Literature Review Of Quality Service And Customer Satisfaction Theory

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Patients are the most important individuals to any hospital system. Consumer awareness is at an all-time high, and the health care sector is not exempt from scrutiny. Ensuring patient satisfaction has become a strong focal point of many hospitals; they want patients to have a stellar experience from check-in. Overall, patient satisfaction is the key to maintaining a harmonious hospital-patient relationship. “A patient’s expression of satisfaction or dissatisfaction is a judgment on the quality of hospital care in all of its aspects. Whatever its strengths and limitations, patient

Moreover, Al-Ghamdi stated that “Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses” (Al-Ghamdi, 2015, p. 2).

Patient satisfaction is important because is commonly used as an indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. The adequate rate on the expense to be paid by the patient. The knowledge about the issue faced by the patient helps to know the cause of the problem. As c conclusion that patient satisfaction shows that the healthcare facility is successfully in meeting the needs of its patients.

In healthcare, patient satisfaction is an important issue, as it is a derivative of success and quality of the healthcare system. According to Hachem et al. (2014), the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has become a very important standard of measurement used by organizations and patients to analyze patient experience and improve quality initiatives. This has been shown to be effective, as various studies have indicated, demonstrating a relationship between patient perception and quality of care, as well as their satisfaction. Furthermore, these studies have also found patients to be reliable evaluators of their care (Hachem et al., 2014).

After the Patient Protection and Affordable Care Act of 2010 was passed, it required the Centers for Medicare and Medicaid Services to include patient satisfaction in an algorithm for hospital reimbursement (“HCAHPS: Patients ' Perspectives of Care Survey”, Rau). When this change began to go into effect in 2012 hospitals across the nation began to put extensive effort into programs and training that would increase patient satisfaction. In all these efforts, there has been one area that has not received the necessary attention. Studies show that the management in the healthcare field significantly affects patient satisfaction and there must be an increased amount of attention given to this area.

The article I have chosen to discuss provides extensive details on patient satisfaction; its impact on both health care professionals and patients, and its influence on health care delivery. The article “Teamwork. A focus on internal customers can lead to satisfied patients” by Gail Scott posits different strategies that can be applied so that an organization thrives and enjoy a reputation for patient satisfaction.

Hospitals and insurance providers alike as well as the Centers for Medicare and Medicaid Services (CMS) are aiming to measure the value of health care (Morris, Jahangir, & Sethi, 2013). Improving patient satisfaction not only enhances the care a patient receives overall but it can have a major impact on a hospital’s reputation and financial results as well (Hall, 2008).

Patients’ satisfaction and their perceived quality of care given by healthcare providers is increasingly becoming a standard yardstick for the performance of hospitals. However, there is no direct tool and means to measure all the fibers that goes into patients’ satisfaction and perception. This is because the construct is created based

Service coordinators (SCs) are often referred to as the liaisons between patients, the health agency, and the community. Thus, the performance of the SC is greatly influence by the consumers’ experience with the health agency at large (Sriratanabul u & Pimpakovit v s, 2004, P.57). To some patients, SCs are another health related professional that they have to meet with to receive care or during recover (Sriratanabul u & Pimpakovit v s, 2004, p. 57). Therefore, clients’ satisfaction can be defined as the result of matching one’s expectation of healthcare services with actual experiences whether it is pleasant or disappointed (Swartz TA & Bowen DE et al, 2000, p. 65-85).

Being a part of an industrial economy with few natural resources to provide for it, The Center depends on the consistency of patients and its resources to survive. The Center focuses on customer satisfaction by listening to the customer and changing the way we operate to better suit them. Another way The Center achieves a high rate of satisfaction is by understanding who the customer is on an individual level.

According to Kim and KIm (2009), customer satisfaction is often used to predict the likelihood of customers returning to a restaurant. Some studies (Oh, 2000; Yuksel and Yuksel, 2002), have shown that customer satisfaction is important to food service managers through word-of-mouth leads to repeat patronage, brand loyalty and new customers through word-of-mouth promotion. Another opinion from Kotler and Clarke (1987) define satisfaction as a state felt by a person who has experience performance or an outcome that fulfill his or her expectation. Satisfaction is a function of relative level of experience and perceive performance. When using a dimensions Institutional DINESERV, the satisfaction will strengthen customer loyalty and also improve the dining facility’s status and produce greater

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).