The effect of hospital service quality on patient's trust
Joint Authors
Arab, Muhammad
Zarei, Ihsan
Daneshkohan, Abbas
Khabiri, Ruqayah
Source
Iranian Red Crescent Medical Journal
Issue
Vol. 17, Issue 1 (31 Jan. 2015), pp.1-5, 5 p.
Publisher
Publication Date
2015-01-31
Country of Publication
United Arab Emirates
No. of Pages
5
Main Subjects
Topics
Abstract EN
Background : The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him / her.
One of the main determinants of patient’s trust is the service quality.
Objectives : This study aimed to examine the effect of quality of services provided in private hospitals on the patient’s trust.
Patients and Methods : In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010.
Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed.
Data were analyzed using descriptive statistics and multivariate regression.
Results : The mean score of patients' perception of trust was 3.80 and 4.01 for service quality.
Approximately 38 % of the variance in patient trust was explained by service quality dimensions.
Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient’s trust, but the quality of the environment had no significant effect on the patients' degree of trust.
Conclusions : The interaction quality and process quality were the key determinants of patient’s trust in the private hospitals of Tehran.
To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.
American Psychological Association (APA)
Zarei, Ihsan& Daneshkohan, Abbas& Khabiri, Ruqayah& Arab, Muhammad. 2015. The effect of hospital service quality on patient's trust. Iranian Red Crescent Medical Journal،Vol. 17, no. 1, pp.1-5.
https://search.emarefa.net/detail/BIM-524634
Modern Language Association (MLA)
Zarei, Ihsan…[et al.]. The effect of hospital service quality on patient's trust. Iranian Red Crescent Medical Journal Vol. 17, no. 1 (2015), pp.1-5.
https://search.emarefa.net/detail/BIM-524634
American Medical Association (AMA)
Zarei, Ihsan& Daneshkohan, Abbas& Khabiri, Ruqayah& Arab, Muhammad. The effect of hospital service quality on patient's trust. Iranian Red Crescent Medical Journal. 2015. Vol. 17, no. 1, pp.1-5.
https://search.emarefa.net/detail/BIM-524634
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 5
Record ID
BIM-524634