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Outpatient service quality and doctor-patient relationship: A study in Chinese public hospital
Duan G.2; Qiu L.3; Yu W.2; Hu H.3
2014
Source PublicationInternational Journal of Services, Economics and Management
ISSN17530830 17530822
Volume6Issue:1Pages:97-111
Abstract

The hospitals in China are facing great challenges with the doctor-patient relationship, which requires a study of outpatient service quality. This paper aims to study the impact of outpatient service quality on patient satisfaction, patient trust and willingness to return. Using survey data from a leading public hospital in China, it shows that doctor visiting service quality, examination quality and payment and medicine receipt quality are positively related to patient satisfaction, patient trust and willingness to return. Pre-doctor visiting service quality only has a significant impact on patient satisfaction. Physical environment quality and waiting time do not have a significant impact on patient satisfaction, patient trust and willingness to return.

KeywordOutpatient Service Quality Outpatients Service Quality Patient Satisfaction Patient Trust Willingness To Return Public Hospitals China Healthcare Services Doctor-patient Relationships
DOI10.1504/IJSEM.2014.059725
URLView the original
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Document TypeJournal article
CollectionInstitute of Chinese Medical Sciences
Affiliation1.Chengdu University of Traditional Chinese Medicine
2.Sichuan University
3.Universidade de Macau
Recommended Citation
GB/T 7714
Duan G.,Qiu L.,Yu W.,et al. Outpatient service quality and doctor-patient relationship: A study in Chinese public hospital[J]. International Journal of Services, Economics and Management,2014,6(1):97-111.
APA Duan G.,Qiu L.,Yu W.,&Hu H..(2014).Outpatient service quality and doctor-patient relationship: A study in Chinese public hospital.International Journal of Services, Economics and Management,6(1),97-111.
MLA Duan G.,et al."Outpatient service quality and doctor-patient relationship: A study in Chinese public hospital".International Journal of Services, Economics and Management 6.1(2014):97-111.
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