文章基本信息

标题：The role of hospital service quality in developing the satisfaction of the patients and hospital performance
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作者：Jeen-Su Lim ; Kee-Sook Lim ; John H. Heinrichs 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2018
卷号：8
期号：12
页码：1353-1362
DOI：10.5267/j.msl.2018.9.004
出版社：Growing Science
摘要：This paper aimed to examine a conceptual model for the relationships between hospital service quality, patient satisfaction, hospital utilization, and hospital financial performance. A total of 176 hospitals was selected from California State for this study. The standardized performance measures were used together with precisely defined specifications and standardized data-collection protocols. First, an exploratory factor analysis with Varimax rotation was performed. The measurement properties were then assessed in a confirmatory factor analysis (CFA). The analysis results show that quality had a significant effect on satisfaction, which, in turn, affected the financial performance. The results provide support for the previous findings indicated that service quality was positively associated with patient satisfaction and that satisfaction and utilization had a significant positive effect on financial performance. The analysis results provide support for the previous findings that hospital service quality is positively related to patient satisfaction. The findings also show that patient satisfaction and hospital utilization have a significant positive effect on hospital financial performance.
关键词：ervice quality;Hospital;Customer satisfaction;ServQual;ServPerf