• Journal article

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction.

Ali, N. and Dzandu, M.D. 2023. A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction. Journal of Health, Organisation and Management. 37 (2), pp. 133-157. https://doi.org/10.1108/jhom-06-2022-0180

TitleA paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction.
TypeJournal article
AuthorsAli, N. and Dzandu, M.D.
Abstract

This study takes a divergent approach to exploring which construct is more predictive of patient satisfaction in a service dominant economy within the context of a healthcare setting.
Applying a critical analysis of literature, a service value model for customer satisfaction is proposed which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital; a world class specialist hospital based in the UK.
Quality of service had the strongest impact on service value but service value had the strongest impact and mediation effect on patient satisfaction. The study concludes that since service value rather than quality of service is more predictive of patient satisfaction, health service providers should focus more on service value in addition to quality of service, if they are to meet the dynamic expectations of their patients.
This poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.

Keywordscustomer orientation
quality of service
service value
patient satisfaction
healthcare services
performance
JournalJournal of Health, Organisation and Management
Journal citation37 (2), pp. 133-157
ISSN 1477-7266
Year2023
PublisherEmerald Publishing Limited
Accepted author manuscript
License
CC BY-NC 4.0
File Access Level
Open (open metadata and files)
Digital Object Identifier (DOI)https://doi.org/10.1108/jhom-06-2022-0180
Web address (URL)https://www.emerald.com/insight/content/doi/10.1108/JHOM-06-2022-0180/full/html
Publication dates
Published online30 Jan 2023

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