Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

Hospital healthcare service quality, patient satisfaction and loyalty

2018 ◽  
Vol 35 (6) ◽  
pp. 1195-1214 ◽  
Author(s):  
Taqdees Fatima ◽  
Shahab Alam Malik ◽  
Asma Shabbir
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Service Providers ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Content Type ◽  
Private Healthcare ◽  
Patient Loyalty

Purpose The purpose of this paper is to explain the patients’ views towards private healthcare service providers. The study focussed on hospital service quality and analysed the relative significance of quality measurements in anticipating the patients’ satisfaction and loyalty. The mediating role of patient satisfaction is assessed between quality of hospital healthcare services and patient loyalty. Design/methodology/approach A total 611 patients (both indoor and outdoor) participated in a questionnaire survey from the six private hospitals of capital city, Islamabad, Pakistan. Data were analysed through descriptive statistics, common method variance, reliability, correlation and regression in order to investigate customer perceived service quality and how the quality of services stimulates loyalty intentions towards private service suppliers. Findings Findings depict that private healthcare service providers are attempting to deliver well improved healthcare services to their customers. Results confirmed that better quality of healthcare services inclines to build satisfaction and loyalty among patients. The healthcare service quality aspects (i.e. physical environment, customer-friendly environment, responsiveness, communication, privacy and safety) are positively related with patient loyalty which is mediated through patient satisfaction. Practical implications Findings will help the hospital managers to articulate effective strategies in order to ensure superior quality of healthcare services to patients. The study will induce hospital management to deliver attentions towards the quality of private healthcare service systems and improvements towards the deficient healthcare services. Furthermore, the study will present a clear picture of patient’s behavioural attitudes; satisfaction and loyalty intentions towards the quality of healthcare services. Originality/value The study provides the views and perceptions of patients towards the quality of healthcare services. The healthcare service quality dimensions, i.e., physical environment, customer-friendly environment, responsiveness, communication, and privacy and safety were assessed. Hospital healthcare service quality was examined in order to find out its effect on patient satisfaction and patient loyalty.

Equating the expected and perceived service quality

2017 ◽  
Vol 34 (8) ◽  
pp. 1295-1317 ◽  
Author(s):  
Asma Shabbir ◽  
Shahab Alam Malik ◽  
Saquib Yusaf Janjua
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Healthcare Services ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Private Healthcare

Purpose The purpose of this paper is to investigate patients’ views toward the perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and examined differences in the service quality. Design/methodology/approach The study sample comprises 310 inpatients of public and private healthcare service providers. Self-administered questionnaires were used along a five-point Likert scale and analyzed through the Statistical Package for Social Sciences. GAP analysis was used to observe the difference between expectations and perceived service quality. Findings A cross-sectional study revealed significant quality gaps between the expected and perceived services of public and private healthcare service providers; conversely patients’ expectations are not fully met in both types of hospitals. Private hospitals surpassed in terms of overall perceived service quality from their counterparts. Perceived services were found better in terms of physician medical services in public sector hospitals, while rooms and housekeeping services were found better in terms of private sector hospitals. Practical implications The result can be used by both public and private healthcare service providers to restructure their quality management practices which could only be possible through effective management commitment, regular patients’ feedback and translucent complaint procedures. Originality/value The study conceptualizes the expected and perceived hospital service quality dimensions as an eight-dimensional framework. A comparison between public and private sector hospitals is made to get a better understanding about the differences in the perceived healthcare services among two sectors. Consequences of the study will aid hospital managers and policy makers to get a fuller picture of healthcare services in order to contrive enhancement practices.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

2019 ◽  
Vol 9 (4) ◽  
pp. 432-448 ◽  
Author(s):  
Erdal Aydemir ◽  
Yusuf Sahin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Grey Relational Analysis ◽  
Healthcare Service ◽  
Successful Implementation ◽  
Quality Factors ◽  
Content Type ◽  
Relational Analysis ◽  
Dialysis Center ◽  
Grey Relational

Purpose The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method. Design/methodology/approach This is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors. Findings Results show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers. Practical implications The results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors. Originality/value The study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.

Impact of hospital atmosphere on perceived health care outcome

2015 ◽  
Vol 28 (2) ◽  
pp. 129-140 ◽  
Author(s):  
Ritu Narang ◽  
Pia Polsa ◽  
Alabi Soneye ◽  
Wei Fuxiang
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Service Use ◽  
Service Providers ◽  
Healthcare Quality ◽  
Clinical Effectiveness ◽  
Healthcare Services ◽  
Content Type ◽  
The People ◽  
Developed Nations

Purpose – Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical effectiveness, service use, recommendations and value for money. These studies suggest that patient-independent quality dimensions (structure, process and outcome) are antecedents to quality. The purpose of this paper is to propose an alternative by looking at the relationship between hospital atmosphere and healthcare quality with perceived outcome. Design/methodology/approach – Data were collected from Finland, India, Nigeria and the People ' s Republic of China. Regression analysis used perceived outcome as the dependent variable and atmosphere and healthcare service quality as independent variables. Findings – Results showed that atmosphere and healthcare service quality have a statistically significant relationship with patient perceived outcomes. Research limitations/implications – The sample size was small and the sampling units were selected on convenience; thus, caution must be exercised in generalizing the findings. Practical implications – The study determined that service quality and atmosphere are considered significant for developing and developed nations. This result could have significant implications for policy makers and service providers developing healthcare quality and hospital atmosphere. Originality/value – Studies concentrate on healthcare outcome primarily regarding population health status, mortality, morbidity, customer satisfaction, loyalty, quality of life, customer behavior and consumption. However, the study exposes how patients perceive their health after treatment. Furthermore, the authors develop the healthcare service literature by considering atmosphere and perceived outcome.

Application of an Electronic System to the Management of Medical Records

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Ngoako Solomon Marutha
Keyword(s):  
Service Delivery ◽  
Medical Records ◽  
Quantitative Data ◽  
Healthcare Service ◽  
System Analysis ◽  
Electronic System ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Records Management ◽  
Peace Of Mind

The management of functions in any sector including the healthcare sector is highly dependent on the application of electronic technology to achieve effective results and to give peace of mind to the organisation. The manual modus operandi for the management of medical records in healthcare institutions brings about many discrepancies that regularly result in chaos in healthcare services, which always affects patients negatively. This study sought to investigate the application of an electronic system for the management of medical records in the Limpopo province of South Africa to support healthcare services. The study used a survey questionnaire to collect quantitative data from a sample of 306 (49%) out of a total of 622 records management officials. The response rate was 70.9 per cent (217), and system analysis and observation were applied to augment the quantitative data. The study discovered that the electronic system has not yet been applied for the management of medical records in healthcare institutions but is only used for capturing the personal information and financial status of patients or for billing purposes, although records management modules were available in the same system, and that negatively affects healthcare services and patients directly. The study recommends the application or enhancement of the current business administration system for healthcare patients or the development of a new electronic system to cater for the electronic management of medical records to support healthcare service delivery. The study further proposes a framework for the application of an electronic system for the management of medical records to support healthcare service delivery.

scholarly journals Healthcare service quality-measurement models: a review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Berhanu Endeshaw
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Measurement ◽  
Quality Of Healthcare ◽  
Measurement Model ◽  
Healthcare Services ◽  
Content Type ◽  
Measurement Models

PurposeThe purpose of this study was to review existing healthcare service quality-measurement models.Design/methodology/approachA review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.FindingsAs yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales resembling the generic measures of service quality, which may not be completely appropriate for assessing the perceived quality of healthcare services. Furthermore, previous studies were too narrow, overemphasizing the quality of healthcare only as far as the functional aspect of the services were concerned and paying too little attention to the technical aspects, using the experience of healthcare providers. These results have much room for failures. This is therefore advising healthcare organizations that need to develop their own models for measuring the quality of their services.Originality/valueGeneric models no longer suffice in measuring the quality of healthcare services. Developing countries should try and develop their own models for measuring the quality of healthcare services.

Steering healthcare service delivery: a regulatory perspective

2015 ◽  
Vol 28 (2) ◽  
pp. 173-192 ◽  
Author(s):  
Gyan Prakash
Keyword(s):  
Service Delivery ◽  
Healthcare Service ◽  
State Level ◽  
Hospital Staff ◽  
Patient Survey ◽  
Healthcare Sector ◽  
Public And Private ◽  
Content Type ◽  
Indian State ◽  
Patient’S Perception

Purpose – The purpose of this paper is to explore regulation in India’s healthcare sector and makes recommendations needed for enhancing the healthcare service. Design/methodology/approach – The literature was reviewed to understand healthcare’s regulatory context. To understand the current healthcare system, qualitative data were collected from state-level officials, public and private hospital staff. A patient survey was performed to assess service quality (QoS). Findings – Regulation plays a central role in driving healthcare QoS. India needs to strengthen market and institutional co-production based approaches for steering its healthcare in which delivery processes are complex and pose different challenges. Research limitations/implications – This study assesses current healthcare regulation in an Indian state and presents a framework for studying and strengthening regulation. Agile regulation should be based on service delivery issues (pull approach) rather than monitoring and sanctions based regulatory environment (push approach). Practical implications – Healthcare pitfalls across the world seem to follow similar follies. India’s complexity and experience is useful for emerging and developed economies. Originality/value – The author reviewed around 70 publications and synthesised them in healthcare regulatory contexts. Patient’s perception of private providers could be a key input towards steering regulation. Identifying gaps across QoS dimensions would be useful in taking corrective measures.

Exploring enablers of modularity in healthcare service delivery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gyan Prakash
Keyword(s):  
Service Delivery ◽  
Healthcare Service ◽  
Professional Competence ◽  
Service Providers ◽  
Healthcare Delivery ◽  
Healthcare Services ◽  
Professional Autonomy ◽  
Equation Modeling ◽  
Content Type ◽  
Patient Centric

PurposeThis paper explores the enablers of modular healthcare services.Design/methodology/approachA survey-based approach was adopted with specialised hospitals as the unit of analysis. A structural model was developed based on a literature review and assessed using a cross-sectional research design. A 23-indicator questionnaire was circulated among service providers in the healthcare system across India, and 286 valid responses were received. The data were analysed using partial least squares-structural equation modeling (PLS-SEM).FindingsThe results reveal that professional competence, technological versatility, clear division of tasks, channelised flow of information and professional autonomy act as enablers that may drive modular service delivery.Research limitations/implicationsBy examining service providers' perspectives, this paper highlights the influence of the identified enablers on modular service delivery in healthcare organisations.Practical implicationsFor practitioners, the study provides suggestions for designing patient-centric healthcare services via modular healthcare delivery. The identified structural relationships can facilitate immediate corrective actions and the formulation of future policies. The findings will help practitioners foresee opportunities for patient participation in value co-creation, meet patients' varying needs, decompose service offerings, mix and match components develop sets of rules as interfaces between service modules and design service packages on an ongoing basis.Social implicationsThis study underscores the emergence of patient-centric care and may aid the design of processes that deliver health to the patient as a person.Originality/valueThis paper identifies and empirically validates relationships between healthcare service delivery processes and modular service delivery.

scholarly journals The relationship between healthcare service provision models and patient experience

2021 ◽  
Vol 36 (9) ◽  
pp. 1-24
Author(s):  
Sabina De Rosis ◽  
Chiara Barchielli ◽  
Milena Vainieri ◽  
Nicola Bellé
Keyword(s):  
Service Delivery ◽  
Patient Experience ◽  
Service Provision ◽  
Healthcare Service ◽  
Care Delivery ◽  
Healthcare Services ◽  
Content Type ◽  
Team Working ◽  
The Relationship ◽  
Delivery Models

PurposeUser experience is key for measuring and improving the quality of services, especially in high personal and relation-intensive sectors, such as healthcare. However, evidence on whether and how the organizational model of healthcare service delivery can affect the patient experience is at an early stage. This study investigates the relationship between healthcare service provision models and patient experience by focusing on the nursing care delivery.Design/methodology/approach65 nurses' coordinators were involved to map the nursing models adopted in the healthcare organizations of in an Italian region, Tuscany. This dataset was merged with patient experience measures reported by 9,393 individuals discharged by the same organizations and collected through a Patient-Reported Experience Measures Observatory. The authors run a series of logistic regression models to test the relationships among variables.FindingsPatients appreciate those characteristics of care delivery related to a specific professional nurse. Having someone who is in charge of the patient, both the reference nurse and the supervisor, makes a real difference. Purely organizational features, for instance those referring to the team working, do not significantly predict an excellent experience with healthcare services.Research limitations/implicationsDifferent features referring to different nursing models make the difference in producing an excellent user experience with the service.Practical implicationsThese findings can support managers and practitioners in taking decisions on the service delivery models to adopt. Instead of applying monolithic pure models, mixing features of different models into a hybrid one seems more effective in meeting users' expectations.Originality/valueThis is one of the first studies on the relationship between provision models of high-contact and relational-intensive services (the healthcare services) and users' experience. This research contributes to the literature on healthcare service management suggesting to acknowledge the importance of hybridization of features from different, purely theoretical service delivery models, in order to fit with providers' practice and users' expectations.Highlights This is one of the first studies on the relationship between provision models of nursing care and patient experience.Healthcare services' users appreciate service delivery characteristics identified with “be cared by,” or in other words with having a reference nurse.Nursing models' features that relate to the organizations and that providers tend to judge as professionalizing and evolutive, such as team working, appear not key in relation to patient experience.Pure models of service delivery are theoretically useful, but hybrid models can better meet users' expectations.

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