{"title":"Hospital Service Quality and Outpatient Satisfaction in Model Hospitals in India","authors":"Hiren Patel, Nikunjkumar D. Patel","doi":"10.1080/15332969.2021.1993118","DOIUrl":null,"url":null,"abstract":"Abstract The purpose of the study is to understand the effect of hospital service quality dimensions on outpatient satisfaction and to understand which demographic variables impacting outpatient satisfaction. A cross-sectional design with a convenient sample of 316 outpatients was surveyed from 29 model hospitals across 15 states of India. CFA and SEM are used for analysis. The hospitals which are interested in increasing outpatient satisfaction should consider income level and education. The overall result of the study helps the hospitals to frame their overall branding, communication and marketing strategy and focus areas to improve upon for service excellence.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"312 - 328"},"PeriodicalIF":0.0000,"publicationDate":"2021-10-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1993118","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 2
Abstract
Abstract The purpose of the study is to understand the effect of hospital service quality dimensions on outpatient satisfaction and to understand which demographic variables impacting outpatient satisfaction. A cross-sectional design with a convenient sample of 316 outpatients was surveyed from 29 model hospitals across 15 states of India. CFA and SEM are used for analysis. The hospitals which are interested in increasing outpatient satisfaction should consider income level and education. The overall result of the study helps the hospitals to frame their overall branding, communication and marketing strategy and focus areas to improve upon for service excellence.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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