scholarly journals Patient’s Perception and Expectation of Service Quality in an Endoscopic Ward

2016 ◽  
Keyword(s):  
Service Quality ◽  
Patient’S Perception

scholarly journals An Analysis of Outpatients’ Perceived Service Quality and Satisfaction in Selected Private Hospitals of Kathmandu

2018 ◽  
Vol 2 (1-2) ◽  
pp. 69
Author(s):  
Paridhi Pathak
Keyword(s):  
Service Quality ◽  
Health Care Facilities ◽  
Primary Data ◽  
Strongly Correlated ◽  
Private Hospitals ◽  
Perceived Service Quality ◽  
Care Facilities ◽  
Patient’S Perception ◽  
Structured Questionnaire

<p>Patients’ perceptions about health services, especially about service quality, are becoming increasingly important. It might shape confidence and subsequent behaviors with regard to their choice and usage of the available health care facilities. The study examines the primary satisfaction with a private hospital experience and estimate the effect that each of these construct will have on future behavioral intensions. More specifically, it measures patient’s perceptions of service quality and assesses the dimensions of service quality exert strongest influence on customer satisfaction. The study is based on primary data, which collected from outpatients in the ten selected private hospitals of Kathmandu valley via self-administered and structured questionnaire survey. Convenience sampling method is applied for the study that constituted of 200 outpatients from private hospitals. The present study is based on the SERVPREF model in which independent variables are tangibles, responsiveness, empathy, reliability and assurance whereas the dependent variable is overall satisfaction of the patients. The findings of this study show that 72 percent of the respondents are satisfied with the overall quality of the hospitals; 5 percent are dissatisfied and 18 percent are neutral. It also reveals that satisfaction of the outpatients is irrespective of their genders, age, income level and education. Among all constructs the most positive perceptions are seen in the assurance dimension of the hospitals followed by tangibles, responsiveness, reliability and empathy. Additionally, it is seen that responsiveness dimension is the most strongly correlated dimension with overall satisfaction; while the other dimensions have weak to moderate positive correlation. Overall, a positive relationship is found between patient’s perception of service quality and their satisfaction.</p><p>Journal of Business and Social Sciences Research, Vol. 2, No. 1 &amp; 2, pp. 69-84</p>

scholarly journals Improvement Priorities: Public Hospital Service Quality

2018 ◽  
Vol 248 ◽  
pp. 03007
Author(s):  
M. Dachyar ◽  
Farizal ◽  
Alicia Ti
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Public Hospital ◽  
Public Hospitals ◽  
Hospital Services ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Expectation Gap ◽  
Patient’S Perception ◽  
Hierarchy Process

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.

scholarly journals Patients' Perceptions in Inpatient Service Quality and its Effect on Patient Loyalty with Patient Satisfaction as Mediation Variable

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Octa Lidya Ghaisani Amin ◽  
Wisnu Untoro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Inpatient Service ◽  
Validity And Reliability ◽  
Patients Satisfaction ◽  
Patient Loyalty ◽  
Patient’S Perception ◽  
Positive Effect

<p>This study aims to empirically test the patient's perception of the quality of inpatient services, and its effects on the loyalty of the patient, with patient satisfaction as a mediation variable. Data collection was performed by using five points Likert scales with judgment sampling approach. The study involved 160 patients of the dr. Prijonegoro Hospital, Sragen. Descriptive analysis was conducted followed by measurement analyses to ensure the validity and reliability. This research found that inpatient service quality has a significant positive effect on patients' satisfaction, patient satisfaction positively affect patients' loyalty, and patients' satisfaction partially mediated the effect of inpatient service quality on patient loyalty. Therefore, by improving the quality of services, it is expected that the patients were satisfied and then loyal after satisfied with inpatient service quality in the hospital.</p>

scholarly journals Patients' Perceptions of food Service Quality at Royal Prima Hospital Medan

2020 ◽  
Vol 2 (1) ◽  
pp. 197-209
Author(s):  
Lidia Marianne Anggreni Simanjuntak ◽  
Destanul Aulia ◽  
Albiner Siagian
Keyword(s):  
Service Quality ◽  
Food Service ◽  
Case Study Approach ◽  
Study Approach ◽  
Sense Of Satisfaction ◽  
Willingness To Use ◽  
Patient’S Perception ◽  
Depth Interviews

This study deals with patients' perceptions of food service quality at Royal Prima Hospital Medan. Someone's perception in evaluating the quality of service will greatly affect customer satisfaction. From someone's perception, it will produce a sense of satisfaction or dissatisfaction with the service. And this will greatly affect the desire or willingness to use or use the service. This type of qualitative research will be used is a case study approach with in-depth interviews with informants. The case study approach focuses intensively on one particular object that studies it as a case. Based on HTA assessment that the patient's perception of nutritional service at Royal Prima Hospital is still in accordance with what is expected of the patient's wishes. It can be concluded that the method of serving food at the hospital is good in its implementation, where the waitress in serving food greets the patient by mentioning the patient's identity to adjust whether the diet given is right for the intended patient. Therefore, the assessment based on HTA has met the MOH standards.

Quality measurement of Indian commercial hospitals – using a SERVQUAL framework

2018 ◽  
Vol 25 (3) ◽  
pp. 815-837 ◽  
Author(s):  
Sadia Samar Ali ◽  
Arati Basu ◽  
Nilesh Ware
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Improve Patient Care ◽  
Healthcare Services ◽  
Primary Data ◽  
Private Hospitals ◽  
Content Type ◽  
Indian Patients ◽  
Patient’S Perception

Purpose The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients. Design/methodology/approach A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to be discharged from private hospitals of Delhi and NC. A set of questionnaires is administered to collect responses on expected and perceived service qualities. Findings The paper reviews and discusses the importance of service quality for Indian patients using the SERVQUAL gap model as the measure of service quality. The results gave an overview of the perspectives of Indian patients on the quality of service in private hospitals. Patients indicated best satisfaction in some dimensions of services, namely, the tangible dimension of “hospitals provide ample parking spaces,” empathy dimension of “Doctors are never too busy to respond to my request”, assurance dimension of “I can depend on Doctor/Nurse,” and in the responsiveness dimension of “employees always communicate truly” on hospital matters. Research limitations/implications The first limitation is in the scope of sample, that is research findings are limited to Delhi. The second limitation is that the research should have been done in two parts, that is by contacting the patient before they take the services and after the service encounter. Third limitation – for a better understanding, the analysis should have been performed on the gap between the patient’s perception and the perception of the medical service provider about the customer’s perception. Practical implications This research would be beneficial to healthcare organizations to do their best to achieve greater patient satisfaction. The findings of the paper that, for all dimensions, the patient’s perception is always higher than the expectation suggests that in the Indian healthcare segment, there is a need of dissemination of information regarding the most modern medical facilities. Originality/value This current research is concluded with the suitability of a model that can be used to find the levels of patient satisfaction for healthcare services. The present study is based on primary data and offers a systematic procedure that could form the cornerstone for providing further insights into the conceptual and empirical comprehension of patients perceived service quality and its constituents. The current emergency medicine patient’s service dilemmas are a complex interaction of patients and physician factors specifically targeting efficiency and patient satisfaction. The awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medico-legal risk and improve patient care if a tailored management plan is formulated.

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.

scholarly journals PENGARUH KUALITAS PELAYANAN APOTIK YANG TERDIRI DARI TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY TERHADAP KEPUASAN PASIEN PADA RSUD PANGERAN JAYA SUMITRA KOTABARU - KALIMANTAN SELATAN

KINDAI ◽  
2021 ◽  
Vol 17 (2) ◽  
pp. 260-270
Author(s):  
Wahyu Rofian Noor
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Regression Models ◽  
Sampling Technique ◽  
Physical Evidence ◽  
Multiple Regression Models ◽  
Patient Will ◽  
Patient’S Perception

ABSTRACT: Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal. Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study were all patients at the Jaya Sumitra Hospital, Kotabaru, South Kalimantan, totaling 94 people. The researcher used the Slovin sampling technique. Analysis of the data in this study using a multiple regression models. The results of this study indicate that physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) to patient satisfaction. Keywords: Physical Evidence (Tangible), Reliability (Reliability), Responsiveness (Responsiveness), Attention (Empathy), Assurance (Assurance) and Patient Satisfaction   ABSTRAK : Kualitas sangat mempengaruhi kepuasan pasien, yang mana pasien akan merasa puas jika persepsi pasien terhadap kualitas pelayanan sesuai yang diharapkan pasien. Dan akan merasa tidak puas jika kualitas pelayanannya tidak sesuai yang diharapkan. Dengan hasil kualitas pelayanan yang minim tentunya kepuasan pasien juga tidak maksimal.  Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh Bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), perhatian (empathy), dan jaminan (assurance) terhadap kepuasan pasien. Populasi dalam penelitian ini adalah seluruh pasien di RSUD Jaya Sumitra Kotabaru Kalimantan Selatan yang berjumlah 94 orang. Peneliti menggunakan teknik pengambilan sampel Slovin. Anailisis data dalam penelitian ini menggunakan model regresi berganda. Hasil penelitian ini menunjukkan bahwa Bukti fisik (tangible), keandalan (reliability), daya tanggap (responsiveness), perhatian (empathy), dan jaminan (assurance)berpengaruh  terhadap kepuasan pasien. Kata kunci: Bukti Fisik (Tangible), Keandalan (Reliability), Daya Tanggap (Responsiveness), Perhatian (Empathy), Jaminan (Assurance) Dan Kepuasan Pasien

TQM: Evaluating service quality.

1993 ◽  
Vol 45 (3) ◽  
pp. 31-33 ◽  
Author(s):  
Gregory D. Chowanec
Keyword(s):  
Service Quality
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