Exploring the Relationships between Service Quality and Customer Satisfaction towards Establishing Healthcare Rating Standards

Othman A., Yao L.

2nd International Conference on Education and Education Management (EEM 2012), Hong Kong, PEOPLES R CHINA, 4 - 05 September 2012, vol.3, pp.23-26 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 3
  • City: Hong Kong
  • Country: PEOPLES R CHINA
  • Page Numbers: pp.23-26
  • Keywords: Service quality, Customer satisfaction, Healthcare rating standards, CONSUMER SATISFACTION, MODEL, PERCEPTIONS
  • Dokuz Eylül University Affiliated: No


The health care industry has to cope with environmental pressures such as the demographic changes, the aging of populations, the emergence of new treatments and technologies and the increased insistence on greater quality of service in order to remain competitive in the future. Towards this end, service quality and the closely related customer satisfaction constructs are of vital concerns for health care organizations. This paper tries to explore the relationships between service quality and customer satisfaction among healthcare providers and services recipient. A total of 1,000 questionnaires were distributed of which 925 were returned for further analysis, yielding a high effective response rate of 92.5 per cent. The results of the study show that there are positive and significant correlations between all the eight Service Quality variables (Infrastructure, Personnel Quality, Administrative Procedure, Safety Measures, Corporate Image, Social responsibility and Trustworthiness of the hospital) with the three Customer Satisfaction variables (Quality, Cost and Time).