The role of hospital service quality in developing the satisfaction of the patients and hospital performance

Jeen Su Lim, Kee Sook Lim, John H. Heinrichs, Khulud Al-Aali, Alamzeb Aamir, Muhammad Imran Qureshi

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)
7 Downloads (Pure)


This paper aimed to examine a conceptual model for the relationships between hospital service quality, patient satisfaction, hospital utilization, and hospital financial performance. A total of 176 hospitals was selected from California State for this study. The standardized performance measures were used together with precisely defined specifications and standardized data-collection protocols. First, an exploratory factor analysis with Varimax rotation was performed. The measurement properties were then assessed in a confirmatory factor analysis (CFA). The analysis results show that quality had a significant effect on satisfaction, which, in turn, affected the financial performance. The results provide support for the previous findings indicated that service quality was positively associated with patient satisfaction and that satisfaction and utilization had a significant positive effect on financial performance. The analysis results provide support for the previous findings that hospital service quality is positively related to patient satisfaction. The findings also show that patient satisfaction and hospital utilization have a significant positive effect on hospital financial performance.

Original languageEnglish
Pages (from-to)1353-1362
Number of pages10
JournalManagement Science Letters
Issue number12
Publication statusPublished - 9 Sep 2018

Bibliographical note

Funding Information:
Patient satisfaction shows a significant effect on hospital financial performance with a path coefficient of 0.24 but shows no significant effect on hospital utilization. These results support Hypothesis 2a but do not support Hypothesis 2b. Increased patient satisfaction leads to better hospital financial performance but does not necessarily increase hospital utilization. As expected, the path coefficient of 0.27 from hospital utilization to hospital financial performance is significant at the 0.05 level. Hypothesis 3 is supported by the results.

Publisher Copyright:
© 2018 by the authors; licensee Growing Science, Canada.


Dive into the research topics of 'The role of hospital service quality in developing the satisfaction of the patients and hospital performance'. Together they form a unique fingerprint.

Cite this