Now-a-days, patients’ voice regarding the delivery of health care services is a burning question in the developing countries. It is thought that patients’ perceptions towards health services are mostly ignored in these countries by the health service providers. This study, therefore, seeks the service quality factors which are essential to the patients. A field survey was made in this purpose on the heart disease patients in Dhaka city as this disease is very common in Bangladesh. SERVQUAL modeling approach and principal component analysis were considered to make evaluation over hospital facilities and found, overall, dissatisfaction of the patients. The SERVQUAL model is used to assess patients’ expectations and perceptions regarding service quality in hospitals. Both expectations and perceptions are measured using a 5-point scale to rate their level of agreement or disagreement (1: strongly disagree and 5: strongly agree), on which the higher numbers indicate higher level of expectation or perceptions. Perceptions are based on the actual service they receive in hospitals are based on experiences and information received about hospital stuffs, doctors or overall hospital maintenance system. Service quality scores are obtained from the difference between the expectation and perception scores which range from -4 to +4 (-4: very dissatisfied, +4: very satisfied). The quality score measures the service gap, that is, the degree to which the expectations excels perceptions. Binary logistic regression analysis was used to find out significant covariates for occurring heart disease. Also, a Poisson regression model was performed for detecting potential covariates that affect number of hospital visit (s) per year of the heart disease patients. The study found ultimate dissatisfaction of the patients which brings the thought that a powerful managerial orientation might be launched in the hospitals to ensure quality services.
| Published in | American Journal of Biomedical and Life Sciences (Volume 9, Issue 1) |
| DOI | 10.11648/j.ajbls.20210901.11 |
| Page(s) | 1-9 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2024. Published by Science Publishing Group |
Heart Disease, SERVQUAL Modeling, Principal Component Analysis, Binary Logistic Regression, Poisson Regression Model
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APA Style
Mohammad Ahsan Uddin, Safiullah. (2021). Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach. American Journal of Biomedical and Life Sciences, 9(1), 1-9. https://doi.org/10.11648/j.ajbls.20210901.11
ACS Style
Mohammad Ahsan Uddin; Safiullah. Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach. Am. J. Biomed. Life Sci. 2021, 9(1), 1-9. doi: 10.11648/j.ajbls.20210901.11
AMA Style
Mohammad Ahsan Uddin, Safiullah. Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach. Am J Biomed Life Sci. 2021;9(1):1-9. doi: 10.11648/j.ajbls.20210901.11
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Download@article{10.11648/j.ajbls.20210901.11,
author = {Mohammad Ahsan Uddin and Safiullah},
title = {Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach},
journal = {American Journal of Biomedical and Life Sciences},
volume = {9},
number = {1},
pages = {1-9},
doi = {10.11648/j.ajbls.20210901.11},
url = {https://doi.org/10.11648/j.ajbls.20210901.11},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajbls.20210901.11},
abstract = {Now-a-days, patients’ voice regarding the delivery of health care services is a burning question in the developing countries. It is thought that patients’ perceptions towards health services are mostly ignored in these countries by the health service providers. This study, therefore, seeks the service quality factors which are essential to the patients. A field survey was made in this purpose on the heart disease patients in Dhaka city as this disease is very common in Bangladesh. SERVQUAL modeling approach and principal component analysis were considered to make evaluation over hospital facilities and found, overall, dissatisfaction of the patients. The SERVQUAL model is used to assess patients’ expectations and perceptions regarding service quality in hospitals. Both expectations and perceptions are measured using a 5-point scale to rate their level of agreement or disagreement (1: strongly disagree and 5: strongly agree), on which the higher numbers indicate higher level of expectation or perceptions. Perceptions are based on the actual service they receive in hospitals are based on experiences and information received about hospital stuffs, doctors or overall hospital maintenance system. Service quality scores are obtained from the difference between the expectation and perception scores which range from -4 to +4 (-4: very dissatisfied, +4: very satisfied). The quality score measures the service gap, that is, the degree to which the expectations excels perceptions. Binary logistic regression analysis was used to find out significant covariates for occurring heart disease. Also, a Poisson regression model was performed for detecting potential covariates that affect number of hospital visit (s) per year of the heart disease patients. The study found ultimate dissatisfaction of the patients which brings the thought that a powerful managerial orientation might be launched in the hospitals to ensure quality services.},
year = {2021}
}
TY - JOUR T1 - Satisfaction on Hospital Services in Dhaka Among Heart Disease Patients: A SERVQUAL Modeling Approach AU - Mohammad Ahsan Uddin AU - Safiullah Y1 - 2021/01/18 PY - 2021 N1 - https://doi.org/10.11648/j.ajbls.20210901.11 DO - 10.11648/j.ajbls.20210901.11 T2 - American Journal of Biomedical and Life Sciences JF - American Journal of Biomedical and Life Sciences JO - American Journal of Biomedical and Life Sciences SP - 1 EP - 9 PB - Science Publishing Group SN - 2330-880X UR - https://doi.org/10.11648/j.ajbls.20210901.11 AB - Now-a-days, patients’ voice regarding the delivery of health care services is a burning question in the developing countries. It is thought that patients’ perceptions towards health services are mostly ignored in these countries by the health service providers. This study, therefore, seeks the service quality factors which are essential to the patients. A field survey was made in this purpose on the heart disease patients in Dhaka city as this disease is very common in Bangladesh. SERVQUAL modeling approach and principal component analysis were considered to make evaluation over hospital facilities and found, overall, dissatisfaction of the patients. The SERVQUAL model is used to assess patients’ expectations and perceptions regarding service quality in hospitals. Both expectations and perceptions are measured using a 5-point scale to rate their level of agreement or disagreement (1: strongly disagree and 5: strongly agree), on which the higher numbers indicate higher level of expectation or perceptions. Perceptions are based on the actual service they receive in hospitals are based on experiences and information received about hospital stuffs, doctors or overall hospital maintenance system. Service quality scores are obtained from the difference between the expectation and perception scores which range from -4 to +4 (-4: very dissatisfied, +4: very satisfied). The quality score measures the service gap, that is, the degree to which the expectations excels perceptions. Binary logistic regression analysis was used to find out significant covariates for occurring heart disease. Also, a Poisson regression model was performed for detecting potential covariates that affect number of hospital visit (s) per year of the heart disease patients. The study found ultimate dissatisfaction of the patients which brings the thought that a powerful managerial orientation might be launched in the hospitals to ensure quality services. VL - 9 IS - 1 ER -
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