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Article

What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy

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School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
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Department of Management Sciences, COMSATS University, Islamabad 44000, Pakistan
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The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea
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School of Economics and Management, Southwest Jiaotong University, Chengdu 610031, China
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Economics department, Bagdad Campus, The Islamia University, Bahawalpur 63100, Pakistan
*
Authors to whom correspondence should be addressed.
Int. J. Environ. Res. Public Health 2019, 16(6), 994; https://doi.org/10.3390/ijerph16060994
Received: 14 February 2019 / Revised: 11 March 2019 / Accepted: 14 March 2019 / Published: 19 March 2019
(This article belongs to the Special Issue Patient Satisfaction with Health Services)
Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communication (p = 0.189) and physical facilities (p = 0.85) had an insignificant relationship with patient satisfaction. Therefore, it is suggested that a significant communication gap exists in the doctor–patient setting, and that Pakistan’s healthcare system is deprived of physical facilities. Consequently, such services need further improvements. View Full-Text
Keywords: measuring patient satisfaction; pharmacy services; laboratory services; doctor-patient communication; physical facilities measuring patient satisfaction; pharmacy services; laboratory services; doctor-patient communication; physical facilities
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MDPI and ACS Style

Hussain, A.; Sial, M.S.; Usman, S.M.; Hwang, J.; Jiang, Y.; Shafiq, A. What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy. Int. J. Environ. Res. Public Health 2019, 16, 994. https://doi.org/10.3390/ijerph16060994

AMA Style

Hussain A, Sial MS, Usman SM, Hwang J, Jiang Y, Shafiq A. What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy. International Journal of Environmental Research and Public Health. 2019; 16(6):994. https://doi.org/10.3390/ijerph16060994

Chicago/Turabian Style

Hussain, Abid, Muhammad S. Sial, Sardar M. Usman, Jinsoo Hwang, Yushi Jiang, and Awaisra Shafiq. 2019. "What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy" International Journal of Environmental Research and Public Health 16, no. 6: 994. https://doi.org/10.3390/ijerph16060994

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