INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, vol.8, pp.478-497, 2016 (Journal Indexed in ESCI)
Article / Article
INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
Emerging Sources Citation Index, Scopus
Health service quality, Patient satisfaction, Quality management, Positive word-of-mouth, Public hospital, Repatronate intention, WORD-OF-MOUTH, PHYSICAL SURROUNDINGS, CONSUMER PERCEPTIONS, SATISFACTION, IMPACT, MANAGEMENT, MODEL, CUSTOMERS, PATRONAGE, COMMUNICATION
Purpose - Through the lens of a total quality management approach, this paper aims to examine the effects of health-care service quality on patient satisfaction, repatronage intention (RI) and positive word-of mouth (PWOM) at a public hospital specialized in women and children's diseases. The contribution is to measure and compare patient expectations and perceptions related to the public health service quality.