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Issue 5(1), October 2010 -- Paper Abstracts

Girard  (p. 9-22)

Cooper (p. 23-32)

Kunz-Osborne (p. 33-41)

Coulmas-Law (p.42-46)

Stasio (p. 47-56)

Albert-Valette-Florence (p.57-63)

Zhang-Rauch (p. 64-70)

Alam-Yasin (p. 71-78)

Mattare-Monahan-Shah (p. 79-94)

Nonis-Hudson-Hunt (p. 95-106)

JOURNAL OF MANAGEMENT POLICY AND PRACTICE

Are Public Hospitals Responding to Tangible and Reliable Service-Related

Needs of Patients in the New South Africa?

Author(s): Johan de Jager, Thérèse du Plooy

Citation: Johan de Jager, Thérèse du Plooy, (2011) "Are Public Hospitals Responding to Tangible and Reliable Service-Related Needs of Patients in the New South Africa?," Journal of Management Policy and Practice, Vol. 12, Iss. 2, pp.103 - 119

Article Type: Research paper

Publisher: North American Business Press

Abstract:

Understanding the determinants of healthcare satisfaction will lead to the improvement of healthcare

quality in developing countries. In this study, in-patients and out- patients’ expectations, perceptions and

satisfaction related to services’ reliability and tangibility provided by public healthcare in South-Africa

are measured by using SERVQUAL. The major findings were that all patients demand excellent levels of

response, but none of these are currently being met, resulting in dissatisfaction. The findings of this study

could be used to guide public hospitals to render healthcare programmes that are more patient-centred;

and to increase their efficiency in the context of scarce resources.