Purpose

This study aims to investigate the difference in the pattern of influence of perceived service quality on insured and uninsured patients’ satisfaction levels.

Design/methodology/approach

This study follows a cross-sectional primary research design. A questionnaire survey method is implemented to collect primary data from 322 respondents who have received medical care during the past 1 year. A total of 168 respondents had a subscription to health insurance and 154 of them were without health insurance coverage. Data is analysed through factor analysis and multiple regression with SPSS-26.

Findings

This study identifies a critical difference in the pattern of influence of perceived service quality on patient satisfaction in the case of insured and uninsured patients. This difference is mainly related to the number of technical and functional service quality dimensions as significant predictors of insured and uninsured patients’ satisfaction.

Originality/value

The present study extends the existing body of knowledge related to perceived service quality and patient satisfaction with an interesting observation. Technical dimensions of perceived service quality act as equally important drivers of patient satisfaction in the case of both uninsured and insured patients. However, more number of functional service quality dimensions act as important drivers of patient satisfaction in the case of insured patients compared to uninsured patients. This serves as an important takeaway for health-care managers/administrators to identify areas of service quality need to be strengthened.

中文翻译：

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衡量感知服务质量对投保和未投保患者满意度的影响

目的

本研究旨在调查感知服务质量对参保和未参保患者满意度影响模式的差异。

设计/方法/方法

本研究遵循横断面主要研究设计。采用问卷调查法，收集近1年接受过医疗护理的322名受访者的原始资料。共有 168 名受访者订阅了健康保险，其中 154 人没有健康保险。数据采用SPSS-26进行因子分析和多元回归分析。

发现

本研究确定了在保险和未保险患者的情况下，感知服务质量对患者满意度的影响模式的关键差异。这种差异主要与作为参保和未参保患者满意度的重要预测因子的技术和功能服务质量维度的数量有关。

原创性/价值

本研究通过有趣的观察扩展了与感知服务质量和患者满意度相关的现有知识体系。对于未投保和投保的患者，感知服务质量的技术维度同样是患者满意度的重要驱动因素。然而，与未参保的患者相比，更多的功能性服务质量维度在参保患者的情况下成为患者满意度的重要驱动因素。这对于卫生保健经理/行政人员来说是一个重要的收获，以确定需要加强的服务质量领域。