Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index
Author
Abstract
Suggested Citation
DOI: 10.1007/s11628-008-0055-1
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Don Jeng & Sky Kuo, 2012. "Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 425-458, December.
- Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
- Tzu-Yu Lin & Seiichi Sakuno, 2020. "Service Quality for Sports and Active Aging in Japanese Community Sports Clubs," IJERPH, MDPI, vol. 17(22), pages 1-19, November.
- Keramidou, Ioanna & Triantafillopoulos, Loukas, 2023. "Does the patient perception of service quality differ in the recession period? Evidence from Greek hospital care," MPRA Paper 117161, University Library of Munich, Germany.
- Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2021. "SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review," IJERPH, MDPI, vol. 18(20), pages 1-10, October.
- Mohamed Ali Barakat, 2021. "Factors Affecting Brand Equity in Fast Food Restaurants Industry in Egypt," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 117-117, July.
- Sang M. Lee & Jin Sung Rha, 2018. "A network text analysis of published papers in service business, 2007–2017: research trends in the service sector," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 809-831, December.
- Kwan Soo Hong & DonHee Lee, 2018. "Impact of operational innovations on customer loyalty in the healthcare sector," Service Business, Springer;Pan-Pacific Business Association, vol. 12(3), pages 575-600, September.
- Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
- Chengyu Liu & Yan Li & Mingjie Fang & Feng Liu, 2023. "Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 449-476, June.
- Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
- Bomi Song & Changyong Lee & Byungun Yoon & Yongtae Park, 2016. "Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 775-798, December.
- DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
- Abdullah Ghthaith Almutairi & Hilal Salim Al Shamsi, 2020. "Challenges to Quality Primary Health Care in Saudi Arabia and Potential Improvements Implemented by Other Systems: Systematic Review," Global Journal of Health Science, Canadian Center of Science and Education, vol. 12(9), pages 1-1, August.
- Kaynak, Ramazan & Sert, Tuba & Sert, Gurkan & Akyuz, Bulent, 2015. "Supply chain unethical behaviors and continuity of relationship: Using the PLS approach for testing moderation effects of inter-organizational justice," International Journal of Production Economics, Elsevier, vol. 162(C), pages 83-91.
- Nikhil Rathee & Rupel Nargunam, 2024. "Is Health Insurance Actuarially Fair? Quantifying Discrepancies in the Indian Health Insurance Sector," Working Papers 2024-271, Madras School of Economics,Chennai,India.
- Fernando A. F. Ferreira & Ronald W. Spahr & Mark A. Sunderman & Audrius Banaitis & João J. M. Ferreira, 2017. "A learning-oriented decision-making process for real estate brokerage service evaluation," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 453-474, September.
- W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
- DonHee Lee, 2012. "Implementation of quality programs in health care organizations," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 387-404, September.
- Daniela Carlucci & Paolo Renna & Giovanni Schiuma, 2013. "Evaluating service quality dimensions as antecedents to outpatient satisfaction using back propagation neural network," Health Care Management Science, Springer, vol. 16(1), pages 37-44, March.
- Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.
- Piyush Kumar & Mayukh Dass & Omer Topaloglu, 2011. "Exploring satisfaction in business-to-business services: a path-analytic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 13-27, March.
- Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, 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.- Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
- Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013.
"Customer satisfaction and consumer expenditure in selected European countries,"
International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
- Matthew C. H. Yeung & Bala Ramasamy & Junsong Chen & Stanley J. Paliwoda, 2013. "Customer satisfaction and consumer expenditure in selected European countries," Post-Print hal-02312298, HAL.
- Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
- Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
- Bobinaite Viktorija & Zuters Jānis, 2016. "Modelling Electricity Price Expectations in a Day-Ahead Market: A Case of Latvia," Economics and Business, Sciendo, vol. 29(1), pages 12-26, August.
- Kuang, Di & Ma, Baolong & Li, Xiaofei, 2024. "Acquiring customers via referral reward programs versus advertising: Who is more likely to provide future referrals?," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
- Yu-Te Tu & Heng-Chi Chih, 2013. "An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 5(7), pages 469-483.
- Huifeng Pan & Hong-Youl Ha, 2022. "An Empirical Test of Educational Donors’ Satisfaction Levels in Donating for Education before and after the COVID-19 Era," Sustainability, MDPI, vol. 14(19), pages 1-11, October.
- John S. Chen & David C. Croson & Daniel W. Elfenbein & Hart E. Posen, 2018. "The Impact of Learning and Overconfidence on Entrepreneurial Entry and Exit," Organization Science, INFORMS, vol. 29(6), pages 989-1009, December.
- Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
- Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
- Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
- Asim Ansari & Kamel Jedidi & Sharan Jagpal, 2000. "A Hierarchical Bayesian Methodology for Treating Heterogeneity in Structural Equation Models," Marketing Science, INFORMS, vol. 19(4), pages 328-347, August.
- Ioannis Ioannou & George Kassinis & Giorgos Papagiannakis, 2023. "The Impact of Perceived Greenwashing on Customer Satisfaction and the Contingent Role of Capability Reputation," Journal of Business Ethics, Springer, vol. 185(2), pages 333-347, June.
- Roshan Sedhain & S. Shijin, 2023. "Expectations and Stock Market in Nepal," Vision, , vol. 27(5), pages 671-679, November.
- Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
- Vesna Babi?-Hodovi? & Maja Arslanagi? & Eldin Mehi?, 2013. "Importance of Internal Marketing for Service Companies Corporate Reputation and Customer Satisfaction," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 2(1), pages 49-57, April.
- Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
- Guosheng Han & Armigon Akhmedov & Hui Li & Jingjing Yu & William Cannon Hunter, 2020. "An Interpretive Study on Sustainability in the Link between Agriculture and Tourism: Tourist-Stakeholder Satisfaction in Tiantangzhai, China," Sustainability, MDPI, vol. 12(2), pages 1-12, January.
- Kopalle, Praveen K. & Lehmann, Donald R., 2015. "The Truth Hurts: How Customers May Lose From Honest Advertising," International Journal of Research in Marketing, Elsevier, vol. 32(3), pages 251-262.
More about this item
Keywords
Primary healthcare; Satisfaction; Health care quality; Satisfaction index;All these keywords.
Statistics
Access and download statisticsCorrections
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:spr:svcbiz:v:3:y:2009:i:1:p:85-100. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.