Understanding service quality and patient satisfaction in private medical practice : a case study

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dc.contributor.author Peer, Mohammed
dc.contributor.author Mpinganjira, Mercy
dc.date.accessioned 2012-11-02T15:47:34Z
dc.date.available 2012-11-02T15:47:34Z
dc.date.issued 2011
dc.identifier.citation Peer, M. & Mpinganjira, M. 2011. Understanding service quality and patient satisfaction in private medical practice : a case study. African Journal of Business Management, 5(9):3690-3698. en_US
dc.identifier.issn 1993-8233
dc.identifier.uri http://hdl.handle.net/10210/8017
dc.description.abstract Understanding customers’ views on service quality is critical for any service provider interested in ensuring that they are being responsive to clients. Patients’ service quality perceptions are however often given little or no attention in health service quality improvement programs. In this study data was collected from 220 patients of a private medical practice. The focus was on patients’ service quality perceptions and how these relate to overall satisfaction as well as future behavioural intentions. The findings show that patients’ perceptions on service quality play a significant role in determining their overall satisfaction with a service provider and that patients’ overall satisfaction is critical in determining their future positive behavioural intentions towards a service provider. The implications of the findings are that there is need for patients’ voice to start playing a greater role in the design and evaluation of health care service improvement programs more so in private medical practices. en_US
dc.language.iso en en_US
dc.publisher Academic Journals en_US
dc.rights © Academic Journals. 2011. Available online at http://www.academicjournals.org/AJBM. DOI: 10.5897/AJBM10.1559 en_US
dc.subject Private medical care - South Africa - Johannesburg - Evaluation en_US
dc.subject Health services - South Africa - Johannesburg - Evaluation en_US
dc.subject Service quality en_US
dc.subject Patient satisfaction en_US
dc.title Understanding service quality and patient satisfaction in private medical practice : a case study en_US
dc.type Article en_US

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