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Original Articles
Primary Healthcare Under Transformation in 3 Eastern European Countries: Quality Satisfaction as Rated by Students
Sviatlana Ahiyevets, Andrei Shpakou, Joanna Baj-Korpak, Ewa Kleszczewska, Katarzyna Rzatkiewicz, Krzysztof Mancewicz, Valentina Stetsenko, Semen Stetsenko
Osong Public Health Res Perspect. 2020;11(5):286-295.   Published online October 22, 2020
DOI: https://doi.org/10.24171/j.phrp.2020.11.5.04
  • 3,714 View
  • 137 Download
  • 1 Citations
AbstractAbstract PDF
Objectives

This study aimed to determine the reasons for student dissatisfaction with the quality of primary healthcare (PHC) in countries under healthcare system transformation (Belarus, Poland, and Ukraine) to identify reserves and make improvements.

Methods

A comparative multipopulation survey was translated, verified, and completed during face-to-face interviews during March 2019 to May 2019. There were 700 Humanities students included in this study to determine satisfaction with the quality of PHC provided by the family doctor. Satisfaction was assessed according to the availability of the doctor, the level of organization of the institution, the service process, the quality of the interaction with the doctor, adherence to the rights of patients, and any additional financial expense incurred by the patient.

Results

Politeness and attentiveness of doctors were rated highly. Dissatisfaction was associated with the negative attitude of medical personnel towards the patient. One in 10 respondents replied that medical confidentiality was not observed. More than 65% of students had paid for diagnostic tests/or treatments, and some respondents from Poland and Ukraine were asked by the doctor to pay for services without a receipt.

Conclusion

Dissatisfaction with the quality of PHC in countries under transformation of the health system was largely due to ethical aspects of the doctor-patient relationship. Therefore, ethical standards need to be upheld and patients need to be aware of these standards using medical education materials covering the moral aspects of the relationship between medical personnel and patient.

Citations

Citations to this article as recorded by  
  • The perception of outpatient care quality by healthcare users in Ukraine
    Valentyna Anufriyeva, Milena Pavlova, Tetiana Stepurko, Wim Groot
    International Journal of Healthcare Management.2022; : 1.     CrossRef
Impact of Dengue Surveillance Workers on Community Participation and Satisfaction of Dengue Virus Control Measures in Semarang Municipality, Indonesia: A Policy Breakthrough in Public Health Action
Sayono Sayono, Widoyono Widoyono, Didik Sumanto, Rokhani Rokhani
Osong Public Health Res Perspect. 2019;10(6):376-384.   Published online December 31, 2019
DOI: https://doi.org/10.24171/j.phrp.2019.10.6.08
  • 3,658 View
  • 79 Download
  • 2 Citations
AbstractAbstract PDF
Objectives

The aim of this study was to assess community participation in Dengue virus control measures, and community satisfaction in the Dengue surveillance workers (DSWs) performance in Semarang municipality after 3 years of empowerment.

Methods

A cross-sectional survey involved 1,018 selected participants from 12 groups of social roles in 141 villages in Semarang municipality, Indonesia. A direct interview was performed using a structured questionnaire to evaluate the acceptance, and satisfaction of the community towards the DSWs. The data were analyzed descriptively.

Results

The majority of the members of the community considered that the DSWs play an important role in reducing Dengue cases, and vectors of the Dengue virus, as well as increasing the community participation in Dengue control measures. The survey showed that DSWs performance, attitudes, and abilities regarding their main tasks were perceived to be good.

Conclusion

Overall, people in Semarang municipality were satisfied with the performance of the DSWs, and considered them important enough to be maintained and strengthened in the future so that Dengue could be controlled. This new policy needs to be disseminated to other regions that may encounter the problems associated with Dengue virus.

Citations

Citations to this article as recorded by  
  • World Dengue Day: A call for action
    Nattachai Srisawat, Usa Thisyakorn, Zulkifli Ismail, Kamran Rafiq, Duane J. Gubler, Hannah E. Clapham
    PLOS Neglected Tropical Diseases.2022; 16(8): e0010586.     CrossRef
  • Evaluation of Toxicity in Four Extract Types of Tuba Root against Dengue Vector, Aedes aegypti (Diptera: Culicidae) Larvae
    S. Sayono, R. Anwar, D. Sumanto
    Pakistan Journal of Biological Sciences.2020; 23(12): 1530.     CrossRef
Evaluating Service Quality from Patients' Perceptions: Application of Importance–performance Analysis Method
Rafat Mohebifar, Hana Hasani, Ameneh Barikani, Sima Rafiei
Osong Public Health Res Perspect. 2016;7(4):233-238.   Published online August 31, 2016
DOI: https://doi.org/10.1016/j.phrp.2016.05.002
  • 2,173 View
  • 18 Download
  • 33 Citations
AbstractAbstract PDF
Objectives
Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in teaching hospitals using importance–performance analysis matrix.
Methods
A descriptive–analytic study was conducted through a cross-sectional method in six academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS version 18 statistical software and importance–performance analysis matrix.
Results
The results showed a significant gap between importance and performance in all five dimensions of service quality (p < 0.05). In reviewing the gap, “reliability” (2.36) and “assurance” (2.24) dimensions had the highest quality gap and “responsiveness” had the lowest gap (1.97). Also, according to findings, reliability and assurance were in Quadrant (I), empathy was in Quadrant (II), and tangibles and responsiveness were in Quadrant (IV) of the importance–performance matrix.
Conclusion
The negative gap in all dimensions of quality shows that quality improvement is necessary in all dimensions. Using quality and diagnosis measurement instruments such as importance–performance analysis will help hospital managers with planning of service quality improvement and achieving long-term goals.

Citations

Citations to this article as recorded by  
  • Identifying service quality gaps between patients and providers in a Native American outpatient clinic
    Robert Dorsey, David Claudio, María A. Velázquez, Polly Petersen
    BMC Health Services Research.2022;[Epub]     CrossRef
  • Assessing the Utility and Patient Satisfaction of Virtual Retina Clinics During COVID-19 Pandemic
    Leire Juaristi, Cristina Irigoyen, Jaione Chapartegui, Ane Guibelalde, Javier Mar
    Clinical Ophthalmology.2022; Volume 16: 311.     CrossRef
  • A social-media-based improvement index for urban renewal
    Zhifang Wang, Hua Jie, Hongpeng Fu, Lu Wang, Hezhishi Jiang, Lu Ding, Yingjie Chen
    Ecological Indicators.2022; 137: 108775.     CrossRef
  • On the comparative use of social media data and survey data in prioritizing ecosystem services for cost-effective governance
    Zhifang Wang, Hongpeng Fu, Yuqing Jian, Salman Qureshi, Hua Jie, Lu Wang
    Ecosystem Services.2022; 56: 101446.     CrossRef
  • Quality Assessment Methods of Hospital Services from the Viewpoint of Patients Based on Standard Assessment Models in Iran: A Narrative Review
    Mehdi Rahimi, Fateme Solymani
    Modern Care Journal.2022;[Epub]     CrossRef
  • Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic
    Ali Reza Yusefi, Esmat Rezabeigi Davarani, Salman Daneshi, Misagh Bastani, Gholamhossein Mehralian, Peivand Bastani
    BMC Geriatrics.2022;[Epub]     CrossRef
  • Ranking Hospital Hoteling Services from Patients’ Perspective Using Importance-Performance Analysis
    Amir Karimkhany, Ehsan Zarei, Samira Arabi, Elahe Navvabi, Somayeh Anisi
    Shiraz E-Medical Journal.2022;[Epub]     CrossRef
  • Using the Kano model to associate the number of confirmed cases of COVID-19 in a population of 100,000 with case fatality rates: An observational study
    Sheng-Yao Hsu, Tsair-Wei Chien, Yu-Tsen Yeh, Willy Chou
    Medicine.2022; 101(37): e30648.     CrossRef
  • Evaluation of outpatient service quality: What do patients and providers think?
    Pouria Farrokhi, Aidin Aryankhesal, Rafat Bagherzadeh, Asgar Aghaei Hashjin
    International Journal of Healthcare Management.2022; : 1.     CrossRef
  • An integrated approach for evaluating hospital service quality with linguistic preferences
    Xiaobing Li, Zhen He
    International Journal of Production Research.2021; 59(6): 1776.     CrossRef
  • Rethinking health services operations to embrace patient experience of healthcare journey
    Mahdi Mahdavi, Leila Doshmangir, Ebrahim Jaafaripooyan
    The International Journal of Health Planning and M.2021; 36(6): 2020.     CrossRef
  • Variation in compliance with safe surgery checklist in hospitals with different levels of patient safety culture
    Saeed Asefzadeh, Sima Rafiei, Masoomeh Karimi
    International Journal of Healthcare Management.2020; 13(sup1): 12.     CrossRef
  • Assessment of Quality of Services Delivered to Iranian Patients with Cataract
    Zahra Hashemi Dehaghi, Soad Mahfoozpour, Mahmoud Modiri, Fateme Alipour
    Iranian Red Crescent Medical Journal.2020;[Epub]     CrossRef
  • Gap between patient expectation and perception during pharmacist–patient communication at community pharmacy
    Myeong Gyu Kim, Na Eun Lee, Hyun Soon Sohn
    International Journal of Clinical Pharmacy.2020; 42(2): 677.     CrossRef
  • Validating Service Quality (SERVQUAL) in Healthcare: Measuring Patient Satisfaction Using their Perceptions in Jordan
    Mohammed Shaker Ibrahim
    Journal of Information & Knowledge Management.2020; 19(01): 2040021.     CrossRef
  • Evaluating the environmental protection strategy of a printed circuit board manufacturer using a T fuzzy importance performance analysis with Google Trends
    Kuen-Suan Chen, Kuo-Ping Lin, Li-Ju Lin
    Expert Systems with Applications.2020; 156: 113483.     CrossRef
  • Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand
    Sajjakaj Jomnonkwao, Thanapong Champahom, Vatanavongs Ratanavaraha
    Sustainability.2020; 12(10): 4259.     CrossRef
  • Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis
    Ehsan Zarei, Ali Bagheri, Abbas Daneshkohan, Soheila Khodakarim
    Shiraz E-Medical Journal.2020;[Epub]     CrossRef
  • Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan
    Shu-Ju Lu, Hsiu-O Kao, Bao-Lin Chang, Shu-Ing Gong, Shu-Mei Liu, Shih-Chi Ku, Jih-Shuin Jerng
    BMC Health Services Research.2020;[Epub]     CrossRef
  • Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country
    Javad Esmailpour, Kayvan Aghabayk, Mohammad Abrari Vajari, Chris De Gruyter
    Transportation Research Part A: Policy and Practic.2020; 142: 129.     CrossRef
  • The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre
    Adryan Fristiohady, La Ode Muhammad Fitrawan, Yusniati Dwi Pemudi, Ruslin Ruslin, Sunandar Ihsan, Ruslan Ruslan, La Ode Muhammad Julian Purnama
    Borneo Journal of Pharmacy.2020; 3(4): 270.     CrossRef
  • Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences
    asgar Aghaei Hashjin, Pouria Farrokhi, Aidin Aryankhesal
    Journal of Health Administration.2020; 23(3): 55.     CrossRef
  • An empirical study of willingness to renewable energy installation using importance-performance analysis: the case of Taiwan
    Wei-Chuan Chen, Wen-Kuo Chen, Chien-Wen Chen, Chien-Cheng Lo
    Journal of Industrial and Production Engineering.2019; 36(7): 451.     CrossRef
  • Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis
    Pin-Zheng Chen, Wan-Yu Liu
    Forest Policy and Economics.2019; 104: 121.     CrossRef
  • Do patients really perceive better quality of service in private hospitals than public hospitals in India?
    Swapnarag Swain
    Benchmarking: An International Journal.2019; 26(2): 590.     CrossRef
  • Percepción de los usuarios frente a la calidad de atención en salud del servicio de consulta externa según el modelo SERVQUAL
    Angélica Viviana Boada-Niño, Adriana Mayeth Barbosa-López, Elisa Andrea Cobo-Mejía
    Revista Investigación en Salud Universidad de Boya.2019; 6(1): 55.     CrossRef
  • Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico
    Marco Alberto Valenzo-Jiménez, Daniel Adan Lazaro-López, Jaime Apolinar Martínez- Arroyo
    DYNA.2019; 86(211): 64.     CrossRef
  • Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma
    Büşra Güler, Saadettin Erhan Kesen
    Selçuk Üniversitesi Sosyal Bilimler Meslek Yükseko.2019; : 526.     CrossRef
  • A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector
    Rajasekhara Mouly Potluri, Gift Angiating
    Journal of Industrial Distribution & Business.2018; 9(12): 7.     CrossRef
  • Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)
    Vembri Noor Helia, Cahya Putra Abdurrahman, Fety Ilma Rahmillah, S. Ma’mun, H. Tamura, M.R.A. Purnomo
    MATEC Web of Conferences.2018; 154: 01098.     CrossRef
  • Evaluating health service quality: using importance performance analysis
    Azar Izadi, Younes Jahani, Sima Rafiei, Ali Masoud, Leila Vali
    International Journal of Health Care Quality Assur.2017; 30(7): 656.     CrossRef
  • Societal perception toward transportation modes based on online (Go-Jek) In Malang City
    D M Buamona
    IOP Conference Series: Earth and Environmental Sci.2017; 70: 012007.     CrossRef
  • The Role of Subjective Culture on Consumer Perception towards Service Quality Delivery
    Tiara Turay
    Journal of Business and Social Review in Emerging .2016; 2(2): 175.     CrossRef
Articles
Improving Service Quality in Long-term Care Hospitals: National Evaluation on Long-term Care Hospitals and Employees Perception of Quality Dimensions
Jinkyung Kim, Woosok Han
Osong Public Health Res Perspect. 2012;3(2):94-99.   Published online June 30, 2012
DOI: https://doi.org/10.1016/j.phrp.2012.04.005
  • 1,720 View
  • 15 Download
  • 9 Citations
AbstractAbstract PDF
Objectives
To investigate predictors for specific dimensions of service quality perceived by hospital employees in long-term care hospitals.
Methods
Data collected from a survey of 298 hospital employees in 18 long-term care hospitals were analysed. Multivariate ordinary least squares regression analysis with hospital fixed effects was used to determine the predictors of service quality using respondents’ and organizational characteristics.
Results
The most significant predictors of employee-perceived service quality were job satisfaction and degree of consent on national evaluation criteria. National evaluation results on long-term care hospitals and work environment also had positive effects on service quality.
Conclusion
The findings of the study show that organizational characteristics are significant determinants of service quality in long-term care hospitals. Assessment of the extent to which hospitals address factors related to employeeperceived quality of services could be the first step in quality improvement activities. Results have implications for efforts to improve service quality in longterm care hospitals and designing more comprehensive national evaluation criteria.

Citations

Citations to this article as recorded by  
  • The perception of health care quality by primary health care managers in Ukraine
    Valentyna Anufriyeva, Milena Pavlova, Tetiana Stepurko, Wim Groot
    BMC Health Services Research.2022;[Epub]     CrossRef
  • Primary Health Institutions and Service Quality in China: Implications for Health Policy
    Junfang Xu, Yuyin Zhou, Ruyu Liu, Feng Cheng, Wannian Liang
    International Journal of Environmental Research an.2022; 19(19): 12063.     CrossRef
  • Lean Healthcare Readiness Evaluation among Staff in Private Hospital
    Nihayatul Munaa, Faizatul Ummah, M.I. Kartasurya, N. Lisnawati, A.F. Asna, N. Handayani, D.Z. Nuridzin
    BIO Web of Conferences.2022; 54: 00015.     CrossRef
  • A tool to assess the quality perception of healthcare employees
    Ajayan Kamalasanan, Gurumoorthy Sathiyamurthi, Arun Vijay Subbarayalu
    International Journal of Health Care Quality Assur.2020; 33(4/5): 291.     CrossRef
  • Dimensions of service quality in healthcare: a systematic review of literature
    Iram Fatima, Ayesha Humayun, Usman Iqbal, Muhammad Shafiq
    International Journal for Quality in Health Care.2019; 31(1): 11.     CrossRef
  • Using the Importance–Satisfaction Model and Service Quality Performance Matrix to Improve Long-Term Care Service Quality in Taiwan
    Shun-Hsing Chen, Fan-Yun Pai, Tsu-Ming Yeh
    Applied Sciences.2019; 10(1): 85.     CrossRef
  • Jurnal Kualitas Pelayanan Kesehatan (Studi Analitik Terhadap Pasien Rawat Jalan di RSUD Makassar)
    Andi Alim, Novagita Tangdilambi, Adam Badwi
    Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo.2019; 5(2): 165.     CrossRef
  • Manufacturers’ perceived quality of electricity service and organizational performance in Nigeria
    Abdulrahman Muhammed, Lamidi Yusuf
    Journal of Transportation and Logistics.2016; 1(2): 143.     CrossRef
  • Public Health Services for Foreign Workers in Malaysia
    Normah Awang Noh, Haris Abd. Wahab, Siti Hajar Abu Bakar Ah, M. Rezaul Islam
    Social Work in Public Health.2016; 31(5): 419.     CrossRef

PHRP : Osong Public Health and Research Perspectives