PATIENTS’ TRIO NEED SATISFACTION: A GAP ANALYSIS BETWEEN EXPECTATIONS AND PERCEPTIONS

Q4 Economics, Econometrics and Finance Journal of Business Valuation and Economic Loss Analysis Pub Date : 2021-12-01 DOI:10.1142/s2737566821500079
S. Islam, Nazlida Muhamad
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Abstract

Healthcare improvement relating to basic hospital service attributes is one of the most fundamental driving forces to uplifting in economic and social transition for developing countries in an emerging context. The purpose of this paper is to measure patients’ trio need satisfaction toward doctor service quality (DSQ), nurse caring quality (NCQ), and hospital environment quality (HEQ) and compare the effects of perceived, expected, and service quality gap on patient satisfaction. Multiple regression analysis was used to explain the patient satisfaction. The result shows that the perceived service quality (67.3%) and the service quality gap (50.8%) can better explain patient satisfaction than the expected service quality (3.0%). Both perception and gap model show that DSQ, NCQ, and HEQ are significant predictors of patient satisfaction, where NCQ is the most important dimension in explaining patient satisfaction. This study focuses on patient need satisfaction research by being one of the few empirical studies relating to the most basic hospital service quality attributes, contributing to the development of hospital service quality in a developing context of Bangladesh.
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患者的三重奏需要满足:期望和感知之间的差距分析
与医院基本服务属性相关的医疗保健改善是在新兴背景下促进发展中国家经济和社会转型的最根本动力之一。本研究旨在测量病患对医生服务品质(DSQ)、护士关怀品质(NCQ)和医院环境品质(HEQ)的三重需求满意度,并比较感知、期望和服务品质差距对病患满意度的影响。采用多元回归分析对患者满意度进行解释。结果表明,感知服务质量(67.3%)和服务质量差距(50.8%)比预期服务质量(3.0%)更能解释患者满意度。感知模型和差距模型均表明,DSQ、NCQ和HEQ是患者满意度的显著预测因子,其中NCQ是解释患者满意度的最重要维度。本研究侧重于患者需求满意度研究,是为数不多的与最基本的医院服务质量属性相关的实证研究之一,有助于孟加拉国发展中国家医院服务质量的发展。
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来源期刊
Journal of Business Valuation and Economic Loss Analysis
Journal of Business Valuation and Economic Loss Analysis Economics, Econometrics and Finance-Finance
CiteScore
0.40
自引率
0.00%
发文量
3
期刊介绍: The Journal of Business Valuation and Economic Loss Analysis (JBVELA) is a refereed academic journal that publishes continuously throughout the year and is co-edited by Bradley Ewing and James Hoffman. The mission of the Journal of Business Valuation and Economic Loss Analysis is to improve the practice of business valuation, economic loss analysis, and risk management by helping to inform academics, practitioners, and attorneys about theoretical and practical developments in these fields.
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