Research approach and method
The research approach is described as the methodology that is practiced in this investigation to assess the research behind the choice of a specific tool. There is a certain sort of approaches that could be practiced in the research such as inductive and deductive approach. In this investigation, the researcher will apply inductive approach as compared with the deductive approach as it will help to build effective utilization of qualitative data and aids in the deep assessment of research concern (Paul, Mittal, and Srivastav, 2016).
This research approach will enable the investigator to collect the large quantity of information associated with factors influencing the patients’ satisfaction in public and private healthcare services in Australia. It also makes competent to an investigator for addressing the association between factors influencing the patients’ satisfaction and public and private healthcare services. In contrast to this, the deductive approach emphasizes on gathering quantitative data that makes it inappropriate for this investigation (Al-Abri, and Al-Balushi, 2014).
There are certain data gathering techniques that can be practiced in pooling the information associated with factors influencing the satisfaction of patients in public and private healthcare services within the nation of Australia. These techniques are questionnaires, observations, experimentations and trail, focus groups, in-depth interview, and surveys (Spasojevic, Hrabac, and Huseinagic, 2015). In this way, it was identified that focus group entails the making questions with given group in a specified arena such as taste and preference of customers towards the products and services. But, a group member should have possessed a similar demographic factor and should be selected as per the targeted audience. The observation could be also practiced for gathering the primary data. This technique focuses on the assessment of the respondent’s behavior either via interaction or no communication (Hill, and Alexander, 2017).
The other primary data source is an in-depth interview that would be beneficial for estimating the quality of healthcare to the citizen. This could be estimated via making the communication between participants and moderator. In this type of interview, there is no limit to certain sets of the question in communication with target customers i.e. patients. Another source of primary data would be implemented is both a questionnaire and survey as, it is an effective technique in order to conduct the primary investigation (Shabbir, Malik, and Malik, 2016).
Sample size and selection
Sampling is the process that could be practiced for choosing the individual from the high amount of population to take the observation through statistical assessment. This procedure is practiced for selecting the feasible respondents in order to conduct the primary data gathering. There is two sampling technique such as probability and non-probability techniques that could be implemented for selecting the right patients for gathering the primary information (Kaura, Durga Prasad, and Sharma, 2015). In this research, stratified probability sampling will be used wherein an investigator categorizes the whole population into different strata and subgroups and then randomly chooses the final respondents into diverse strata (Raza, Jawaid, and Hassan, 2015).
Moreover, through a stratified sampling technique, 172 healthcare givers would be selected from private together with public health centers. This investigation would provide the benefits to 2400 potential patients. These patients would be selected from both urban and rural health centre locations. This research involves patients who are above 18 years and have experience in general practices.
Type of research (Qualitative/Quantitative)
For this research, a mixed research design would be chosen in order to complete the main objectives of the research. Since, this type of research contains the feature of both qualitative and quantitative research. In this type, quantitative research design will be practiced for measuring the response of respondents. Along with, an investigator will practice qualitative research design to assess the factors affecting customer’s satisfaction in private and public sector companies (Cook, 2017). Mixed research design could be used by a researcher for avoiding the issues and obstacles that could be used during the investigation. Since, this investigation relies on the theoretical and practical aspects regarding the customer’s satisfaction. Thus, mixed research design would be viable for assessing the liaison amid factor influencing the customer’s satisfaction, and public and private sector companies (Raza, Jawaid, and Hassan, 2015).
The proposed method of analysis
The recorded information from using the questionnaire should have detailed data such as measurement techniques, dates, method of gathering, unit practiced in measurement and pooling place. These techniques are very vital for declining the confusion during the procedure of assessing the gathered information. Moreover, numerical facts and figures are gathered using printed datasheets and later altered to the format of the spreadsheet. In this investigation, the statistical assessment would be attained via using the IBM SPSS existed for window system (Cook, 2017). The collected information will be demonstrated as inter-quartile range such as amid twenty-fifth and seventy-fifth percentile. It will also analyse through mean, standard deviation and presents variable normal distribution. For classifying the variables, counts and percentage are to be analyzed. Along with this, logistic regression for the information could be applied and every item recorded for statistical assessment as a dichotomous variable. Moreover, the five scale responses could be categorized into different factors such as satisfied patients are denoted as i.e. excellent, very good, and good and unsatisfied patient is denoted as i.e. fair or poor patients. Moreover, A p-value of <0.05 could be considered as significant in this investigation (Raza, Jawaid, and Hassan, 2015).
Proposed outcomes from this research
This investigation would be beneficial for gaining the understanding of the factors affecting the satisfaction of patient in private and public healthcare services in Australia. Moreover, this research will be significant for solving the complaint of patients by conducting the pre and post patient’s survey. It would be also effective for the promotion of adequate care by focusing on pre and post a patient survey with a health giver survey. It will create the awareness about the safe and healthy environment by developing pre and post environment supervision with check-ups.
Al-Abri, R., and Al-Balushi, A. 2014. Patient Satisfaction Survey as a Tool towards Quality Improvement. Oman Medical Journal, 29(1), 3–7. https://doi.org/10.5001/omj.2014.02
Cook, S., 2017. Measuring customer service effectiveness. UK: Routledge.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty measurement. UK: Routledge.
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Paul, J., Mittal, A. and Srivastav, G., 2016. Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), pp.606-622.
Raza, S.A., Jawaid, S.T. and Hassan, A., 2015. Internet banking and customer satisfaction in Pakistan. Qualitative Research in Financial Markets, 7(1), pp.24-36.
Shabbir, A., Malik, S.A. and Malik, S.A., 2016. Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management, 33(5), pp.538-557.
Spasojevic, N., Hrabac, B., and Huseinagic, S. 2015. Patient’s Satisfaction with Health Care: a Questionnaire Study of Different Aspects of Care. Materia Socio-Medica, 27(4), 220–224. https://doi.org/10.5455/msm.2015.27.220-224