Service Quality as Predicator of Patient Satisfaction

Abstract

Satisfaction has been shown to predict important health-related behaviour, such as adhering to treatment recommendations and maintaining continuity of care. The study resulted in two self-designed standardised questionnaires which were used to evaluate service quality and patient satisfaction. The study has yielded three factors of service quality namely promptness, medical aid and patient interest for service quality and amenities, clinical services and physical services. The study explains that service quality and patient satisfaction are more strongly associated with adherence and continuity of visit; when service quality and patient satisfaction were placed in the regression model, they are positively associated. The findings suggest that service quality and satisfaction level of the patients will be important for improving the outcomes in health care settings.