Title: Healthcare service delivery and customer satisfaction: insight from government hospitals in Fiji
Authors: Gurmeet Singh
Addresses: School of Management and Public Administration, Faculty of Business and Economics, The University of the South Pacific, Private Bag, Laucala Campus, Suva, Fiji
Abstract: This paper seeks to examine the healthcare service delivery and customer satisfaction in Fiji. This study uses the functional and psychological dimensions of customers| satisfaction as the basis for formulating a strategy for delivering healthcare services to the best of customer/patient|s satisfaction. The study revealed that there is a positive relationship between the satisfaction variables, with a strong significant correlation existing between the |operational quality| and |nursing care| factors, indicating that when patients are satisfied with the operational services the quality of nursing is generally considered to be satisfactory. There was also a relatively strong significant correlation between the |operational services| and |physician care| factors, suggesting that the presence of operational services influences the satisfaction level of the |physician care|.
Keywords: customer satisfaction; healthcare services; service quality; medical care; service delivery; government hospitals; Fiji; patient satisfaction; operational quality; nursing care; physician care.
International Journal of Services, Economics and Management, 2011 Vol.3 No.3, pp.323 - 335
Published online: 09 May 2015 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article