Does Perceived Service Quality Affect Patient Satisfaction?

Does Perceived Service Quality Affect Patient Satisfaction?

Afsana Akhtar (Brac University, Dhaka, Bangladesh), SSM Sadrul Huda (East West University, Dhaka, Bangladesh) and Segufta Dilshad (North South University, Dhaka, Bangladesh)
DOI: 10.4018/IJPPPHCE.2019010104

Abstract

The healthcare industry is becoming highly competitive with an increasing number of private hospitals and clinics in Bangladesh. The general objective of this study is to evaluate the impact of assessment of different aspects of service quality on patient satisfaction considering the public and private hospitals and clinics of Dhaka, Bangladesh. The data was collected through a self-administered questionnaire. A purposive sampling method was used to identify the person who visited hospitals in the previous years' time. The sample size was 100. Both descriptive and inferential statistics were used. The results showed a positive relation between perceived service quality and patient satisfaction. According to this study, the two most important constructs of service quality that have an impact on customer satisfaction are interpersonal interactions and technical quality. The research also found a significant correlation among perceived health care service quality, patient satisfaction, and behavioural intention of the patient. Future research is recommended to test the hypothesis with larger sample.
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Research Questions And Objectives

The study will attempt to achieve the following objectives:

  • 1.

    To identify the relationship between service quality and customer satisfaction and again, between customer satisfaction and behavioural intention in the healthcare industry of Bangladesh.

  • 2.

    To explore the correlation among the different dimensions of healthcare service quality with customer satisfaction.

  • 3.

    To assess the impact of each dimension of service quality on customer satisfaction and consequently, on behavioural intention of the customer in health service system of Bangladesh.

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