TY - JOUR
T1 - Medical service quality, patient satisfaction and intent to revisit
T2 - Case study of public hub hospitals in the Republic of Korea
AU - Woo, Selin
AU - Choi, Mankyu
N1 - Publisher Copyright:
© 2021 Woo, Choi. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
PY - 2021/6
Y1 - 2021/6
N2 - This study aimed to construct and test structural equation modeling of the causal relationship between quality of healthcare, patient satisfaction, and intent to revisit perceived by patients using regional hub public hospitals. In this study, data of 2,951 outpatients and 3,135 inpatients were collected using the “2018 Regional Hub Public Hospital Operational Evaluation.” A structural equation model was used to understand the relationship between patient satisfaction and intent to revisit, and bootstrap analysis was performed. In the direct effect, outpatients were presented in the order of the physician’s practice service, the hospital’s environment, and patient satisfaction. Inpatients were in the order of the physician’s practice service and, medical staff’s kindness and consideration,; patient satisfaction was shown in this order. In the indirect effect, the outpatients were presented in the order of physician’s practice service, medical staff’s kindness and consideration, and hospital’s physical environment. Inpatients were introduced in the order of medical staff’s kindness and consideration, nurse’s practice service, physician’s practice service, and patient satisfaction. Regional hub public hospitals need high-quality medical services and efforts from all departments to treat patients with sincerity to improve patient satisfaction and increase intent to revisit.
AB - This study aimed to construct and test structural equation modeling of the causal relationship between quality of healthcare, patient satisfaction, and intent to revisit perceived by patients using regional hub public hospitals. In this study, data of 2,951 outpatients and 3,135 inpatients were collected using the “2018 Regional Hub Public Hospital Operational Evaluation.” A structural equation model was used to understand the relationship between patient satisfaction and intent to revisit, and bootstrap analysis was performed. In the direct effect, outpatients were presented in the order of the physician’s practice service, the hospital’s environment, and patient satisfaction. Inpatients were in the order of the physician’s practice service and, medical staff’s kindness and consideration,; patient satisfaction was shown in this order. In the indirect effect, the outpatients were presented in the order of physician’s practice service, medical staff’s kindness and consideration, and hospital’s physical environment. Inpatients were introduced in the order of medical staff’s kindness and consideration, nurse’s practice service, physician’s practice service, and patient satisfaction. Regional hub public hospitals need high-quality medical services and efforts from all departments to treat patients with sincerity to improve patient satisfaction and increase intent to revisit.
UR - http://www.scopus.com/inward/record.url?scp=85108959616&partnerID=8YFLogxK
U2 - 10.1371/journal.pone.0252241
DO - 10.1371/journal.pone.0252241
M3 - Article
C2 - 34181662
AN - SCOPUS:85108959616
SN - 1932-6203
VL - 16
JO - PLoS One
JF - PLoS One
IS - 6 June 2021
M1 - e0252241
ER -