scholarly journals Determinates Service Quality and Its Effect on Patients' Satisfaction of Private Medical College Hospitals, Rangpur, Bangladesh

2021 ◽  
pp. 91-105
Keyword(s):  
Service Quality ◽  
Secondary Data ◽  
Incentive System ◽  
Service Reliability ◽  
High Quality ◽  
Private Hospitals ◽  
Medical College ◽  
Patients Satisfaction ◽  
Primary Focus

The current research is both exploratory and descriptive in nature, with a primary focus on SERVQUAL aspects of service quality in private hospitals. The study used a quantitative technique to analyze primary and secondary data, and 255 people were interviewed as part of the sample. Patients' perceptions of the quality of service provided by private hospitals are varied, according to the survey. The perceptions of service recipients are positive in certain areas, such as reliability and responsibility, but negative in others, such as cost and communication. The major parameters impacting the total service quality of private hospitals were identified using regression analysis. In terms of service reliability, the most important factors determining patients' overall service quality are concentration (a composite of 11 measures) and responsiveness (a composite of 9 measures). The study found that the quality of hospital treatments is determined by the incentive system in place at these institutions. Because private hospitals are not funded and rely on revenue from customers, the relevant authorities should be more motivated to deliver high-quality services to patients in order to better satisfy their requirements.

Do patients really perceive better quality of service in private hospitals than public hospitals in India?

2019 ◽  
Vol 26 (2) ◽  
pp. 590-613 ◽  
Author(s):  
Swapnarag Swain
Keyword(s):  
Service Quality ◽  
Public Hospitals ◽  
High Income Group ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Perceived Service Quality ◽  
Medical College ◽  
Medical Colleges

PurposeThe purpose of this paper is to compare perceived service quality of public/government and private medical college hospitals.Design/methodology/approachThis study adopts a descriptive, cross-sectional and research design. The research sample includes 340 in patients from six medical college hospitals located in the state of Odisha, India. Primary data are collected through a structured closed ended questionnaire containing 66 items on 1–7 point Likert scale. Statistical tools like factor analysis and ANOVA are performed with the help of SPSS-17 software to analyze the collected data.FindingsThis study identifies 13 dimensions of perceived hospital service quality. The comparative study indicates better performance of public/government hospitals across the technical dimensions of perceived service quality, whereas private hospitals report better performance across majority of the functional dimensions.Originality/valueIn the Indian healthcare system, public hospitals provide low-cost healthcare targeted toward low to middle socio-economic population whereas, large corporate private hospitals provide high-cost healthcare targeted toward high-income group. So the comparison between them produces an obvious result indicating better service quality in private hospitals. Present study minimizes this gap by comparing the service quality of public and private medical college hospitals. Medical colleges ensure access to health services for a larger group of people. Thus, similarity in the segment of population receiving medical services in public and private medical colleges is higher, making the comparison of perceived service quality fairer.

Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals

2017 ◽  
Vol 29 (1) ◽  
pp. 101-117 ◽  
Author(s):  
Ehsan Sadeh
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Valuable Insight ◽  
High Quality ◽  
Private Hospitals ◽  
Content Type ◽  
Hospital Managers ◽  
Patients Satisfaction ◽  
Treatment Services ◽  
Research Findings

Purpose The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals. Design/methodology/approach The current study conducted a review of the existing literature to identify operational dimensions of the research variables. As a result of the review, 17 dimensions were identified; five European foundation for quality management enablers, five SERVQUAL service quality dimensions, four patients’ satisfaction elements and three patients’ loyalty components. To evaluate interrelationships among these 17 research dimensions, decision-making trial and evaluation laboratory technique was applied using experts’ opinions. Findings Several key relations were found among research dimensions. Research findings could provide a scientific insight for hospital managers to understand how they could increase the level of patients’ satisfaction and loyalty through high-quality services provided by quality management enablers. Research limitations/implications This study has been conducted based on the expert’s opinions from private hospitals located in Tehran and Alborz provinces, Iran. Although the results could be useful for hospital managers in different places and could provide them a valuable insight and knowledge, findings are limited to Iranian private hospitals. Originality/value It is taken for granted that patients’ satisfaction and loyalty could increase as a result of high-quality medical and treatment services in hospitals. On the other hand, offering excellent services meeting all the needs and expectations of customers could be consequence product of quality management enablers. Even though satisfaction and loyalty of customers, i.e. patients, is the primary target of quality management, there is little research in the literature as to how enablers of quality management can secure the satisfaction and loyalty through increasing service quality in hospitals. The gap is more critical because the specialized dimensions of four research variables have not been previously integrated into a coherent framework and interrelationships among them have not been studied and clarified in detail. The current study attempts to bridge this gap.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals TQM DI RUMAH SAKIT

2019 ◽  
Author(s):  
vovi tridian ulfah ◽  
Rusdinal ◽  
Hade Afriansyah
Keyword(s):  
Service Quality ◽  
Medical Treatment ◽  
Community Service ◽  
Community Satisfaction ◽  
Private Hospitals ◽  
Number Of Patients ◽  
Satisfaction With Services ◽  
The Prestige

Abstrak¬¬-- a hospital is one of the community service centers that can accommodate people who will undergo medical treatment or care.the increasing number of people in Indonesia has resulted in a large number of patients to be dealt with, and it is evident that we can see that there are currently many private hospitals in circulation, thus reducing the prestige of public hospitals.To improve the quality of the hospital, it is necessary to improve the quality of the hospital, which is a challenge for leaders who are sick, especially in developing service quality, such as services from doctors, nurses, staff and other employees to increase community satisfaction with services. which is given

scholarly journals PERAN GURU BERLATARBELAKANG PENDIDIKAN BERBEDA DALAM PERKEMBANGAN MOTIVASI BELAJAR SISWA

2021 ◽  
Vol 22 (2) ◽  
pp. 168-190
Author(s):  
Zuhri Fahruddin
Keyword(s):  
Secondary Data ◽  
Sampling Technique ◽  
Educational Background ◽  
Learning Motivation ◽  
Data Sources ◽  
Primary Data ◽  
High Quality ◽  
Secondary Data Sources ◽  
Depth Interviews

Abstract: The learning carried out by the teacher in the classroom must develop the quality of learning, one of which is learning motivation, students who are not passionate about learning are not optimal and of high quality, from this goal the reality is still far from expectations, many students are not aware of the importance of studying seriously, there is no passion study, there is no fun in the study room. The sampling technique used is Census Sample (Sample Saturated), while criterion-based selection is used when conducting qualitative research, 30 students as primary data sources, two teachers as secondary data sources. Data collection techniques using in-depth interviews, observation, documentation and questionnaires, while data analysis by reducing data, presenting data, drawing conclusions and verification by means of research stages I and II students and teachers with a Da'wah educational background, stage III and IV student informants and teachers with PAI educational background.

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

scholarly journals Patients’ Satisfaction on Services of Border Guard Hospital, Guimara, Bangladesh

2020 ◽  
Vol 15 (1) ◽  
pp. 13-15
Author(s):  
Md Abdul Wahab ◽  
Farzana Zafreen ◽  
Mohsen Uddin Ahmed ◽  
Md Habibur Rahman ◽  
Md Abdur Razzak
Keyword(s):  
Service Providers ◽  
Armed Forces ◽  
Cross Sectional Study ◽  
Professional Services ◽  
Waiting Room ◽  
Cross Sectional ◽  
Medical College ◽  
Patients Satisfaction ◽  
Attitude Behavior

Introduction: Patients’ satisfaction is one of the established yard sticks to measure success of the hospitals. To improve the quality of services, health organizations use patient satisfaction survey to evaluate their processes delivered. A satisfied patient is more likely to develop a deeper and longer lasting relationship with their medical service providers, leading to improved compliance, continuity of care, and ultimately better outcomes. Objectives: To assess the patients satisfaction with services provided and the infrastructure facilities of Border Guard Hospital, Guimara (BGHG), of Khagrachari district Bangladesh. Materials and Methods: This descriptive cross sectional study was conducted among the patients who attended the outpatient department of BGHG from January to December 2017. Total 1340 patients aged more than 18 years, irrespective of sex, having no serious complications and willing to participate were selected by convenient sampling. Data were collected by semi-structured questionnaire by face to face interview and analyzed by SPSS 21.0. Results: Out of 1340 respondents 53.7% were serving BGB members, 18.3% were BGB families and 28.0% respondents were local residents. Majority of the patients stated that the general basic facilities at the hospital were adequate. Regarding cleanliness 94.7%, waiting room sitting facilities 91.9%, drinking water availability 88.4%, lighting arrangement 96.7%, ventilation arrangement 88.1% and toilet facilities 91.1% respondents reported that the hospital facilities were adequate. Most of the respondents were satisfied with the quality of professional services by all type of staffs of the hospital. Highest 84.9% of the respondents were satisfied with doctors’ attitude, behavior and cooperation. About other staffs; 72.9% respondents were satisfied with attitude, behavior and cooperation of nurses, 71.9% with pharmacists, 71.1% with registration clerk, 75.3%, with information desk, 70.2% with guards and 73.8% with supporting staffs. Conclusion: Patients attended at BGHG was highly satisfied about the infrastructure and the services provided the hospital. But few percentages of patients expressed their dissatisfaction. BGHG authority should keep it up and try to improve further. Journal of Armed Forces Medical College Bangladesh Vol.15 (1) 2019: 13-15

scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

Sign in / Sign up

Export Citation Format

Share Document