Increasing patient satisfaction: case of Moroccan hospital sector

Authors

  • Mariyam EL IDRISSI mohammed 5 university
  • Abdellatif BOUAZZA

DOI:

https://doi.org/10.59051/joaf.v13i2.540

Keywords:

Qualité de service, Confiance, Bouche à Oreille, Satisfaction

Abstract

The objective of this study was to assess the elements of services provided in Moroccan hospitals (public and private) and their contribution to patient satisfaction regarding trust in service providers. The analysis was based on a survey of patients in public and private hospitals in Rabat, Morocco. The data was analyzed by a correspondence analysis which was applied to the results of the 245 questionnaires distributed.

Correlation and regression analyzes were used to determine the impact of service quality, word of mouth and trust on patient satisfaction. Public hospitals perceived by Moroccan patients are superior in the quality of their service delivery, which is not in line with the majority of recent study results. These results are accepted because hospitals in Rabat offer an improved service in order to meet the needs of their patients. Data was collected from hospitals located in Rabat only. Therefore, future research could extend these results to other cities in Morocco to test their generalization because Rabat is the capital and it offers an improved service in order to meet the needs of its patients.

This article contributes to the existing literature on the healthcare sector by investigating the impact of word of mouth on patient satisfaction that was ignored in previous studies. Studying the impact of word of mouth is also very important because of the different attitude of patients observed in developing countries such as Morocco.

Downloads

Download data is not yet available.

References

Amira, E., & Hisao, F. (2007). How Japanese perceive health care services quality? Journal of Global Business and Technology, 3(2), 26-49.

Andaleeb, SS. (1998). Determinants of customer satisfaction with hospitals: a managerial model. International Journal of Health Care Quality Assurance, 11(6), 181-187.

Anderson, L. A., & Dedrick, R. F. (1990). Development of the Trust in Physician scale: a measure to assess interpersonal trust in patient-physician relationships. Psychological Reports, 67(3), 1091-1100.

Angelopoulou, P., Kangis P, Babis G (1998). Private and Public medicine: a comparison of quality perceptions. International Journal of Health Care Quality Assurance, 11(1), 14-20.

Arasli, H., & Ahmadeva, L. (2004). No more tears! A local TQM formula for health promotion. International Journal of Heath care Assurance, 17(3), 135-145.

Arasli, H.,Ekiz, E.H., Katircioglu, S.T.(2008). Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus. International Journal of Heath care Assurance, 21(1), 8-23.

Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Services Research, 26(6), 767-783.

Clemes, M. D., Ozanne, L. K., & Laurensen, W. L. (2001). Patients' perceptions of service quality dimensions: an empirical examination of health care in New Zealand. Health Marketing Quarterly, 19(1), 3-22

DesHarnais S.I, McMahon LF, Wroblewski RT, Hogan AJ (1990). Measuring Hospital Performance: The Development and Validation of Risk-Adjusted Indexes of Mortality, Readmissions, and Complications. Medical Care, 28(12), 1127-1141.

Duggirala M, Rajendran C, Anantharaman RN (2008). Patient perceived dimensions of total quality service in healthcare. Benchmarking: An International Journal, 15(5), 560-583.

Eiriz V, Figueiredo JA (2005). Quality evaluation in health care services based on customer-provider relationships. International Journal of Health Care Quality Assurance, 18(6), 404-412.

Haran, D. (1998). Health sector reform. Journal of epidemiology and community health, 52(12), 768-789.

Hasin MAA, Seeluangsawat R, Shareef MA (2001). Statistical measures of customer satisfaction for health care quality assurance: a case study. International Journal of Health Care Quality Assurance, 14(1), 6-13.

Kavanaugh, J., Duffy, J. A., & Lilly, J. (2006). The relationship between job satisfaction demographic variables for healthcare professionals. Management Research News, 29(6), 304-325.

Lee, P. M., Khong, P., & Ghista, D. N. (2006). Impact of deficient healthcare service quality. The TQM Magazine, 18(6), 563-571.

Mostafa, M.M. (2005). An empirical study of patients’ expectations and satisfactions in Egyptian hospitals. International Journal of Health Care Quality Assurance, 18(7), 516-532.

Ngobo PV (2004). Drivers of customers’ cross-buying intentions. European Journal of Marketing, 38(9/10), 1129-1157.

O’Connor, S.J. and Shewchuk, R. (2003), “Commentary – patient satisfaction: what is the point? Health Care Management Review, 28(1), 21-24.

Pearson SD, Rake LH (2000). Patients’ Trust in Physicians: Many Theories, Few Measures, and Little Data. Journal of General Internal Medicine, 15(7), 509-513.

Seiders K, Berry LL (1998). Service Fairness: What It Is and Why It Matters. Acad. Manage. Executive, 12(2): 8-20.

Sohail, M. S. (2003). Service quality in Hospitals: more favorable than you might think. Managing Service Quality: An International Journal, 13(2), 224-239.

Tabish S.A. (1998). Towards development of professional management in Indian hospitals. Journal of Management in Medicine, 12(2), 109-119.

Torres EJ, Guo KL (2004). Quality improvement techniques to improve patient satisfaction. International Journal of Health Care Quality Assurance, 17(6), 334- 338.

Vukmir, R.B (2006). Customer satisfaction. International Journal of Health Care Quality Assurance, 19(1), 8-31.

Yilmaz, E. (2011). Word of mouth marketing in the health services. The Journal of Marmara Social Research, 1, 1–19.

Youssef FN, Nel, D Bovaird T (1996). Health care quality in NHS hospitals. International Journal Health Care Quality Assurance, 9(1), 15-28.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.

Zineldin M (2006). The quality of health care and patient satisfaction. International Journal of Health Care Quality Assurance, 19(1), 60-92.

Downloads

Published

2022-12-30

How to Cite

EL IDRISSI, M., & BOUAZZA, A. (2022). Increasing patient satisfaction: case of Moroccan hospital sector. Journal of Academic Finance, 13(2), 14–27. https://doi.org/10.59051/joaf.v13i2.540

Issue

Vol. 13 No. 2 (2022): Fall 2022

Section

Articles

License

Copyright (c) 2022 mariyam el idrissi, Abdellatif BOUAZZA

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Authors who publish with this journal agree to the following terms:

    1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
    2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
    3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).