The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals

Wenxin, W., Bentum-Micah, G., Zhiqiang, M., Bing, L., Asabea Addo, A., Boadi, B.E., Sampson Atuahene, A.S., Bondzie-Micah and V.

International Journal of Economics & Business Administration (IJEBA), 2020, vol. VIII, issue 3, 461-477

Abstract: Purpose: This paper examined the association between perceived service quality and patient satisfaction of Chinese out-patients in the patronage of medical services. Design/Methodology/Approach: Utilizing by novelty specific departments in the hospital’s and logistics multiple regression investigation, the researchers tested and estimated the statistical effects of the department’s services (perceived service quality) as a predictor for out-patients satisfaction. Findings: The analysis shows that patients who exhibited content from the services of selected departments reported greater satisfaction, with it impacts suggesting a measurably noteworthy effect, even in a total medical seller market like China. Practical Implication: The study brings forth implications both for professionals and academics. It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality from as low as departmental levels and patient’s satisfaction to achieve advantage. Originality/Value: It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality.

Keywords: Access to care; out-patients; patients’ satisfaction/fulfillment; service quality. (search for similar items in EconPapers)
JEL-codes: I10 I12 I18 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ers:ijebaa:v:viii:y:2020:i:3:p:461-477

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