Service Quality in the Healthcare Sector

2009 ◽  
pp. 245-253
Author(s):  
Siham El-Kafaf ◽  
◽  
Sushil Varma ◽  
Keyword(s):  
Service Quality ◽  
Healthcare Sector

Internal Service Quality: Insights from Healthcare Sector

2019 ◽  
Vol 21 (2) ◽  
pp. 294-312
Author(s):  
Shefali Srivastava ◽  
Gyan Prakash
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Work Environment ◽  
Structural Equation ◽  
High Performance ◽  
Service Providers ◽  
Healthcare Sector ◽  
Internal Customer ◽  
Internal Service Quality

This article aims to identify dimensions of internal service quality (ISQ) which can be operationalized to deliver healthcare services. This article conceptualizes and assesses the relationship among ISQ, internal customer satisfaction and organizational performance. A 41-item questionnaire has been circulated among the Indian healthcare service providers including doctors, nurses and system staff and 237 valid responses had been received. Structural equation modelling (SEM) has been used to assess the interrelationship among constructs. Results show that high performance work environment, professionalism and collaboration, accountability and commitment and knowledge and competence are the specific dimensions that affect the ISQ. Among these dimensions, high performance work environment comes out to be the most important. It is inferred that ISQ influences organizational performance with the mediating role of internal customer satisfaction. The article highlights the autopoietic nature of the system where knowledge dissemination becomes the most relevant prerequisite for delivering quality care.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals The influence of supplier-user relationships on user satisfaction in the healthcare sector: the provisioning case.

2020 ◽  
Author(s):  
Milena Vainieri ◽  
Lucrezia Coletta ◽  
Chiara Seghieri
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
User Satisfaction ◽  
Customer Orientation ◽  
Healthcare Sector ◽  
Computer Assisted ◽  
Organizational Relationships ◽  
The Public ◽  
Moderation Model ◽  
Mediation Models

Abstract Background Since 90 s customer orientation has become one of the main priorities in the public sector. While there are several studies dealing with final user satisfaction in the healthcare context, less attention has been given to inter-organizational relationships. This study aims at investigating the relationship between service quality, relationship quality and overall customer satisfaction in the case of a supplier-user provisioning service in the healthcare sector. Methods The analysis was based on a survey administered via CAWI (Computer Assisted Web Interviewing) to all professionals of the Tuscan health system. Moderation and mediation models were carried out to test the relationships between the three constructs, also differentiating among different customer typologies. Results Findings from the moderation model showed how different customers perceive relationship quality as differently influencing their overall satisfaction. This result was confirmed by the mediation models that showed how for one customer typology both relationship quality and service quality were relevant determinants of their satisfaction with supplier performance, even though relational aspects were more significant, compared to service aspects. Whereas, for the second customer typology overall satisfaction was influenced by characteristics concerning relationship quality only, suggesting that service quality dimension was not relevant in determining overall satisfaction. Conclusions In the healthcare provisioning case analyzed, different customers’ typologies have different expectations and weigh differently service related and relationship related aspects. Supplier should use different levers in order to enhance customers’ perceptions about the overall performance.

scholarly journals Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

2020 ◽  
Vol 6 (1) ◽  
pp. 237-250
Author(s):  
Tariq Rafi ◽  
Muhammad Khalique ◽  
Sulaman Hafeez Siddiqui
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Emotional Exhaustion ◽  
Organizational Citizenship Behavior ◽  
Structural Equation ◽  
Structural Model ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Hospital Service ◽  
Medical Apparatus

 The aim of the present study is to determine the effects of hospital service qualities on patient satisfaction in the healthcare sector of Pakistan. By using the non-probability sampling, 292 sample was gathered. Emotional exhaustion, organizational citizenship behavior, hospital and nurses facilities were used as predictors and trustworthiness was used as a moderator. The results from structural equation modeling revealed that hospital facilities quality and OCB have been found positively significant while nursing service quality and emotional exhaustion have been found insignificant in relation with patient satisfaction. Moreover, trustworthiness does not moderates any relationship in the structural model. The study concluded that the staff allocated is manifesting form of behavioral citizenship structured by cultural decorum and locally acceptable norms. Alongside citizenship, high quality miscellaneous supportive provisions comprising of sufficient backup equipment, medical apparatus and tools as well as the regular maintenance of utilities stand as considerable satisfaction determining aspects for patients. The cognitive dimensions in the form of trust structuring attributes don’t really add much to the contributions of facilities and citizenship found in hospitals.

Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

2020 ◽  
pp. 095148482096230
Author(s):  
Udita Taneja
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Empirical Studies ◽  
Healthcare Sector ◽  
Healthcare Organizations ◽  
Perceived Service Quality ◽  
Patient Loyalty ◽  
Large Numbers ◽  
The Impact

Brand image (BI) is a relatively new concept in the healthcare sector and its value is important for healthcare organizations to survive in this competitive era. Extant research in academics shows the diversity in determinants of patient satisfaction (PS), perceived service quality (PSQ), loyalty and brand image (BI) in the healthcare sector. The large numbers of existing studies mainly emphasize constructs such as PS, PSQ or the relationship between these two, taking into consideration other factors like cost and loyalty. The purpose of this study is to systematically review and summarize current research as well as propose a conceptual model of hospital brand image and its impact on patient loyalty through PSQ and PS. We provide a research framework for future theoretical and empirical studies on the impact of BI on patient loyalty.

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