Patient satisfaction in Japan
Amira Elleuch
Osaka University of Economics, Osaka, Japan and
School of Information Management, Kobe, Japan
Abstract
Purpose – To extend existing knowledge about health care quality and patient satisfaction by
exploring Japanese context having a different health care system and a different culture from the USA
and Europe.
Design/methodology/approach – A structural equation model is used to explore links between
quality perception and patient satisfaction as well as between patient satisfaction and intentional
behavior relying on 159 Japanese outpatient replies.
Findings – Japanese healthcare service quality is evaluated using its process characteristics
(patient-provider interaction) and physical attributes (settings and appearance). Process quality
attributes were found to be patient satisfaction antecedents. Satisfaction in turn predicts patient
intentional behavior (to return and to recommend). Japanese society cultural specificity seems to be an
interesting background to understand Japanese evaluation when patients assess health service
quality.
Research limitations/implications – The sample investigated is relatively small. The study relied
on a linear approach to assess patient satisfaction and intentional behavior. However, the non-linear
model should yield a better reality fit.
Practical implications – To improve Japanese patient satisfaction, cultural values such as
courtesy, empathy and harmony should be emphasized when delivering medical services. Satisfied
consumers are an important asset for the healthcare provider as they intend to reuse the service and to
recommend it to their families and friends. Both foreign and Japanese providers should adopt a
consumer perspective to enhance the service quality and then to maintain long-term relationships with
their customers.
Originality/value – The study used structural equation analysis to assess patient satisfaction in a
scarcely investigated context. Moreover, the study relies on Japanese society’s cultural characteristics
to