Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan

Abid Hussain, Muhammad Asif, Arif Jameel and Jinsoo Hwang
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Abid Hussain: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Muhammad Asif: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Arif Jameel: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Jinsoo Hwang: The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143–747, Korea

IJERPH, 2019, vol. 16, issue 13, 1-9

Abstract: The satisfaction of the patient is believed to be one of the preferred results of healthcare, and it is directly connected with the usage of health services. This study aimed to assess how doctor services, nurses’ services, and waiting time predict patient satisfaction (PS) with the service delivery of healthcare in Southern Punjab, Pakistan. The study used an exploratory research method, in which 1000 participants were selected, and used a random technique, in which 850 responses were received. Multiple regression analysis and a confirmatory factor were employed to analyze the collected data. The findings showed that doctor services ( β = 0.232; p = 0.01), nurses services ( β = 0.256; p = 0.01), and waiting time ( β = 0.091; p = 0.03) had positive significant impacts on PS, while registration services ( β = 0.028; p = 0.390) had an insignificant association with PS. Hence, a significant gap existed in the registration services that were totally ignored in hospitals of Pakistan which needed proper considerations for improvements.

Keywords: patient satisfaction; doctor services; nurses services; registration services; waiting time; public hospitals; Pakistan (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (10)

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