The effect of employee ability, hospital’s ethic and leadership on job satisfaction through employee commitment

2018 ◽  
Vol 37 (1) ◽  
pp. 40-52 ◽  
Author(s):  
Ria Mardiana Yusuf
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Indirect Effect ◽  
Structural Equation ◽  
Health Care Services ◽  
Employee Commitment ◽  
Type A ◽  
Survey Instrument ◽  
Content Type

Purpose The purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment. Design/methodology/approach A survey instrument is using to collect the data and to measure the effect of employee ability, perceived ethic, and leadership directly to the quality of inpatient health care services was developed. This study also used the self-perception, leadership evaluation and customer evaluation questionnaires. The effects among variables were also analysed by using the structural equation modelling method. Findings The results of the analysis show that the survey instrument was reliable and valid; the implementation of hospital ethic was more emphasised on the nurses (as a front liners); the study proved that there is a direct and indirect effect among variables of employee ability, hospital’s ethic, and leadership to the service quality through the employee commitment; the direct effect of employee commitment variables against the service quality was significantly negative. Research limitations/implications Analyses are developed within the context of a government single hospital of Type A. According to the time sequence of study, this field of study research considered for purpose only (one time study), and was not conducted for experimental study. Originality/value This paper’s main contribution is to propose and empirically test a set of constructs that complement the effect of employee ability, hospital’s perceived ethic, leadership on the service quality of inpatient health care through the employee commitment direct and indirectly in the Type A hospital.

The effects of service quality and perceived price on revisit intention of patients: the Malaysian context

2020 ◽  
Vol 12 (4) ◽  
pp. 541-558
Author(s):  
Kim Piew Lai ◽  
Yuen Yee Yen ◽  
Chong Siong Choy
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Structural Equation ◽  
Health Care Services ◽  
Health Care Service ◽  
Content Type ◽  
Care Services ◽  
Revisit Intention ◽  
Medical Fees ◽  
Perceived Price

Purpose This paper aims to investigate the effects of service quality and perceived price (monetary and behavioural price) on the revisit intention of patients to hospitals, as well as the mediating role of perceived price on the relationship between service quality and revisit intention. Design/methodology/approach This paper distributes questionnaires to outpatients in three major cities in Malaysia, namely, Penang, Melaka and Johor. Patients who were in the foyer, dispensary area and waiting area were intercepted where their responses were sought. The responses obtained from 400 patients were analysed using the structural equation modelling technique. Besides analysing the path coefficients, this study has examined the common method variance, bias and indirect effects of the relationships. Findings The results suggest that patients pay more attention to certain values in their search for the best health-care service and subsequently move on to new values. Pricing is an effective strategy to promote favourable behavioural intentions amongst patients. Better service quality is reflected in the reasonableness of monetary costs incurred by patients in acquiring health-care services. Patients who received poor services will be more likely to compare such services to the medical costs incurred to ascertain the worthiness of the amount paid. In addition, service quality also influences how patients perceive spending their time and efforts (waiting for nurses and physicians, as well as queueing in hospitals) as worthy and vice-versa. Their revisit intention will also be affected by the extent of which they invest their time, energy and efforts to search for relevant information. Practical implications The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity. This is imperative in view of the pricing structure which can be relatively complex in subsequent follow-up treatments that may affect the decision of patients on the sources of health-care services. Originality/value Given the inevitable increase in medical fees, the perceived price can be a key determinant to the overall judgement patients had in terms of the health-care services received and the time and efforts sacrificed. However, the importance of monetary price and the behavioural price is still relatively unstudied, particularly their influence on revisit intention in the health-care setting.

Hospital information systems in developing countries: a state-of-the-art systematic review

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jie Lei ◽  
Jianming Liu ◽  
Wu Li
Keyword(s):  
Health Care ◽  
Information System ◽  
Developing Countries ◽  
Health Care Services ◽  
Developed Countries ◽  
Future Research ◽  
Local Conditions ◽  
Content Type ◽  
The Government

Purpose Hospital information system (HIS) can be examined as a vital factor for developing the quality of health care and cost managing. There exists abundant literature on HISs, but implementation-based literature of HIS is rare, typically about progressive countries. However, a study that can comprehensively review published articles is scarce. Therefore, this paper aims to examine the systematic and comprehensive study of HIS in developed countries. Together, the benefits and harms relevant to HIS’s different mechanisms have been considered, and the fundamental challenges of them are addressed to design more efficient HIS in the future. Design/methodology/approach HIS has been used globally for numerous years and is now being used in a wide area. HIS is broadly used in clinical settings. Information technology (IT) and information system have been suggested as a required piece to solve the health-care-related issues. Hence, to improve HIS’s ability, this paper conducted a review method concentratating on research related to HIS until 2019. A total of 21 papers were recognized and examined as principal research for the summary. Findings The authors found that HIS can help in reduction of medical mistakes, enhancement doctors’ performance and increase in the quality of the care provided. HIS management can be used to provide better health-care services. Therefore, HIS must be sensible and use clear structures. The authors conclude that, generally, with an increase in awareness, acceptability and the need for HIS worldwide, there will be more strategies and approaches available. Research limitations/implications First, this paper provides an outline of the status of HIS. Second, it identifies some distinct research gaps that could be worth studying. Some flawless work may be removed because of applying some filters to select the original articles. Surveying all the papers on the topic of HIS is impossible, too. Practical implications Design and sustainability of HIS is still a big issue for most developing countries, despite its wide usage in the developed countries. The technology is changing rapidly, so the field should be reviewed regularly. This paper suggests a suitable framework that will guide HIS in the local conditions of developing countries. Social implications The government will be assisted by the suggested solving ways in its performance and design of electronic health-care projects. Originality/value The study brings the viewpoints on the state of HIS mechanisms in developing countries. The paper’s results can offer visions into future research requirements. By providing comparative information and analyzing the current growths in this area, this study will support researchers and professionals to understand the progress in HIS mechanisms better.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India

2016 ◽  
Vol 10 (1) ◽  
pp. 48-74 ◽  
Author(s):  
Rama Krishna Naik Jandavath ◽  
Anand Byram
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Indirect Effect ◽  
Health Care Service ◽  
The Body ◽  
Behavioural Intention ◽  
Content Type ◽  
Behavioural Intentions ◽  
Academic Knowledge

Purpose The purpose of this paper is to investigate the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India. Design/methodology/approach Based on Parasuraman et al.’s SERVQUAL variables, the study tried to identify the effects of each variable to patient satisfaction and behavioural intentions. Data were collected through systematic random sampling among 500 in-patients of corporate hospitals with minimum four days stay were considered for the in-patients’ sample. Structural equation modelling technique was used to investigate the effect of HCSQ dimensions on patient satisfaction and behavioural intention. Findings The findings suggest that in addition to “patient satisfaction”, the only HCSQ dimension that directly affects behavioural intention is “empathy”. In addition, “empathy” affects “responsiveness”, “assurance” and “tangibles” which, in turn, have only an indirect effect to behavioural intention through “patient satisfaction”. Research limitations/implications This research investigated the HCSQ dimensions effects on patient satisfaction and behavioural intention from the perspective of patients and corporate hospitals run by the private players. This paper contributes to the body of academic knowledge by shedding more light into the role of HCSQ dimensions, and especially “empathy”, in the intentions for corporate hospital patients. Practical implications An understanding of the direct and indirect effect of HCSQ dimensions on patient satisfaction and behavioural intentions is important to corporate hospital marketing managers because it offers them the opportunity to take certain actions for improving patients’ satisfaction and these actions increase their intention to revisit. Originality/value The paper manages to investigate the effects of HCSQ dimensions on patient satisfaction and behavioural intention, especially in the health-care marketing sector.

A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities

2015 ◽  
Vol 57 (3) ◽  
pp. 343-359 ◽  
Author(s):  
Ali Bassam Mahmoud ◽  
Bayan Khalifa
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Support Staff ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Higher Education System

Purpose – The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities’ students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach – A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings – The findings revealed that SERVPERF in the Syrian universities’ context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications – Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities’ administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value – This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

2015 ◽  
Vol 32 (5) ◽  
pp. 486-502 ◽  
Author(s):  
Faizan Ali ◽  
Bidit Lal Dey ◽  
Raffaele Filieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Convenience Sample ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

scholarly journals Students’ perceptions and behavior toward on-campus foodservice operations

2020 ◽  
Vol 34 (1) ◽  
pp. 13-28 ◽  
Author(s):  
Ruth Annette Smith ◽  
Andrea White-McNeil ◽  
Faizan Ali
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Black College ◽  
Equation Modeling ◽  
Value For Money ◽  
Content Type ◽  
Food And Beverage ◽  
Quality Of Food ◽  
The Impact

Purpose The purpose of this paper is to determine the students’ perceptions of an on-campus foodservice operation at an identified historically black college and university (HBCU) and its effect on their satisfaction and dining frequency. Design/methodology/approach A survey of 685 students was conducted to collect data. Partial least squares based structural equation modeling is used to test the proposed structural model with SmartPLS 3.0. Findings Results confirm that quality of food, ambience, value for money, food and beverage options and service quality have a positively significant impact on students’ overall satisfaction with the on-campus foodservice operation and dining frequency. As such, all the hypotheses are supported. Research limitations/implications These findings indicate that on-campus foodservice operators should focus on quality of food, ambience, value for money, food and beverage options and service quality to achieve student satisfaction. This in turn could positively impact the institution’s reputation, student retention and the marketability of the institution to future students. Originality/value This study would help on-campus foodservice operators to better understand the impact of the various elements of foodservice experience which will lead to students’ overall satisfaction and dining frequency, particularly in a HBCU setting.

Frontline nurses’ appraisal of organizational attractiveness and the role of management support, interdepartmental collaboration climate and service quality of care

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Terje Slåtten ◽  
Gudbrand Lien
Keyword(s):  
Quality Of Care ◽  
Service Quality ◽  
Structural Equation ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Management Support ◽  
Organizational Attractiveness ◽  
Content Type ◽  
Climate Management

Purpose This paper aims to examine the factors related to organizational attractiveness (OA), a concept originating in the strategy of employer branding. Previous research on OA has predominantly adopted the perspective of external applicants. In contrast, the present study takes the perspective of internal and current employees, extending further the scope of studies on OA. Design/methodology/approach Quantitative data were collected from a survey consisting of a sample of 164 nurses, all employees of public hospitals. Confirmatory factor analysis and structural equation modeling were used to analyze the data. Furthermore, the indirect effects were tested by mediator analysis. Findings Interdepartmental collaboration climate, management support and service quality of care were shown to have a positive effect on OA, with the three factors explaining 45% (R2 = 0.45) of OA. The relationship between management support and OA was found to be mediated through the interdepartmental collaboration climate, and that between the interdepartmental collaboration climate and OA was found to be mediated through the service quality of care. Originality/value This study contributes to an understanding of OA from a current employee perspective. Specifically, it reveals how the three factors of interdepartmental collaboration climate, management support and service quality of care influence and shape the perception of current employees (nurses) toward the attractiveness of their organization.

scholarly journals Does e-HRM improve labour productivity? A study of commercial bank workplaces in Pakistan

2018 ◽  
Vol 40 (2) ◽  
pp. 281-297 ◽  
Author(s):  
Naveed Iqbal ◽  
Mansoor Ahmad ◽  
Matthew M.C. Allen ◽  
Muhammad Mustafa Raziq
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Structural Equation ◽  
Large Scale ◽  
Labour Productivity ◽  
Content Type ◽  
Mediating Role ◽  
Hrm Practices

Purpose Drawing on data from a unique, large-scale survey, the purpose of this paper is to examine the links between e-HRM and perceived labour productivity both directly and through the mediating role of HR service quality amongst commercial-bank workplaces in Pakistan, many of which have introduced e-HRM. Design/methodology/approach The authors use partial least squares structural equation modelling to examine the direct links between e-HRM and productivity as well as the mediated links between e-HRM, perceived HR service quality and productivity. Findings The authors show that e-HRM practices have a statistically significant, positive effect on managers’ perceptions of labour productivity. The authors also reveal that e-HRM practices influence the quality of HR service, and that the quality of HR services fully mediates the relationship between e-HRM practices and managers’ perceptions of labour productivity. Practical implications The results highlight the importance of designing and implementing e-HRM systems so that they support organisation workflow and enable workers to carry out a range of HR and non-HR activities more efficiently. In particular, this study suggests that managers should focus on how e-HRM impacts on HR service quality in a holistic way, as this is the “route” via which e-HRM can improve labour productivity. Originality/value Existing research has demonstrated a link between e-HRM and the quality of HR services; however, these studies downplay the potential impact of e-HRM on labour productivity, a key organisational outcome and one that e-HRM aims to improve. This study contributes to the HRM literature by identifying how e-HRM can improve labour productivity by enhancing the perceived HR service quality. This study, therefore, provides the basis for future theory developments in this area.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

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