USP Electronic Research Repository

Healthcare service delivery and customer satisfaction - insight from government hospitals in Fiji

Singh, Gurmeet (2011) Healthcare service delivery and customer satisfaction - insight from government hospitals in Fiji. International Journal of Services, Economics and Management, 3 (3). pp. 323-335. ISSN 1740-8849

Full text not available from this repository.

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'.

Item Type: Journal Article
Subjects: H Social Sciences > HC Economic History and Conditions
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Economics (FBE) > School of Management and Public Administration
Depositing User: Ms Shalni Sanjana
Date Deposited: 13 Jun 2011 19:50
Last Modified: 18 Jul 2012 15:30
URI: http://repository.usp.ac.fj/id/eprint/4706
UNSPECIFIED

Actions (login required)

View Item