Determinants of Patient Satisfaction in Healthcare Industry in Delhi using PLS-SEM

Journal of Health Management Pub Date : 2024-02-07 DOI:10.1177/09720634231216064

Neha Bansal, M. Narwal, Prinkle Prinkle

{"title":"Determinants of Patient Satisfaction in Healthcare Industry in Delhi using PLS-SEM","authors":"Neha Bansal, M. Narwal, Prinkle Prinkle","doi":"10.1177/09720634231216064","DOIUrl":null,"url":null,"abstract":"The healthcare industry in India has advanced significantly in recent years. As a result of corporatisation, hospitals’ classes and quality have significantly changed in modern times. The intangible nature of healthcare services imposes a great challenge to healthcare service providers to measure the quality of service hence satisfaction of patients. The present study highlights the role of corporatisation in the assessment of patient satisfaction (PS). The aim of this article is to evaluate how doctors’ services, nurse services, administrative services, pathological services (PHS) and pricing affect the level of PS in corporate hospitals of Delhi. An exploratory research technique was used. A sample of 342 patients was analysed using a questionnaire. Using partial least squares to a structural equation model, a cross-sectional study was applied. The results revealed that doctor services, nurse services, administrative services and PHS have positive impact on PS and pricing of hospitals negatively influences satisfaction of patients. It indicates that corporatisation of healthcare services has mainly leaded to improvement of satisfaction level. At the same time, research will direct healthcare providers in the right direction towards the rectification and reconsideration of pricing policies making them more pocket-friendly.","PeriodicalId":509705,"journal":{"name":"Journal of Health Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Health Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1177/09720634231216064","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}

引用次数: 0

Abstract

The healthcare industry in India has advanced significantly in recent years. As a result of corporatisation, hospitals’ classes and quality have significantly changed in modern times. The intangible nature of healthcare services imposes a great challenge to healthcare service providers to measure the quality of service hence satisfaction of patients. The present study highlights the role of corporatisation in the assessment of patient satisfaction (PS). The aim of this article is to evaluate how doctors’ services, nurse services, administrative services, pathological services (PHS) and pricing affect the level of PS in corporate hospitals of Delhi. An exploratory research technique was used. A sample of 342 patients was analysed using a questionnaire. Using partial least squares to a structural equation model, a cross-sectional study was applied. The results revealed that doctor services, nurse services, administrative services and PHS have positive impact on PS and pricing of hospitals negatively influences satisfaction of patients. It indicates that corporatisation of healthcare services has mainly leaded to improvement of satisfaction level. At the same time, research will direct healthcare providers in the right direction towards the rectification and reconsideration of pricing policies making them more pocket-friendly.

查看原文本刊更多论文

利用 PLS-SEM 分析德里医疗行业患者满意度的决定因素

近年来，印度的医疗保健行业取得了长足的进步。由于公司化的结果，医院的等级和质量在现代发生了显著变化。医疗服务的无形性给医疗服务提供商带来了巨大挑战，如何衡量服务质量，进而衡量患者的满意度？本研究强调了公司化在患者满意度（PS）评估中的作用。本文旨在评估医生服务、护士服务、行政服务、病理服务（PHS）和定价如何影响德里企业医院的患者满意度水平。本文采用了探索性研究方法。使用问卷对 342 名患者进行了抽样分析。采用偏最小二乘法建立结构方程模型，进行横截面研究。结果显示，医生服务、护士服务、行政服务和公共卫生服务对患者满意度有积极影响，而医院定价对患者满意度有消极影响。这表明，医疗服务企业化主要导致了满意度水平的提高。与此同时，研究将引导医疗服务提供者朝着正确的方向修正和重新考虑定价政策，使其更加亲民。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Health Management

自引率

0.00%

发文量