Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery

2021 ◽  
Vol 12 (1) ◽  
pp. 111-126
Author(s):  
Shefali Srivastava
Keyword(s):  
Technology Integration ◽  
Service Delivery ◽  
Structural Equation ◽  
Service Providers ◽  
Healthcare Services ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Internal Customer ◽  
Organizational Orientation

The paper identifies the enablers of value co-creation (VCC) in the healthcare context which in result enhances service delivery capability. A 45-item questionnaire was circulated among service providers in the healthcare system, including doctors, nurses, and system staff all over India. A cross-sectional research design was used to assess the research's framework. A total of 294 valid responses were received. Validity and reliability analyses were performed using SPSSv23 and AMOSv22, and the hypotheses were tested using structural equation modeling. Results reveal that organizational orientation, technology integration and internal service quality (ISQ) are the enablers of value co-creation in healthcare services context from the internal customer perspective. Future researchers may explore the inter-relationships among the enablers of VCC process. The study provides practitioners with suggestions to facilitate service delivery capability by leveraging organizational orientation, technology integration, and ISQ in the VCC process.

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

2018 ◽  
Vol 7 (3.30) ◽  
pp. 393
Author(s):  
Marcellia Susan ◽  
. .
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Clinical Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Care Process ◽  
Primary Data ◽  
Equation Modeling ◽  
The Public

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.  

scholarly journals Factors affecting the acceptance of blended learning in medical education: application of UTAUT2 model

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Seyyed Mohsen Azizi ◽  
Nasrin Roozbahani ◽  
Alireza Khatony
Keyword(s):  
Medical Education ◽  
Blended Learning ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Intention To Use ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Behavioral Intention To Use

Abstract Background Blended learning is a new approach to improving the quality of medical education. Acceptance of blended learning plays an important role in its effective implementation. Therefore, the purpose of this study was to investigate and determine the factors that might affect students’ intention to use blended learning. Methods In this cross-sectional, correlational study, the sample consisted of 225 Iranian medical sciences students. The theoretical framework for designing the conceptual model was the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). Venkatesh et al. (2012) proposed UTAUT2 as a framework to explain a person’s behavior while using technology. Data were analyzed using SPSS-18 and AMOS-23 software. Structural equation modeling technique was used to test the hypotheses. Results The validity and reliability of the model constructs were acceptable. Performance Expectance (PE), Effort Expectance (EE), Social Influence (SI), Facilitating Conditions (FC), Hedonic Motivation (HM), Price Value (PV) and Habit (HT) had a significant effect on the students’ behavioral intention to use blended learning. Additionally, behavioral intention to use blended learning had a significant effect on the students’ actual use of blended learning (β = 0.645, P ≤ 0.01). Conclusion The study revealed that the proposed framework based on the UTAUT2 had good potential to identify the factors influencing the students’ behavioral intention to use blended learning. Universities can use the results of this study to design and implement successful blended learning courses in medical education.

An Exploration of Antecedents of Initial Trust in M-Payments

2021 ◽  
Vol 19 (4) ◽  
pp. 80-102
Author(s):  
Hemantkumar P. Bulsara ◽  
Esha A. Pandya
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Mobile Network ◽  
Negative Influence ◽  
Equation Modeling ◽  
Mobile Service ◽  
Cross Sectional Survey ◽  
Initial Trust ◽  
Cross Sectional

This study aims to investigate factors influencing the formation of consumers' initial trust in m-payments in a developing country such as India. Despite being considered a significant pre-adoption factor, initial trust in m-payments has remained underexplored. To fulfill this research gap, a cross-sectional survey of 1,087 respondents has been conducted, and the analysis has been done using factor analysis and structural equation modeling. Results indicate that consumers' awareness about m-payments and perceived integrity of mobile service providers positively influence initial trust, whereas perceived risks have a significant negative influence, and perceived opportunism of service provider has a marginally significant influence on the formation of initial trust. The findings will be helpful to the m-payment vendors, mobile network operators, and technology providers to enhance trust-building mechanisms in mobile payment systems that can have a positive impact on the adoption and usage of m-payments.

Aggression at the service delivery interface: Do you see what I see?

2008 ◽  
Vol 14 (2) ◽  
pp. 180-192 ◽  
Author(s):  
Loraleigh Keashly ◽  
Joel H Neuman
Keyword(s):  
Service Delivery ◽  
Service Provider ◽  
Service Providers ◽  
Temporal Dynamics ◽  
Healthcare Services ◽  
Department Of Veterans Affairs ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Research Attention ◽  
Us Military

AbstractAggression at the service delivery interface (the point of contact between service provider and service recipient) has become a focus of much recent research attention. However, much of what we know is based on cross-sectional survey data – which tells us little about the underlying dynamics within specific aggressive incidents. Further, these data are often collected from the perspective of the service provider alone. For this study, we focused on specific hostile interactions during the delivery of healthcare services and gathered data from the perspectives of service providers and service recipients. Drawing on interviews with US Department of Veterans Affairs (VA) staff and US military veterans, we categorised and compared each party's attributions for the initiation of hostile (unpleasant) encounters. We found that staff and veterans had different perspectives on the nature of precipitating factors and that the initial attribution for the event was linked to differences in subsequent responding. These findings are discussed in terms of their insight into the temporal dynamics of aggressive events and their implications for the prevention and management of hostility at the service delivery interface.

Enhancing Modularity in Healthcare Services Through Integration

2019 ◽  
Vol 15 (3) ◽  
pp. 97-110
Author(s):  
Shefali Srivastava ◽  
Gyan Prakash
Keyword(s):  
Health Service ◽  
Service Delivery ◽  
Structural Equation ◽  
Structural Model ◽  
Service Providers ◽  
Healthcare Services ◽  
Partial Least Square ◽  
Least Square ◽  
Modular Architecture ◽  
Modular Systems

The objective of this article is to identify and validate the theoretical relationships between facilitators of modular architecture in healthcare service delivery context. The relationships among heterogeneity in healthcare services, coordinated care pathways, organisational orientation, integrated supply chain performance and modularity in health service delivery were explored. A structural model was developed based on a literature review. A 35-item questionnaire was circulated among service providers in the healthcare system all over India. A cross-sectional research design was used to assess the framework of research. The random sampling method was adopted to collect data. A total of 127 valid responses were received. Data analysis was performed using partial least square structural equation modelling (PLS-SEM).Results reveal that modular architecture can be achieved by building an environment which has coordinated and integrated efforts of service providers incorporated with enhanced organisational orientation. The study added insights to the theory of modular systems. The authors recognise that modularity helps in enhancing the patient-centric orientation. The findings provide potentially important information to health service managers and providers, enabling them to understand the requisites of modular architecture. This is the first study exploring the relationships between facilitators of modularity in healthcare services. The study complements literature on service modularity with reference to specialised care unit of maternity services.

scholarly journals The Effect of Enterprise Risk Management on Ameliorating Competitive Advantage: A Cross-Sectional Study of Software Houses in Pakistan

2021 ◽  
Vol 29 (4) ◽  
pp. 2525-2543
Author(s):  
Sameeta Javaid ◽  
Faheem Aslam
Keyword(s):  
Risk Management ◽  
Organizational Culture ◽  
Competitive Advantage ◽  
Structural Equation ◽  
Enterprise Risk Management ◽  
Primary Data ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Enterprise Risk

In the current dynamic environment, organizations need a more anticipatory and effective risk management system. Implementing the holistic Enterprise Risk Management (ERM) process will perceive, analyze, and assess risks as they must be regarded from the entire enterprise’s perspective. The research aims to empirically analyze the effect of ERM practices on the Competitive Advantage (CA) and examine the moderating role of Organizational Culture (OC) in the Software industry of Pakistan. The primary data were obtained from 250 respondents through the questionnaire method. The validity and reliability were analyzed by using Structural Equation Modeling Analysis, PLS Algorithm, and Bootstrapping. The results show that the implementation of ERM has a significant effect on firms’ competitive advantage. The analysis supports the hypothesis and identifies the positive moderating effect of organizational culture in carrying out ERM programs, which can enhance organizational competitiveness. This study is useful for managers to help them in the planning and decision-making phase so that they can act responsibly in a rapidly changing environment and consider organizational culture as one of the key factors of the ERM program that helps accomplish organizational competitiveness.

scholarly journals Factors Influencing the Usage of Broadband for the Youth and Adolescent in Bangladesh: A Cross-Sectional Study

2020 ◽  
Vol 1 (2) ◽  
pp. 14-29
Author(s):  
Dewan Muhammad Nur-A Yazdani ◽  
Tanvir Abir ◽  
Kaniz Kakon ◽  
Shaikh Sabbir Ahmed Waliullah ◽  
Taha Husain
Keyword(s):  
User Satisfaction ◽  
Social Networking Sites ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Modeling ◽  
Maintenance Cost ◽  
Cross Sectional ◽  
Broadband Internet ◽  
Different Levels

Purpose: This study aimed at examining the adoption factors of broadband internet and exploring the factors which make difference between service providers. Approach/Methodology/Design: Purposive sampling was employed to select the sample. To collect data from social media users, a close-ended Google Form questionnaire was administered through social networking sites and 376 responses were obtained. The data was analyzed using partial least squares structural equation modeling (PLS-SEM, 3.1). Model estimation was performed with r2, Q2, and the effect size f2 that describes the path effect from exogenous construct to endogenous construct. Findings: This study revealed that the participants, despite having the barriers, were reasonably satisfied at different levels and it was a major motivation in the use of broadband. The use of broadband internet has not yet been improved substantially in Bangladesh due to the minimal internet speed, lack of decent standard of quality, and high maintenance cost. However, the study revealed that customer or user satisfaction created a huge positive impact on value creation. It was also statistically significant supporting the hypothesis of the study. Practical Implications: The results of the study provide the broadband companies with an idea about broadband preference, assisting them in analyzing the variables closely to get more loyal customers. Originality/value: The study revealed that the degree of total frustration is below ten per cent, even though the severe challenge is considered very small. The study also showed that most of the participants were reasonably satisfied at different levels and it was a major motivation in the use of broadband.

Flexibility, collaboration and relationship quality in the logistics service industry

2018 ◽  
Vol 30 (3) ◽  
pp. 555-570 ◽  
Author(s):  
Shihyu Chou ◽  
Chi-Wen Chen ◽  
Ya-Ting Kuo
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Logistics Service ◽  
Antecedents And Consequences

PurposeThe purpose of this paper is to examine the relationship between competitive capabilities, including flexibility and collaboration between logistics service providers (LSPs) and their customers, and relationship quality, as measured by trust, dependence and commitment.Design/methodology/approachA total of 309 logistics managers were invited to participate in this study and structural equation modeling was performed to analyze the measurement and structural models.FindingsThe results show that both flexibility and collaboration positively influence trust and dependence. Moreover, dependence does not appear to influence commitment. Finally, the authors hypothesize and find that trust plays an important role in the research model and positively increase commitment.Research limitations/implicationsThe main limitation of this study is that this study used a cross-sectional survey approach to collect data on all research variables. Compared with longitudinal data, cross-sectional data might not be able to demonstrate completely the temporal sequence of the antecedents and consequences, which might result in spurious cause-effect inferences.Practical implicationsThe findings offer several important implications for LSPs. First, the findings imply that LSPs need to make their customers want to share useful information related to operations and logistics. Second, flexibility plays an important role in forming customers’ trust in logistics service industry.Originality/valueLittle research has been done on combining a resource-based view (RBV) and relationship marketing (RM) together in logistics service context. Therefore, this study advances the RBV and RM and adds value to the literature by demonstrating the applicability of the observed relationships among LSPs.

Customer’s patronage decision toward health insurance products

2018 ◽  
Vol 30 (1) ◽  
pp. 62-83 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Fadi Abdel Muniem Abdel Fattah ◽  
Mahmud Zaman ◽  
Hasliza Hassan
Keyword(s):  
Factor Analysis ◽  
Health Insurance ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Dominant Role ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this paper is to examine the influence of service quality, customer’s satisfaction and religiosity on customer’s patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer’s patronage decision. The influence of customers’ satisfaction as mediation between service quality and customer’s patronage decision was also measured. Design/methodology/approach A structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses. Findings The findings indicate that customers’ religiosity behavior has a significant influence on customer’s patronage decision for selecting health insurance products. The results also indicated that the role of customer’s satisfaction as a mediator in between the relationship of service quality and customer’s patronage decision is significant. Research limitations/implications This research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services. Practical implications This study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products. Originality/value The study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer’s satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.

The excellence of patient-centered healthcare

2018 ◽  
Vol 30 (2) ◽  
pp. 153-167 ◽  
Author(s):  
Andrea Moretta Tartaglione ◽  
Ylenia Cavacece ◽  
Fabio Cassia ◽  
Giuseppe Russo
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation ◽  
Patient Empowerment ◽  
Chronically Ill ◽  
Healthcare Services ◽  
Healthcare Management ◽  
Equation Modeling ◽  
Patient Centered ◽  
Cross Sectional ◽  
Content Type

Purpose Nowadays, international healthcare agendas are focused on patient centeredness. Policies are aimed at improving patient’s satisfaction by enhancing patient empowerment and value co-creation. However, a comprehensive model addressing the relationships between these constructs has not so far been developed. The purpose of this paper is to develop and test a model which explains the effects of patient empowerment and value co-creation on patients’ satisfaction with the quality of the services they experience. Design/methodology/approach The links between patient satisfaction, empowerment and value co-creation are theoretically outlined via an in-depth literature review. The resulting model is tested through a survey administered to 186 chronically ill patients. The results are analyzed through covariance-based structural equation modeling. Findings The results show that patient empowerment positively influences value co-creation which, in turn, is positively related to patient satisfaction. In addition, the analysis reveals that patient empowerment has no direct effects on satisfaction. Research limitations/implications Although the cross-sectional design made it possible to clearly estimate the relationships among variables, it overlooked the longitudinal dimensions of co-creation processes. Practical implications The study provides practitioners with suggestions to design patient-centered healthcare services by leveraging on patient knowledge, participation, responsibility in care and involvement in the value-creation process. Originality/value Over the last decade, healthcare management literature has shifted its focus from healthcare organizations to patients. The number of contributions about patient satisfaction, empowerment and value co-creation exponentially increased. However, these dimensions are often studied separately. This work advances available knowledge by clarifying and testing the relationships between these three constructs.

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