Prethodno priopćenje
Patients' behavioral intentions and the influence of service quality perceptions and customer satisfaction in the Albanian healthcare industry
Elsa Gega
; Ekonomski fakultet, Elbasan, Albanija
Zhanina Dapi
; Tirana Bank, Tirana, Albanija
Sažetak
The primary objective of this study was to measure patients’ perceptions of service quality and customer satisfaction with a private hospital experience and to estimate the effect that each of these constructs will have on future behavioural intentions. More specifically, the present study was an attempt to assess empirically the most important dimensions of service quality and transaction-specific customer satisfaction dimensions that drive both patient loyalty and ‘overall’ or cumulative satisfaction in the Albania private hospital industry. For the purpose of this study, buying intentions was used as a surrogate measure of loyalty as measured by willingness to reuse the hospital and/or willingness to recommend it to others (word-of-mouth endorsements). Initial exploratory research was conducted with the aim of assessing the views of three private hospital stakeholder groups, namely former patients, doctors and management about what the quality of service and customer satisfaction meant to each individual interviewed. The study was conducted nationally at private hospitals owned by one of Albania’s three major hospital groups. Five private hospitals in capital of Albania, Tirana were selected on a non-probability convenience basis to participate in the study. The hospital group’s senior management and the management at each selected hospital gave their full commitment to ensure that the survey was successfully conducted in their hospital wards. Data were collected by means of a quantitative study using a selfadministered, structured questionnaire. Patients had
to meet certain qualifying criteria which included being of adult age, in the hospital for an operation and at least one overnight stay. A total of 300 questionnaires was distributed to patients on a random basis in selected wards at the five hospitals by senior hospital staff designated for this task. From this distribution, 285 questionnaires were returned of which a final sample of 300 could be statistically analysed.
Ključne riječi
service quality; customer satisfaction; ‘overall’ cumulative satisfaction; loyalty; buying intentions; repurchase; private hospitals; Albania
Hrčak ID:
132510
URI
Datum izdavanja:
1.6.2013.
Posjeta: 2.137 *