions were 81, 82.5, and 74%, respectively. Overall, the scores suggest an acceptable level of measure score and predictive ability of the relevant constructs. The results disclose the dimensions of service quality in the circumstances of healthcare. The patients place relatively more importance on healthcare service quality than any other attributes of healthcare institutions. Service quality has a high beta value of 0.98 and p p-value of 0.000. Conclusion: The study makes an innovative theoretical contribution by establishing a relationship between experience-centric healthcare brand performance and brand image. Patient satisfaction and trust were demonstrated to mediate the relationship between perceived service quality, brand performance, brand image, and behavioral intention in a healthcare context. The study established the novel finding that trust and satisfaction play a significant role in service quality, brand performance, and brand image of healthcare institutions. This study also shows that brand performance has a positive and significant direct effect on brand performance. This shows the dependency of brand image on brand performance in the healthcare institution context.

Objective- –This paper aims to examine the importance of brand image, and its impact on hospital service quality as perceived by the medical tourists. Moreover, this paper also evaluates the interrelationships among perceived service quality, patient satisfaction, and behavioural intention. Methodology/Technique – Based on quota sampling method, a questionnaire survey was used to collect data from 400 medical tourists to test the hypothesized relationships in this study. This paper contributes to the understanding about the importance of food allergy awareness among public. Findings – The findings from this study indicate that brand image has a significant positive influence on perceived service quality; and brand image is significantly and positively related to medical tourists' behavioural intention (i.e., their revisit intention). The findings also show that level of satisfaction partially mediates the relationship between service quality and behavioural intention among medical tourists. Novelty – This study is one of the very few empirical studies that examine the importance of brand image in the context of medical tourism. Moreover, this study is also one of the few studies that addressed patient satisfaction as a mediator in the healthcare context. Type of Paper Empirical Keywords: Brand Image, Service Quality, Patient Satisfaction, Behavioral Intention, Medical Tourism

BackgroundInteraction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study.MethodsWe adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses.ResultsPerception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction.ConclusionsAccording to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly affects patient satisfaction, which represents a direct effect; and (B) service quality and patient trust are used as intervening variables to affect patient satisfaction, which represents an indirect effect. Due to differences in the scale, resources and costs among medical institutions of different levels, it is a most urgent and concerning issue of how to control customers’ demands and preferences and adopt correct marketing concepts under the circumstances of intense competition in order to satisfy the public and build up a competitive edge for medical institutions.

This study aims to determine the effect of service quality on trust, consumer satisfaction and behavioral intentions in the patient population of PKU Muhammadiyah Gombong Hospital. The population is patients at the PKU Muhammadiyah Gombong Hospital with a sample of 100 inpatients. Questionnaires are distributed by distributing questionnaires directly to patients. SmartPLS software version 3 was used to model the relationships between the variables studied. The research results confirm the existence of a relationship between trust and behavioral intentions, consumer satisfaction and behavioral intentions, service quality and trust, service quality and consumer satisfaction. The research results show that there is a significant mediating effect of consumer trust and satisfaction on the relationship between service quality and behavioral intentions. Based on the model presented in this research, we can conclude that service quality has a major impact on trust, patient satisfaction and behavioral intentions

This research aims to analyze the arrangement of governance, the management of human resources (HR) systems, and the improvement of public service quality on patient satisfaction and patient trust at the BP AL Driyorejo Clinic. This study employs a quantitative approach using a survey method involving 100 patient respondents. Data were collected through questionnaires measuring variables of governance arrangement, HR system management, public service quality improvement, patient satisfaction, and patient trust, which were then analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results of the study indicate that governance arrangement has a positive but non-significant effect on both patient satisfaction and patient trust. The HR management system has a positive and significant impact on patient satisfaction, while its effect on patient trust is non-significant. Furthermore, the improvement of public service quality shows a positive but non-significant influence on both patient satisfaction and trust. Patient satisfaction was found to have a positive and significant impact on patient trust. These findings emphasize that the higher the level of patient satisfaction with the services received, the greater the patient's trust in the healthcare institution. This research is expected to provide insights for the clinic to enhance its human resource systems and overall service quality.

Background: In the healthcare domain, patients’ trust in the hospital plays an instrumental role in determining the behavioral intention of the patient. This article attempts to investigate the impact of service quality perception on behavioral intention with the mediating effect of trust in the hospital and patient satisfaction. Methods: This research was carried out in multispecialty hospitals located in Bangalore Urban and Mysore districts of Karnataka during August 2021. This was a questionnaire-based study and the sample size was 242. Statistical Package for the Social Science (SPSS) 27.0 and SmartPLS 3.0 software was used to analyze the data. Results: The findings revealed that perceived service quality significantly influences trust through patient satisfaction (observed partial mediation) and patient satisfaction significantly impacts behavioral intention through trust (observed partial mediation). Conclusion: This study empowers hospital managers to understand the factors influencing behavioral intention. Healthcare professionals must ensure that good quality service is delivered to enhance patient satisfaction and trust in adverse services, which influence behavioral intention among the patients.

In the healthcare domain, patients' trust in the hospital plays an instrumental role in determining the behavioral intention of the patient. This article attempts to investigate the impact of service quality perception on behavioral intention with the mediating effect of trust in the hospital and patient satisfaction. This research was carried out in multispecialty hospitals located in Bangalore Urban and Mysore districts of Karnataka during August 2021. This was a questionnaire-based study and the sample size was 242. Statistical Package for the Social Science (SPSS) 27.0 and SmartPLS 3.0 software was used to analyze the data. The findings revealed that perceived service quality significantly influences trust through patient satisfaction (observed partial mediation) and patient satisfaction significantly impacts behavioral intention through trust (observed partial mediation). This study empowers hospital managers to understand the factors influencing behavioral intention. Healthcare professionals must ensure that good quality service is delivered to enhance patient satisfaction and trust in adverse services, which influence behavioral intention among the patients.

To evaluate the relative importance of functional quality (how services were provided) and technical quality (what was received for those services) on patient perceptions of pharmaceutical service quality. A scenario-based experimental design was chosen to manipulate functional (FQ) and technical quality (TQ). Subjects were asked to read one of four scenarios describing a pharmacy service experience and imagine that he or she were in the situation described. High and low TQ were manipulated by describing the presence or absence of a prescription medication dispensing error made by the pharmacist in the scenario. Each subject completed a survey about their evaluations of the service provided in the scenario. An ANOVA using a 2 x 2 completely randomized factorial design was conducted to compare the effects of TQ, FQ, and their interaction on perceptions of service quality and behavioral intention. Effect sizes were measured with the calculation of omega-square. FQ had the greatest impact on patient perceptions of service quality and behavioral intentions. FQ explained 44% of the variance in service quality and 39% in intention to return. TQ and the interaction accounted for a significant but much lesser effect. The interaction showed that the effect of FQ was greatest under conditions of high TQ. There were no significant associations between any demographic characteristics and responses to service quality. The results suggest that FQ has the greatest impact on consumer perceptions of pharmaceutical service quality even under conditions of an obvious example of low TQ which respondents perceive as serious and possibly harmful. This study underscores the limitations of relying on patient perceptions in evaluating pharmaceutical services. Although patient evaluations are important, they can be inadequate for assessing the professional quality of services.

As health care services get more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive quality before building up their satisfaction levels and generating behavioural intentions. Hospitals today are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. Customer based determinants and perceptions of service quality therefore play an important role when choosing a hospital. In this article we examine and measure the quality of services and its outcomes (patient’s satisfaction and behavioural intentions) provided by private hospitals in Bhopal city of central India. The study resulted in the development of a comprehensive scale for measuring service quality, patient satisfaction and behavioural intentions in the health care scenario. Multiple regression analysis was used to examine the proposed relationships. The results establish the direct influence of service quality on behavioural intentions, and the mediating role of customer satisfaction on influencing behavioural intentions. Service quality and patient satisfaction are found to be strong drivers of behavioural intentions in the context of health care services in India. This study analyzes the suitability of service quality to improve customer satisfaction and in the process positively impacts behavioural intentions in the health care setting.