Advertisement

Research on the Interaction Between Patient Satisfaction, Service Quality, Organizational Image and Trust in a Training and Research Hospital

  • Cemil CeylanEmail author
Conference paper
  • 15 Downloads
Part of the Lecture Notes in Management and Industrial Engineering book series (LNMIE)

Abstract

Today, the satisfaction of people who benefit from health systems and health systems are gaining importance. In this context, analyzing the basic concepts affecting customer satisfaction and analyzing the interactions of these concepts became essential for an accurate health system management. It is inevitable that the priorities of the customers are determined, and action is taken in line with these priorities. The concepts of Perceived Service Quality, Trust, and Organizational Image are the subjects of this study. The number of studies analyzing these four concepts together is deficient. The study was carried out in the district of Bakırköy. Sadi Konuk Research Hospital, Bakırköy. Sadi Konuk Hospital has 20 polyclinics, 359 beds and 800–1500 people in a day and it is the largest hospital in the region. The data of the study were collected from patients in these outpatient clinics. By using a convenience sampling method, polyclinic patients with at least two hospital visits responded to the questionnaire. Various demographic data were collected under the name of Age, Gender, Marital Status, Education Level, and Number of Arrival to Hospital. The questions were asked objectively, and the patients were asked to answer each question. According to the results obtained from the study, Perceived Service Quality is positively affected by Patient Satisfaction, Organizational Image, and Trust. Trust, Patient Satisfaction, and Organizational Image adversely affect Trust. Organizational Image also positively affects Patient Satisfaction.

Keywords

Perceived Service Quality Patient Satisfaction Organizational Image Trust Healthcare 

References

  1. Bagozzi RP, Yi Y (1988) On the evaluation of structural equation models. J Acad Mark Sci 16(1):74–94.  https://doi.org/10.1007/bf02723327CrossRefGoogle Scholar
  2. Brady MK, Cronin JJ, Brand RR (2002) Performance-only measurement of service quality: a replication and extension. J Bus Res 55(1):17–31.  https://doi.org/10.1016/S0148-2963(00)00171-5CrossRefGoogle Scholar
  3. Burke RJ, Martin G (2016) Corporate reputation: managing opportunities and threats. Taylor & Francis, Milton ParkCrossRefGoogle Scholar
  4. Chang C-S, Chen S-Y, Lan Y-T (2013) Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Serv Res 13(1):22.  https://doi.org/10.1186/1472-6963-13-22CrossRefGoogle Scholar
  5. Chang W-J, Chang Y-H (2013) Patient satisfaction analysis: identifying key drivers and enhancing service quality of dental care. J Dental Sci 8(3):239–247.  https://doi.org/10.1016/j.jds.2012.10.006CrossRefGoogle Scholar
  6. Faria N, Mendes L (2013) Organizational image’s partial mediation role between quality and users’ satisfaction. Serv Ind J 33(13–14):1275–1293CrossRefGoogle Scholar
  7. Fauzi AA, Suryani T (2019) Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. J Islamic Mark 10(1):269–289.  https://doi.org/10.1108/jima-04-2017-0048CrossRefGoogle Scholar
  8. Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 18(1):39–50CrossRefGoogle Scholar
  9. Hair JF, Anderson RE, Tatham RL, Black WC (1998) Multivariate data analysis with reading. Prentice Hall, LondonGoogle Scholar
  10. Hawthorne G, Sansoni J, Hayes L, Marosszeky N, Sansoni E (2014) Measuring patient satisfaction with health care treatment using the Short Assessment of Patient Satisfaction measure delivered superior and robust satisfaction estimates. J Clin Epidemiol 67(5):527–537CrossRefGoogle Scholar
  11. Lt Hu, Bentler PM (1999) Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Struct Equ Model Multidisciplinary J 6(1):1–55CrossRefGoogle Scholar
  12. Israel GD (2003) Determining sample size. Technical report No. PEOD-6. University of Florida, Institute of Food and Agricultural Sciences, FloridaGoogle Scholar
  13. Josep MR, Velilla M (2003) Loyalty and trust as the ethical bases of organizations J Bus Ethics 44.  https://doi.org/10.1023/a:1023238525433CrossRefGoogle Scholar
  14. Koenig MA, Bazant ES (2009) Women’s satisfaction with delivery care in Nairobi’s informal settlements. Int J Qual Health Care 21(2):79–86.  https://doi.org/10.1093/intqhc/mzn058CrossRefGoogle Scholar
  15. Lee Y-K, Lee Y, Lee KA, Park D-H, Moon H (2004) Exploring the role of service value in the relationship between service quality and customer satisfaction. Int J Hospitality Tourism Adm 5(1):67–86.  https://doi.org/10.1300/j149v05n01_04CrossRefGoogle Scholar
  16. Linder-Pelz S (1982) Toward a theory of patient satisfaction. Soc Sci Med 16(5):577–582CrossRefGoogle Scholar
  17. Mache S, Vitzthum K, Klapp BF, Groneberg DA (2012) Improving quality of medical treatment and care: are surgeons’ working conditions and job satisfaction associated to patient satisfaction? Langenbeck’s Arch Surg 397(6):973–982CrossRefGoogle Scholar
  18. Musa-Juroš K, Mijoč J, Horvat J, Ilakovac V, Marković S, Racz A (2018) Measuring healthcare quality – paradigm of MEDQUAL. Acta Clinica Croatica 57(2):235–241.  https://doi.org/10.20471/acc.2018.57.02.02
  19. Namasivayam K, Guchait P (2013) The role of contingent self-esteem and trust in consumer satisfaction: examining perceived control and fairness as predictors. Int J Hosp Manag 33:184–195.  https://doi.org/10.1016/j.ijhm.2012.08.002CrossRefGoogle Scholar
  20. Oliver RL (1980) A cognitive model of the antecedents and consequences of satisfaction decision. J Mark Res 17(4):460–469CrossRefGoogle Scholar
  21. Otani K, Waterman B, Dunagan WC (2012) Patient satisfaction: how patient health conditions influence their satisfaction. J Healthc Manag 57(4):276–293CrossRefGoogle Scholar
  22. Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49.  https://doi.org/10.2307/1251430CrossRefGoogle Scholar
  23. Pearson SD, Raeke LH (2000) Patients’ trust in physicians: many theories, few measures, and little data. J Gen Intern Med 15(7):509–513CrossRefGoogle Scholar
  24. Raposo ML, Alves HM, Duarte PA (2009) Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index. Serv Bus 3(1):85–100.  https://doi.org/10.1007/s11628-008-0055-1CrossRefGoogle Scholar
  25. Baltussen RMPM, Ye Y, Haddad S, Saueborn RS (2002) Perceived quality of care of primary health care services in Burkina Faso. Health Policy Plann 17(1):42–48CrossRefGoogle Scholar
  26. Schoenfelder T, Klewer J, Kugler J (2011) Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. Int J Qual Health Care 23(5):503–509.  https://doi.org/10.1093/intqhc/mzr038CrossRefGoogle Scholar
  27. Segars AH (1997) Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research. Omega 25(1):107–121CrossRefGoogle Scholar
  28. Senić V, Marinković V (2013) Patient care, satisfaction and service quality in health care. Int J Consum Stud 37(3):312–319CrossRefGoogle Scholar
  29. Sharma S, Mukherjee S, Kumar A, Dillon WR (2005) A simulation study to investigate the use of cutoff values for assessing model fit in covariance structure models. J Bus Res 58(7):935–943CrossRefGoogle Scholar
  30. Silvestro R (2005) Applying gap analysis in the health service to inform the service improve agenda. Int J Qual Reliab Manag (22)Google Scholar
  31. Singh J, Sirdeshmukh D (2000) Agency and trust mechanisms in consumer satisfaction and loyalty judgments. J Acad Mark Sci 28.  https://doi.org/10.1177/0092070300281014CrossRefGoogle Scholar
  32. Wong A, Sohal A (2003) Service quality and customer loyalty perspectives on two levels of retail relationships. J Serv Mark 17.  https://doi.org/10.1108/08876040310486285CrossRefGoogle Scholar
  33. Wongrukmit P, Thawesaengskulthai N (2014) Hospital service quality preferences among culture diversity. Total Qual Manag Bus Excellence 25(7–8):908–922.  https://doi.org/10.1080/14783363.2014.906115CrossRefGoogle Scholar
  34. Çınaroğlu S, Şahin B (2013) Özel ve Kamu Hastanelerinin Algılanan Kurumsal İtibar ve İmaj Açısından Karşılaştırılması. Uluslararası YöNetim İKtisat Ve İşLetme Dergisi 9(18):283–298.  https://doi.org/10.11122/ijmeb.2014.9.18.79CrossRefGoogle Scholar
  35. Özata M, Sevinç İ (2007) Hastanelerde kurumsal imajın ölçülmesinde dikkate alınması gereken faktörlerin belirlenmesiGoogle Scholar
  36. Özer L, Başgöze P, Karahan A (2017) The association between perceived value and patient loyalty in public university hospitals in Turkey. Total Qual Manag Bus Excellence 28(7–8):782–800.  https://doi.org/10.1080/14783363.2015.1124723CrossRefGoogle Scholar
  37. İzci F, Saydan R (2013) Algılanan hizmet kalitesi kurumsal imaj ve sadakat ilişkisi (Van bölge hastanesi uygulaması). CÜ İktisadi ve İdari Bilimler Dergisi 14(1):199–219Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Industrial Engineering Department, Management FacultyIstanbul Technical UniversityIstanbulTurkey

Personalised recommendations