Assessment on health care service quality and patients’ satisfaction in Ghana

Kybernetes ◽  
2020 ◽  
Vol 49 (12) ◽  
pp. 3047-3068
Author(s):  
Enock Mintah Ampaw ◽  
Junwu Chai ◽  
Biru Liang ◽  
Sang-Bing Tsai ◽  
Joseph Frempong
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Developing Economies ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Hospital Environment ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

scholarly journals Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

2019 ◽  
Vol 16 (23) ◽  
pp. 4736 ◽  
Author(s):  
Arif Jameel ◽  
Muhammad Asif ◽  
Abid Hussain ◽  
Jinsoo Hwang ◽  
Mussawar Hussain Bukhari ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Care Service ◽  
Health Care Service ◽  
Equation Modeling ◽  
Mediating Role ◽  
The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

Health care service quality: a journey so far

2020 ◽  
Vol 27 (6) ◽  
pp. 1893-1927
Author(s):  
Raghav Upadhyai ◽  
Neha Upadhyai ◽  
Arvind Kumar Jain ◽  
Hiranmoy Roy ◽  
Vimal Pant
Keyword(s):  
Health Care ◽  
Literature Review ◽  
Service Quality ◽  
Design Methodology ◽  
Care Service ◽  
Health Care Service ◽  
Professional Service ◽  
Content Type ◽  
Academic Literature ◽  
Measurement Strategies

PurposeHealth care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.Design/methodology/approachSixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.FindingsThe findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.Originality/valueRather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.

scholarly journals PERCEIVED SERVICE QUALITY AND PATIENT SATISFACTION AT PHARMACY DEPARTMENT IN YOGYAKARTA, INDONESIA

2018 ◽  
Vol 10 (2) ◽  
pp. 42 ◽  
Author(s):  
Made Sri Saraswati ◽  
Susi Ari Kristina ◽  
Abdul Karim Zulkarnain
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Quality ◽  
Perceived Service Quality ◽  
Pharmacy Department ◽  
Perception Of Quality ◽  
Education Gaps

Objective: To measure the gap between patients’ expectations and perceptions about services delivered in the pharmacy department.Methods: A questionnaire concerning the perceived quality of health care sent to out-patients in the pharmacy department, in a government hospital in Sleman district, Yogyakarta Province, Indonesia, during a period of 2016. Participants were two hundred patients aged 18 or older responded to the survey and provided their own ratings of the care. The SERVQUAL model was employed, consisting five main dimensions of service, are tangibles, reliability, responsiveness, assurance, and empathy. Description of respondents’ characteristics, quality dimensions and patient satisfaction were examined.Results: In our survey, 54% of patients were female and 46% male. Thirty-one percent of patients were 45-54 y old. Using servqual model we found a gap-0.487 with service quality mean score 2.938; (SD 1.16) and patient satisfaction mean score 3.425 (SD 0.54). Patients with less education were more satisfied than those with more education. Gaps existed between all five expectation categories and ‘overall perception’ of quality. The direction of the gaps indicated higher perceived quality than expected (all statistically significant) with responsiveness domain demonstrating the largest unfavourable gaps.Conclusion: We found the SERVQUAL model to be useful in revealing differences between patients’ preferences and their actual experience in health care service quality.

“Community and health-care service quality in Kosovo”: “a confirmatory analytical approach”

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Myesere Avdyl Hoxha
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Service Providers ◽  
Care Service ◽  
Health Care Service ◽  
Test Theory ◽  
Commercial Application ◽  
Measurement Tool ◽  
Care Providers ◽  
Content Type

Purpose The purpose of this paper is to develop and test a modified service quality (SERVQUAL) model scale for measuring healthcare service quality in Kosovo. Design/methodology/approach An initial dimensions area methodology in construct development, followed by combined exploratory-analytical deductive research with the goal to test theory concepts and validate the measurement tool known from the theory of service quality using new empirical data in a specific context. A cross-sectional survey on a sample of 200 post-encountered patients and using structural equation modelling (SEM) and SEM path analysis to determine satisfaction. Findings The findings confirmed that a six-dimensional scale of SERVQUAL is not appropriate for the Kosovo health-care context. The scale development analysis with a new reduced four-dimensional model can be used to measure health service quality in the Kosovan context. Research limitations/implications The initial study concept was not piloted. It was developed by the researcher based on secondary data. Systematic random sampling was used, which may have resulted in conclusions that are not applicable to the general population. Finally, this study is applicable to the Kosovo context and cannot be generalized nor represent all patients treated in Kosovo hospitals and clinics. However, the above limitations are less significant compared to the importance of carrying out this type of study for the first time in Kosovo. Practical implications This study can help Kosovo health authorities to guide health system-wide improvements and health-care providers to remove quality shortfalls based on a culturally sensitive and validated multiple-item scale for the quality of their service. Originality/value This is the first research conducted to identify which of the service quality dimensions require attention by the health-care service providers in Kosovo and develop a validated tool for patient satisfaction measurement that can be used for commercial application.

scholarly journals Perceived service quality, repeat use of healthcare services and inpatient satisfaction in emerging economy

2018 ◽  
Vol 12 (3) ◽  
pp. 288-306 ◽  
Author(s):  
Rohit Trivedi ◽  
Khyati Jagani
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Physical Environment ◽  
Care Service ◽  
Health Care Service ◽  
Emerging Economy ◽  
Western India ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this study is to understand that how different demographic variables and repeated availing of service from the same doctor or same hospital shape the overall perception of health-care service quality and satisfaction among inpatients admitted in private hospitals in an emerging economy. Design/methodology/approach A self-administered, cross-sectional survey of inpatients using a questionnaire was translated into Hindi and Gujarati. The data were collected from 702 inpatients from 18 private clinics located in three selected cities from Western India. Findings The results indicate that experience with hospital administration, doctors, nursing staff, physical environment, hospital pharmacy and physical environment is significant predictor of inpatient satisfaction. Physical environment was found to be significantly associated with satisfaction only among female inpatient. It was also found that repeat availing of services either from the same hospital or doctor does not increase patient satisfaction. The feasibility, reliability and validity of the instrument that measures major technical and nontechnical dimensions of quality of health-care services were established in the context of a developing country. Originality/value The study makes important contribution by empirically investigating the inpatient assessment of health-care service quality based upon their demographic information and repeated availing of services to understand how repeat visit shapes the service quality perception.

scholarly journals The Impactof Health Care Service Quality on Disabilities Patients' Satisfaction Case Study: ARAB CITY FOR COMPREHENSIVE CARE

2016 ◽  
Vol 5 (4) ◽  
pp. 566-579
Author(s):  
Aysar Mohammad Khashman ◽  
◽  
Moayad Hussein AlObaidi ◽  
Aahmad Hussein Fadli ◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Comprehensive Care ◽  
Patients Satisfaction

Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Firas AlOmari
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Content Type ◽  
Five Dimensions ◽  
Patient’S Perspective ◽  
Care Services ◽  
Patient’S Perception

Purpose The purpose of this paper is to gauge the health-care services from a patient’s perspective in five private hospitals in the Syrian capital Damascus. Design/methodology/approach The five dimensions-SERVQUAL model (tangibility, empathy, assurance, reliability and responsiveness) was implemented to measure the gap between patient’s perception and expectation in health-care service quality. Findings The SERVQUAL tool proved to be reliable and valid in assessing service quality in Syrian health-care setting. The assessment of the service quality from a patient’s perspective shows that all SERVQUAL dimensions were negative except for tangible element that scored (+0.57) gap. Based on patient’s expectation, empathy scored the highest score with (4.37), followed by responsiveness (4.17), reliability (3.90), tangibility (3.82) and assurance (3.45). The widest negative gaps among the 22 SERVQUAL items were related to listening skills of hospital staffs (−1.52) and for spending enough time with patient (−1.81). This study indicated that tangible dimension plays a significant role in balancing the deficiency in other service quality dimensions. In addition, communication skills of medical and paramedical staff should be improved to ameliorate patient’s perception about health-care services. Research limitations/implications This study provides valuable insights into the patient’s perception, but the feedback from hospital staffs (doctor, nurses) and hospital’s senior managers also considered potential rich information sources. This survey is conducted in the capital, and future research should include replication of this study in the other 13 Syrian governorates before generalizing the findings of this research. Practical implications Hospital administrator could use SERVQUAL model to improve their operational performance as well as to benchmark their behavior against other competitors in the health-care market in Damascus. This paper provides valuable information to policymakers and top hospital management to understand patient-centered care and to improve health-care system in Syria. Besides, this research provides a marketing insight to realize what patient expects and how she/he assesses the care service. Originality/value To the author’s knowledge, this is one of very few studies conducted to assess service quality in private health-care sector in Damascus. The main contribution of this study is providing the empirical evidence that the five dimensions-SERVQUAL scale proved to be reliable and valid instrument for measuring and analyzing health-care service quality in Syria.

Does healthcare service quality affect outbound medical tourists’ satisfaction and loyalty? Experience from a developing country

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Shahed Mahmud ◽  
Reshma Pervin Lima ◽  
Md. Mahbubar Rahman ◽  
Shafiqur Rahman
Keyword(s):  
Health Care ◽  
Developing Countries ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Partial Least Square ◽  
Medical Services ◽  
Content Type ◽  
Medical Institutions

Purpose Poor quality of services in the health-care sector of the developing countries like Bangladesh forces affluent patients to seek advanced medical treatment from abroad. The purpose of this study is to explore the outbound medical tourists’ satisfaction and loyalty on the basis of the quality of the health-care service provided by foreign medical institutions. Design/methodology/approach The medical tourists from Bangladesh who have got medical services from Indian medical institutions were taken as a sample by applying a purposive sampling technique. For the measurement of outbound medical tourists’ satisfaction, the dimensions of the HEALTHQUAL model were adopted. A self-administrated questionnaire was the major tool for collecting data from the respondents. Using partial least square-structural equation model multivariate statistical technique and with the aid of SmartPLS software, primary data collected from 218 final respondents were analyzed. Findings The findings of this study reveal that four dimensions of the HEALTHQUAL model, namely, empathy, tangibility, efficiency, and safety have a significant positive impact on building medical tourists’ overall satisfaction, and then the overall satisfaction also has a positive level of significance on building loyalty towards foreign medical service providers. Practical implications The findings of this study can be a helpful instrument for the developing countries to rethink and reshuffle their own existing health-care system for providing quality medical services and at the same time, the medical tourists importing countries to sharpen their existing service quality as well as to attract more medical tourists in the future. Originality/value A handful of research has been carried out, especially focused on health-care service quality measurement and the relationship of health-care service quality with satisfaction and loyalty from the perspective of developing countries outbound medical tourists. Thus, this research work will give a flavor to think of health-care service quality in a different dimension.

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