Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
This article was published in the Social Science & Medicine [© 2001 Elsevier Science Ltd.] and the definite version is available at: http://doi.org/10.1016/S0277-9536(00)00235-5 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S0277953600002355
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© 2001 Elsevier Science Ltd.
2016
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10361-54902016-07-16T08:06:51Z Service quality perceptions and patient satisfaction: a study of hospitals in a developing country Andaleeb, Syed Saad Health services Developing nations Patient perception Service quality Statistics This article was published in the Social Science & Medicine [© 2001 Elsevier Science Ltd.] and the definite version is available at: http://doi.org/10.1016/S0277-9536(00)00235-5 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S0277953600002355 Patients’ perceptions about health services seem to have been largely ignored by health care providers in developing countries. That such perceptions, especially about service quality, might shape confidence and subsequent behaviors with regard to choice and usage of the available health care facilities is reflected in the fact that many patients avoid the system or avail it only as a measure of last resort. Those who can afford it seek help in other countries, while preventive care or early detection simply falls by the wayside. Patients’ voice must begin to play a greater role in the design of health care service delivery processes in the developing countries. This study is, therefore, patient-centered and identifies the service quality factors that are important to patients; it also examines their links to patient satisfaction in the context of Bangladesh. A field survey was conducted. Evaluations were obtained from patients on several dimensions of perceived service quality including responsiveness, assurance, communication, discipline, and baksheesh. Using factor analysis and multiple regression, significant associations were found between the five dimensions and patient satisfaction. Implications and future research issues are discussed. Published 2016-06-22T11:46:49Z 2016-06-22T11:46:49Z 2001 Article Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359–1370. doi:doi.org/10.1016/S0277-9536(00)00235-5 http://hdl.handle.net/10361/5490 10.1016/S0277-9536(00)00235-5 en http://doi.org/10.1016/S0277-9536(00)00235-5 © 2001 Elsevier Science Ltd. |
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Brac University |
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Institutional Repository |
| language |
English |
| topic |
Health services Developing nations Patient perception Service quality Statistics |
| spellingShingle |
Health services Developing nations Patient perception Service quality Statistics Andaleeb, Syed Saad Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| description |
This article was published in the Social Science & Medicine [© 2001 Elsevier Science Ltd.] and the definite version is available at: http://doi.org/10.1016/S0277-9536(00)00235-5 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S0277953600002355 |
| format |
Article |
| author |
Andaleeb, Syed Saad |
| author_facet |
Andaleeb, Syed Saad |
| author_sort |
Andaleeb, Syed Saad |
| title |
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| title_short |
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| title_full |
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| title_fullStr |
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| title_full_unstemmed |
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| title_sort |
service quality perceptions and patient satisfaction: a study of hospitals in a developing country |
| publisher |
© 2001 Elsevier Science Ltd. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/5490 |
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AT andaleebsyedsaad servicequalityperceptionsandpatientsatisfactionastudyofhospitalsinadevelopingcountry |
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