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Liczba wyników
2016 | z. 87 | 9--33
Tytuł artykułu

Determinants of Patient'S Satisfaction on Service Quality Dimensions in the Nigeria Teaching

Treść / Zawartość
Warianty tytułu
Uwarunkowania satysfakcji pacjenta w zakresie wymiarów jakości w szpitalach w Nigerii
Języki publikacji
EN
Abstrakty
Celem badań jest wykorzystanie Analitycznego Procesu Hierarchii (AHP) w szacowaniu wyznaczników satysfakcji pacjentów w zakresie świadczenia usług w sześciu publicznych szpitalach klinicznych, znajdujących się w południowo-zachodniej Nigerii.(abstrakt oryginalny)
EN
This study investigates the use of Analytic Hierarchy Process (AHP) in estimating the determinants of patients' satisfaction towards service delivery in six public teaching hospitals located in southwest Nigeria.(original abstract)
Rocznik
Numer
Strony
9--33
Opis fizyczny
Twórcy
  • University of Lagos
  • University of Lagos
  • University of Lagos
Bibliografia
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  • 3. Crow R., Gage H., Hampson S., Hart J., Kimber A., Storey L., Thomas H.: The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technology Assessment, 6 (32), 2002, p. 221-244.
  • 4. Davies A.R., Ware J.E. Jr: Involving consumers in quality of care assessment. Health Affairs, 7, 1998, p. 33-48.
  • 5. Donabedian A.: Evaluating the quality of medical care. Milbank Memorial Fund Quarterly, 44(3), 1996, p. 166-206.
  • 6. Dolan J.G., Bordley D.R.: Involving patients in complex decisions about their care: an approach using the analytic hierarchy process. Journal of General Internal Medicine, 8(4), 1993, p. 204-209.
  • 7. Donabedian A.: Explorations in quality assessment and monitoring. Ann Arbor (Michigan): Health Administration Press. 1980, p. 3-28.
  • 8. Donabedian A.: The quality of care: how can it be assessed? Journal of the American Medical Association, 260, 1988, p. 1743-1748.
  • 9. Ferris L.E., Williams J.I., Llewellyn-Thomas H.A., Basinski A.S.H., Cohen M.M., Naylor C.D.: A guide to direct measures of patient satisfaction in clinical practice. Canadian Medical Association Journal. 146, 1992, p. 1727-1731.
  • 10. Gavran L., Jašarević E., Hasanica N.: Patient satisfaction with primary care: are there differences between the approaches in family and general medicine? Medicinski Glasnik, (Zenica); 10(2), 2013, p. 379-384.
  • 11. Gotlieb J.B., Grewal D., Brown S.W.: Consumer satisfaction and perceived quality: complimentary or divergent constructs, Journal of Applied Psychology, 79 (6), 1994, p. 875-85.
  • 12. Harrison M.: Cultural Materialism: The Struggle for a Science of culture. New York Ransom House, 2001.
  • 13. Hummel J.M., Rossum W.V., Verkerke G.J.: Assessing medical technologies in development. A new paradigm of medical technology assessment. International Journal Technology Assess Health Care, 16(4), 2000, p. 1214-1219.
  • 14. Kleinsorge I.K., Koenig H.F.: The silent customers: measuring customer satisfaction in nursing homes. Journal of Health Care Marketing, 11(4), 1991, p. 2-13.
  • 15. Levesque J., Bogoch E.R., Cooney B., Johnston B.: Improving patient satisfaction with time spent in an orthopedic outpatient clinic. Canada Journal Surgeon. 3, 2000, p. 431-436.
  • 16. Makoul G., Arnston P., Schofield T.: Health promotion in primary care: physician- patient communication and decision making about prescription medication. Social Science and Medicine, 41, 1995, p. 1241-1254.
  • 17. Muhondwa E.P.Y., Leshabari M.T., Mwangu M., Mbembati N., Ezekiel M.J.: Patient Satisfaction at the Muhimbili National Hospital in Dar Es Salaam, Tanzania. East African Journal of Public Health, 5(2), 2008, p. 67-73.
  • 18. Mulye R.: An empirical comparison of three variants of the AHP and two variants of Conjoint Analysis. Journal of Behavioral Decision Making, 11, 1998, p. 263-280.
  • 19. Ogunfowokan O., Mora M.: Time, expectation and satisfaction: Patients' experience at National Hospital Abuja, Nigeria. African Journal Primary Health Care Family Medical. 4(1), 2012, p. 398-416.
  • 20. Ofili A.N., Ofovwe C.E.: Patients' assessment of efficiency of services at a teaching hospital in a developing country. Annals of African Medicine, 4(4), 2012, p. 150-153.
  • 21. Ogunyemi O., Ibiwoye A., Oyatoye E.O.: Analytic Hierarchy Process for prioritizing production functions: Illustration with pharmaceutical data. Journal of Economics and International Finance, 3 (14), 2011, p. 749-760.
  • 22. Parasuraman A., Berry L.L., Zeithaml V.A.: Understanding customer expectations of services. Sloan Management Review. 32, 1991, p. 39-48.
  • 23. Pakdil F., Harwood T.: Patient Satisfaction in a Preoperative Assessment Clinic: An Analysis Using SERVQUAL Dimensions. Total Quality Management, 16(1), 2005, p. 15-30.
  • 24. Royal Pharmaceutical Society. From compliance to concordance: towards shared goals in medicine taking. Royal Pharmaceutical Society, London 1997.
  • 25. Saaty T.L.: Highlights and critical points in the theory and application of the Analytic Hierarchy Process. European Journal of Operational Research, 74, 1994, p. 426-447.
  • 26. Scholl A., Manthey L., Helm R., Steiner, M.: Solving multi-attribute design problems with analytic hierarchy process and conjoint analysis: an empirical comparison. European Journal of Operational Research, 164, 2005, p. 760-777.
  • 27. Sharifi M., Baraz S., Mohammadi F., Ramezani M., Vardanjani E.A.: Patients Perception and Satisfaction of the Ambulance Service (115) at Shahrekord, Iran. Life Science Journal, 9(4), 2012, p. 2196-2201.
  • 28. Solayappan A., Jayakrishnan J., Velmani S.: Quality Measurement for Hospital Services International Conference on Information and Financial Engineering, 12, 2011, p. 46-250.
  • 29. Sreenivas T., Babu N.S:. A Study on Patient Satisfaction in Hospitals (A Study on three Urban Hospitals in Guntur District, Andhra Pradesh) International Journal. Management Research. & Business Strategy (IJMRBS), 1(1), 2012, p. 14-23.
  • 30. Tateke T., Woldie M., Ololo S.: Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia. African Journal Primary Health Care Family Medicine, 4(1), 2012, p. 34-43.
  • 31. Taylor S.A.: Distinguishing service quality from patient satisfaction in developing health care marketing strategies, Hospital and Health Services Administration, 39(2), 1999, p. 221-236.
  • 32. Thompson A.G., Sunol R.: Expectations as determinants of patient satisfaction: concepts, theory and evidence. International Journal Quality Health care, 7, 1995, p. 127-141.
  • 33. Turris S.A.: Unpacking the concept of patient satisfaction: a feminist analysis, Journal of Advanced Nursing, 50 (3), 2005, p. 293-298.
  • 34. Umar I., Oche M.O., Umar A.S.: Patient waiting time in a tertiary health institution in Northern Nigeria, Journal of Public Health and Epidemiology, 3(2), 2011, p. 78-82.
  • 35. Umeano-Enemuoh J.C., Onwujekwe O.E., Uzochukwu B.S.C., Ezeoke O.P.: Patients' satisfaction and quality of care in Tertiary institution in Southeast Nigeria. International Research Journal of Basic and Clinical Studies, 2(2), 2014, p. 14-19.
  • 36. Weinberger M., Greene J.Y., Mamlin J.J.: Patient perceptions of health care at a University-based ambulatory care clinic. Journal of Ambulance Care Management. 4, 1981, p. 55-64.
  • 37. Williams B.: Patient satisfaction: A valid concept? Social Science Medicine, 38, 1994, p. 509-516.
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171425600

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