Hospital service quality and its effects on patient satisfaction and behavioural intention

Abstract

PurposeThe purpose of this study is to investigate hospital service quality and its effect on patient satisfaction and behavioural intention.Design/methodology/approachA convenience sampling technique was used in this study. A total of 350 questionnaires were distributed and 216 were returned (61.7 per cent response rate).FindingsThe results confirm that the five dimensions – admission, medical service, overall service, discharge and social responsibility – are a distinct construct for hospital service quality. Each dimension has a significant relationship with hospital service quality. The findings of this study indicate that the establishment of higher levels of hospital service quality will lead customers to have a high level of satisfaction and behavioural intention.Research limitations/implicationsThis research examined the concept of hospital service quality, patient satisfaction and behavioural intention from the perspective of patients. However, this study did not explore the perspective of service providers. This is a limitation in as much as it only considers the patients' view, which might be different from the providers' view.Practical implicationsThe results indicate that managers should use the perceived service quality and customer satisfaction as mechanisms for exit strategy that will increase loyalty among the present customers.Originality/valueThis study will enable hospitals to have a better understanding of the effects of service quality, which will lead to patient satisfaction and behavioural intention in order to build long‐term relationships with their patients.