IJSTR

International Journal of Scientific & Technology Research

IJSTR@Facebook IJSTR@Twitter IJSTR@Linkedin
Home About Us Scope Editorial Board Blog/Latest News Contact Us
CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT
QR CODE
IJSTR-QR Code

IJSTR >> Volume 7 - Issue 4, April 2018 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



What About The Kingship Of The Patient Client Of Private Hospital?

[Full Text]

 

AUTHOR(S)

Rosalie Christiane NGA NKOUMA TSANGA

 

KEYWORDS

Patient – Client focus – Private Hospitals - Satisfaction

 

ABSTRACT

Is the principle of customer kingship observed as far as the patient base Private Hospitals (PHs) is concerned? This research aims to answer this question and make proposals to help these health structures achieve better patient satisfaction. To this end, forty-two semi-directive interviews and two hundred and seventy questionnaires dished out to PHs' heads and patients on client orientation and sources of satisfaction. The results show that, from the supply perspective, five devices are used by PHs to check the quality of their services: suggestion boxes, image barometers, competitive intelligence, benchmarking and satisfaction surveys. From the demand perspective, the results show that five dimensions (environment, ethics, technique, result and consideration) are potential sources of satisfaction of PHs’ patients, but the patient, although treated well, is not the King that he/she wants to be due to non-respect of commitments made by heads of these PHs.

 

REFERENCES

[1] Donada ,C. & Nogatchewsky, G. (2008), Le client est Roi, in Critique en Management (CriM) & Al., Petit breviaire des idées reçues en management, La Découverte, Cahiers libres, 68- 77

[2] Parasuraman, A. & Al. (1985), A conceptual model of service quality and its implication for future research, Journal of Marketing (Fall), 41-50

[3] Goudarzi, K. & Guenoun, M. (2010), Conceptualisation et mesure de la qualité perçue des services publics (QSP dans une collectivité territoriale), Politique et Management Publics Vol 27, N° 3, 30-49

[4] Llosa, S. (1997), Analyse de la contribution du service à la satisfaction : un modèle Thétraclasse, Décisions Marketing, 10, 81-88

[5] Merdinger-Rumpler,(2009), Contribution des éléments du service à la satisfaction du patient hospitalisé. Une application du modèle Tétraclasse, Décisions Marketing, N° 63, janv- mars, 43- 53

[6] Zarei, E & Al (2015), An empirical study of the impact of service quality on patient satisfaction in private hospital, Iran, Global Journal of Health, 7, 1, 1-9

[7] Théra, T. & Al. (2014), Evaluation de la qualité des soins obstétricaux et la satisfaction des usagers dans le district de Bamako, Cahiers de Santé Publique, Vol 13, N° 1, 48- 55

[8] Drabo, K. M. (2015), Satisfaction des malades du Sida pris en charge à l’hôpital de District sanitaire de Dafra. Etat des lieux, Santé Publique, Vol 27, N° 5,739-47

[9] Saxe, R. & Weitz, B.A. (1982), The SOCO Scale: A Measure of the Customer Orientation-Selling Orientation of Salespeople, Journal of Marketing Research, 19, 343-351

[10] Balakrishnan, S. (1996), Benefits of customer and competitive orientations in industrial markets, Industrial Marketing Management, 25, 4, 257-269

[11] Zhu, Z. & Nakata, C. (2007), Reexamining the link between customer orientation and business performance: the role of information systems, Journal of Marketing Theory and Practice, 15, 3, 187-203

[12] Narver, J. C & Slater, S. F. (1990), The effect of a market orientation on business profitability, Journal of Marketing, 54, 20-35

[13] Jaworsky, B. & Kohli, A. K. (1993), Market orientation: antecedents and consequences, Journal of Marketing, 57, 3, 53- 70

[14] Brady, M.K. & Cronin, J.J. (2001), Customer orientation: effects on customer service perceptions and outcome behaviours, Journal of Service Research, 3, 3, 241-251

[15] Kohli, A.K. & Jaworski, B.J. (1990), Market rientation: the construct, research propositions and managerial implications, Journal of Marketing, 54, 2, 1-18

[16] Kohli, A.K. & Al. (1993), MARKOR : a measure of market orientation, Journal of Marketing Research, 30, 4, 467-477

[17] Matsuno, K. & Mentzer, J. T. (2000), The Effects of Strategy Type on the Market Orientation-Performance Relationship, Journal of Marketing, 64(4), 1-16

[18] Gatignon, H. & Xuereb, J.M. (1997), Strategic orientation of the firm and new product Performance, Journal of Marketing Research, 34, 1, 77-90

[19] Homburg, C. & Pflesser, C. (2000), A multiple-layer model of market-oriented organizational: Measurement issues and performance outcomes, Journal of Marketing Research, 37, 4, 449-462

[20] Becker, J. & Homburg, C. (1999), Market-oriented management: a system based perspective, Journal of Market- Focused Management, 4, 1, 17-41

[21] Gotteland, D. & Al, (2007), L’orientation marché : synthèse et nouvelles directions théoriques, Recherche et Applications Marketing, Vol.22, N°1, 45- 59

[22] Lambin, J. & Chumpitaz, C.R. (2006), L'orientation-marché est-elle une stratégie rentable pour l'entreprise?, Recherche et Applications en Marketing, 21, 2, 1-29

[23] Clarkson, M.B. E. (1995), A Stakeholder framework for analyzing and evaluating Corporate Social Perfomance, Academy of Management Review, 20, 1, 92-117

[24] Deshpande, R., Farley, J., Sc Webster, F. (1993), Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis, Journal of Marketing, 57,1, 23-37

[25] Maignan, I. & Ferrell O.C. (2004), Corporate social responsibility and marketing: an integrative framework, The Journal of the Academy of Marketing Science, 32, 1, 3-19

[26] Ferrell, O. C. & Al (2010), From Market Orientation to Stakeholder Orientation, Journal of Public Policy & Marketing, 29, 1, 93-96

[27] Brown, T.J. & Al (2002), The Customer Orientation of Service Workers: Personality Trait Effects on Self- and Supervisor Performance Ratings, Journal of Marketing Research, 39, 110-119

[28] Julien, A. (2010), L’implantation de l’orientation- marché et la création d’une nouvelle relation bancaire, Revue Management & Avenir, Vol 1, N° 31, 267- 286

[29] Goff, G. & Al. (1997), The influence of salesperson. Selling behaviour on customer satisfaction with products, Journal of Retailing, Vol 73, No. 2, 171-184

[30] Langerak, F. (2001), Effects of market orientation on the behaviours of Salespersons and purchasers, Channel relationships and Performance of Manufacturers, International Journal of Research in Marketing, Vol.8, and N ° 3, p. 221-234

[31] Oliver, R.L. (1980), A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, 17, 4, 460–469

[32] Kano, N. & Al. (1984), Attractive quality and must be quality, Hinshitsu: The journal of Japanese Society for Quality Control, April, 39-48

[33] Carman, JM. (1990), Consumer perceptions of service quality: an assessment of the Servqual dimensions, Journal of Retailing, Vol 66, 33-55

[34] Sirieix, L. & Dubois, P.L. (1985), Vers un modèle qualité- satisfaction intégrant la confiance, Recherches & Applications Marketing, 14, 3, 1-22

[35] Jick, X. & Todd, D. (1979), Mixing qualitative and quantitative methods: triangulation in action, Administrative Science Quarterly, Vol 24, N° 4, 602- 611

[36] Guével & Pommier, J (2012), Recherche par les méthodes mixtes en santé publique : enjeux et illustration, Santé Publique, (1), Vol 24, 23- 28

[37] Sower, V. & Al. (2001), The dimensions of service quality for hospital : development and use of the KQCH scale , Health Care Management Review, N° 26, Issue 1, 47-59

[38] Michrafy, M. (2002), Logistique hospitalière et mesure de la qualité de service, Logistique & Management, Vol 10, N°1, 37-51

[39] Kumar, A. G. & Al. (1984), Service quality at hospital. A study of Apollo hospital in Mysore, Journal of Business and Management, Vol 4, Issue 1, Sept - Oct, 1-7

[40] Ragaigne, A. (2011), Les fonctions d’évaluation des services publics par la satisfaction des usagers, entre discipline et apprentissage, Comptabilité- Contrôle- Audit, Vol 2, Sept, 113- 136

[41] Bowers, M.R. & Al (1994). What attributes determine quality and satisfaction with healthcare delivery ?, Health Care Management Review, Vol. 19 N° 4, 49-55.

[42] Hall, J. A. & Dorvan, M. C. (1988), What patients like about theirmedical care and how often they are asked: a meta-analysis of the satisfaction littérature, Social Science &Medicine, Vol 20, N° 21, 9- 19