A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals

A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals

Abbas Al-Refaie (University of Jordan, Jordan)
Copyright: © 2011 |Pages: 14
DOI: 10.4018/jalr.2011100105
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Abstract

By measuring to what extent hospitals meet or exceed patient’s expectations, hospital managers can determine the needed service design and delivery improvements that contribute to patient satisfaction and revisit intention. It is necessary to evaluate quality of health care services from patient perspective. This research investigates the factors, including hospital performance, hospital stay, hospital facilities, interaction with patients, service quality, and patient security culture, that affect significantly patient satisfaction and revisit intention in Jordanian hospitals using structural equation modeling. Data were collected from five main hospitals. The results showed that hospital performance has no significant effect on patient satisfaction and revisit intention. This result indicates that the patients are facing troubles in admission, registration, waiting time, and response time for results of medical tests. Also, the hospital stay, hospital facilities, service quality, and patient security culture are found significantly important in achieving patient satisfaction and revisit intention. Further, the interaction with patients’ requirements and needs significantly related to service quality and hospital stay. These results shall provide policy and planning manager a great assistance in determining the factors that improve hospital performance, maintain quality medical services, and plan future improvements in the design and development of medical health care services in Jordan.
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1. Introduction

Following the increases in the number of hospitals in Jordan, the quality of health care services provided to patients affects hospital performance under severe competition. Customer defines how a firm determines requirements, expectations and customer performance and investigates the procedures undertaken by the firm to acquire information about current and future customers (Lee et al., 2003). ISO 9000 certification enforces firms to meet or exceed customer expectations and have activities designed to increase customer focus (Al-Refaie et al., 2011). Patient satisfaction is considered an important measure of the quality of health care services and a key determinant of patients’ behavioral intention. By including the patient perspective as to how well the health care services meet or exceed patient’s expectations, managers can identify the service design and delivery improvements that contribute to patient satisfaction and revisit intention. For this purpose, it is necessary to evaluate quality of health care services from patient perspective.

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