IDEAS home Printed from https://ideas.repec.org/a/bla/ijhplm/v37y2022i2p1018-1048.html
   My bibliography  Save this article

A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania

Author

Listed:
  • Florin Radu
  • Valentin Radu
  • Mirela Cătălina Turkeș
  • Oana Raluca Ivan
  • Alina Iuliana Tăbîrcă

Abstract

The quality of medical services provided by public hospitals has become a crucial principle in health. Awareness and satisfaction of patients are increasing in pace with technological processes and therapeutic procedures. Therefore, Romania's public hospitals must provide quality to patients and assure medical staff's efficiency and professionalism, a high level of satisfaction, and patient safety. This paper aimed to evaluate patient satisfaction measures used in Romania's Healthcare System. Between January and February 2019, an exploratory study was conducted. Data were collected through face‐to‐face interviews based on a questionnaire only with patients who used the health system last year. The results showed that only 39.71% of Romanians are satisfied with the quality of medical services, which means that 61.29% of respondents are disappointed by the health system. Because it is free of charge, the public sector is the only option available for a wide range of patients. The study's results may be an essential basis in developing and successfully improving marketing research on the quality of medical services provided through public hospitals especially considering that Romania must improve the health care system perception. Findings suggest that traditional patient satisfaction measures fail, and new ways must be taken into consideration.

Suggested Citation

  • Florin Radu & Valentin Radu & Mirela Cătălina Turkeș & Oana Raluca Ivan & Alina Iuliana Tăbîrcă, 2022. "A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(2), pages 1018-1048, March.
    • Handle: RePEc:bla:ijhplm:v:37:y:2022:i:2:p:1018-1048
    DOI: 10.1002/hpm.3375
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/hpm.3375
    Download Restriction: no
    File URL: https://libkey.io/10.1002/hpm.3375?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Sharon J. Williams & Lynne Caley, 2020. "Improving Healthcare Services," Springer Books, Springer, number 978-3-030-36498-4, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Dorel Dulău & Lisa Craiut & Delia Mirela Tit & Camelia Buhas & Alexandra Georgiana Tarce & Diana Uivarosan, 2022. "Effects of Hospital Decentralization Processes on Patients’ Satisfaction: Evidence from Two Public Romanian Hospitals across Two Decades," Sustainability, MDPI, vol. 14(8), pages 1-16, April.
    2. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    3. Adela Laura Popa & Naiana Nicoleta Ţarcă & Dinu Vlad Sasu & Simona Aurelia Bodog & Remus Dorel Roşca & Teodora Mihaela Tarcza, 2022. "Exploring Marketing Insights for Healthcare: Trends and Perspectives Based on Literature Investigation," Sustainability, MDPI, vol. 14(17), pages 1-21, August.
    4. Coşa Oana Ștefania & Radu Florin & Pehoiu Diana & Tăbîrcă Alina Iuliana & Radu Valentin, 2022. "The impact of healthcare advertising on consumers regarding the choice of private hospitals in Dubai," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 13(2), pages 132-149, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lucia Soriente & Silvio Cigolari & Alberto Gigantino & Chiara Aliberti & Pasquale Ardovino & Paola Adinolfi & Rocco Palumbo, 2020. "La riorganizzazione delle prestazioni sanitarie in ottica di appropriatezza: l?esperienza dell?AOU "San Giovanni di Dio e Ruggi d?Aragona" nella gestione del DRG 127 - Insufficienza cardiaca," MECOSAN, FrancoAngeli Editore, vol. 0(115), pages 7-28.
    2. Ciasullo, Maria Vincenza & Orciuoli, Francesco & Douglas, Alexander & Palumbo, Rocco, 2022. "Putting Health 4.0 at the service of Society 5.0: Exploratory insights from a pilot study," Socio-Economic Planning Sciences, Elsevier, vol. 80(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:ijhplm:v:37:y:2022:i:2:p:1018-1048. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www.blackwellpublishing.com/journal.asp?ref=0749-6753 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.