Healthcare service delivery and customer satisfaction: insight from government hospitals in Fiji

Gurmeet Singh

International Journal of Services, Economics and Management, 2011, vol. 3, issue 3, 323-335

Abstract: This paper seeks to examine the healthcare service delivery and customer satisfaction in Fiji. This study uses the functional and psychological dimensions of customers' satisfaction as the basis for formulating a strategy for delivering healthcare services to the best of customer/patient's satisfaction. The study revealed that there is a positive relationship between the satisfaction variables, with a strong significant correlation existing between the 'operational quality' and 'nursing care' factors, indicating that when patients are satisfied with the operational services the quality of nursing is generally considered to be satisfactory. There was also a relatively strong significant correlation between the 'operational services' and 'physician care' factors, suggesting that the presence of operational services influences the satisfaction level of the 'physician care'.

Keywords: customer satisfaction; healthcare services; service quality; medical care; service delivery; government hospitals; Fiji; patient satisfaction; operational quality; nursing care; physician care. (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:3:y:2011:i:3:p:323-335

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