Title: Patient perception of healthcare services in Fiji: analysis of functional and psychological dimensions

Authors: Gurmeet Singh

Addresses: Faculty of Business and Economics, The University of the South Pacific, Private Mail Bag, Laucala Bay Campus, Fiji

Abstract: Government run hospitals in Fiji are not well equipped in terms of facilities, specialist doctors, nurses and various specialised medical supplies. For government-run hospitals in Fiji, the real measure of success is that of patient satisfaction delivered across all areas of hospitals and through the services delivered. Present research measures the customers' perception of healthcare service delivery in government-run hospitals of Fiji. The study uses the functional and psychological dimensions of customers' perception and satisfaction as the basis for formulating a strategy for delivering healthcare services more effectively, efficiently and to the best of customer/patient satisfaction. The study revealed that there is a positive relationship between the satisfaction variables, with a strong significant correlation existing between the 'operational quality' with 'nursing care' factors, indicating that when patients are satisfied with the operational services the quality of nursing is generally considered to be satisfactory.

Keywords: patient perception; customer satisfaction; service quality; quality dimensions; Fiji; functional dimensions; psychological dimensions; national government; state hospitals; health facilities; specialist doctors; nurses; medical supplies; service delivery; patient satisfaction; positive relationships; satisfaction variables; operational quality; nursing care; management; healthcare.

DOI: 10.1504/WREMSD.2012.046116

World Review of Entrepreneurship, Management and Sustainable Development, 2012 Vol.8 No.2, pp.135 - 147

Published online: 29 Mar 2012 *

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