The Impact of Service Quality on Patient Satisfaction and Revisiting Intentions: The Case of Public Emergency Departments

Conclusions: The study concludes that “overall satisfaction” acts as a mediator between “perceived service quality” and patient “behavioral intentions,” while “perceived waiting time” is the most significant indicator of service quality and the most crucial predictor of ED patient satisfaction. Moreover, it offers empirical evidence concerning the differences in the way patients rate the services offered by a hospital, based on the hospital size and the region it is located (urban or provincial).
Source: Quality Management in Healthcare - Category: Health Management Tags: Original Research Source Type: research