Effects of hospital service quality on patients satisfaction and behavioural intention of doctors and nurses
Journal Title: Saudi Journal of Medical and Pharmaceutical Sciences - Year 2017, Vol 3, Issue 6
Abstract
Abstract: Service quality is a broad term and can be define as, critical differences among the patient’s observation and belief of the facility and the actual act of the service received by the client providing by the organization at a certain period of time and it has effect on client or patients’ satisfaction and behavioural intention. To investigate the effect of service quality on patient satisfaction and behavioural intention of doctors and nurses. Study design used in this study was descriptive cross sectional study design and 171 patients were selected for the study from indoor department of Lady Willingdon Hospital, Lahore through simple random method and all of the participants were female Result of the study reveal that hospital service quality greatly influences behavioural intention and patients. Finding show that most of the respondents were strongly agrees that service quality increase patient satisfaction and behavioural intention. While Regression analysis shows that service quality significantly positive effect on patient satisfaction and have negative effect on behavioural intention. Better Service quality is important for any organization especially in healthcare organization. They play important roles in customer/patient satisfaction and behavioural intention. Better Service quality has positive affect on patient satisfaction and behavioural intention. The results of this show that any hospital providing good service to their patients then will be satisfied and recommend their friends and neighbours for treatment to this hospital. Keywords: Service quality, patient, practices, nurse, Pakistan
Authors and Affiliations
Mubashra Maqsood, Humera Maqsood, Robinakousar . , Chandajabeen . , Ali Waqas, Syed Amir Gillani
Keywords
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