Influence of Healthcare Service Quality on Patients’ Trust: An Analysis of the Elite Private Hospitals of Dhaka
Trust is known as the belief that patients have towards their caregivers. It is an essential part of the patient-caregiver relationship. Today, it has extended beyond the quality of the relationship between two parties, and influences the outcome of treatment. The core focus of this study is to reveal the influence of the quality of the environment, process and interactions on patients’ trust in the elite private hospitals in Dhaka. The study involved 259 respondents selected through the convenience sampling technique, using a multivariate analysis technique to identify important factors. The results of the analysis indicated that modern equipment, prompt service, respect, professional dress, caring attitude, cleanliness and attractive rooms & toilets have emerged as important factors for determining trust. Among the above 7 factors, modern equipment (5.048), prompt service (3.442) and respect (2.624) were identified as the three most important factors in developing trust due to their higher eigenvalues in comparison to other factors.
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