scholarly journals Elicitation of Hidden Expectations of Customers in Healthcare Service

2021 ◽  
Vol 6 (4) ◽  
pp. 21-25
Author(s):  
Nandini K ◽  
Dr. A. C. Lokesh
Keyword(s):  
Customer Satisfaction ◽  
Healthcare Service ◽  
Service Sector ◽  
Short Communication ◽  
Healthcare Services ◽  
Improve Quality ◽  
Customer Feedback ◽  
Diagnostic Center ◽  
The Right

In healthcare service, the customer feedback is often incomplete unless the unexpressed expectations are captured at the right time. These latent feelings and opinions are the ‘hidden expectations’ which are the quality indicators of the service offered. This short communication paper describes a couple of techniques for elicitation of hidden expectations of customers in the context of healthcare services. As an illustration, the paper depicts the application of these techniques for identification and prioritization of hidden expectations at a diagnostic center. Any organization in healthcare service sector could employ these techniques quickly and conveniently to improve quality of service thereby enhancing customer satisfaction. Keywords: Elicitation, Customer satisfaction, Hidden expectation, MoSCoW, Healthcare.

Strategic Healthcare Service Management

2019 ◽  
pp. 1217-1235
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

Strategic Healthcare Service Management

2017 ◽  
pp. 280-303
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

scholarly journals Appraisal of Health Maintenance Organisations’ Performance in the Nigerian Healthcare Service Sector

2019 ◽  
Vol 2019 ◽  
pp. 1-6
Author(s):  
James O. Akinbode ◽  
Eniola A. Sokefun ◽  
Muideen O. Aremu
Keyword(s):  
Service Delivery ◽  
Healthcare Service ◽  
Service Sector ◽  
Survey Design ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Health Maintenance ◽  
World Class ◽  
Level Of Significance

The quality of healthcare service delivery under the existing health maintenance organisations (HMOs) in Nigeria has been a major concern to enrollees who have contested the value received from their respective HMO accredited hospitals under the program. This paper appraised health maintenance organisations’ performance in the Nigerian healthcare service sector capturing enrollees’ experience on the issues of access, responsiveness, and quality of healthcare service choice to measure the success or failure of the program since inception. The study adopted survey design with three hundred forty enrollees of ten leading HMOs in Nigeria that operate in different parts of Lagos Metropolis. Data collected were analysed with relevant descriptive and inferential statistics while hypotheses tested were at 0.05 level of significance. Findings revealed that HMO accredited hospitals have not ensured adequate access of enrollees to healthcare services, their responsiveness to enrollees’ healthcare requests have not been impressive, and quality of healthcare services to enrollees have also not been excellent. Based on the findings, the study recommends that HMOs and government should improve on monitoring the quality of healthcare service delivery at their accredited hospitals and concluded that the performance of the HMOs in the area of healthcare service delivery is not world class when it comes to access, responsiveness, and quality of service delivery.

Strategic Healthcare Service Management

2019 ◽  
pp. 119-138
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

scholarly journals Quality of Service as a Predictor of Customer Satisfaction in Healthcare Sector

2020 ◽  
Vol 16 (1) ◽  
pp. 71-87
Author(s):  
Muzna Ashfaq ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Pearson Correlation ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Private Hospitals ◽  
Quality Healthcare ◽  
Effective Strategies ◽  
Regression Techniques

This study examines role of quality of service as a predictor of customer satisfaction in private hospitals. Using a sample of customers of selected private hospitals in Karachi, this study used reliability statistics, Pearson correlation analysis, and OLS regression techniques to analyse the data. The results show that private hospitals are trying to deliver healthcare service that is at par with the expected standards set by their customers. The findings of this study will help management of these hospitals to develop and implement appropriate and effective strategies that would be helpful in delivering quality healthcare services to the patients.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

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 Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals An integrative model of patients’ perceived value of healthcare service quality in North Cyprus

2021 ◽  
Vol 79 (1) ◽  
Author(s):  
Mert Sanıl ◽  
Fehiman Eminer
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Healthcare Service ◽  
Perceived Value ◽  
Healthcare Services ◽  
Theory And Practice ◽  
Integrative Model ◽  
North Cyprus ◽  
The Impact

Abstract Background Improving healthcare quality has become an essential objective for all health institutions worldwide to address the need to improve services, manage costs and satisfy patient expectations about the quality of care. As health is one of the leading service sectors of the North Cyprus economy, analysing patients’ perceived value of healthcare service quality is crucial. In this research, a comparative analysis of existing models revealed affordability, acceptability and accessibility as the leading modern service quality indicators affecting patients’ perceived value of healthcare service quality. The quality of services is a leading factor impacting business competition and retention dictated by the current market. This study aimed to investigate the factors that influence patient perceptions of healthcare service quality in North Cyprus. Methods A self-administered questionnaire was carried out among 388 patients of public and private hospitals in North Cyprus, and the data were analysed using partial least squares-structural equation modelling. Results Empirical results highlight that the acceptability of healthcare services is a prerequisite for perceiving a high value of service quality. The affordability and accessibility of services, respectively, were less effective. Results concerning mediating effects confirm that acceptability could fully mediate the relationship between affordability and perceived value and could partially mediate the impact of accessibility on the perceived quality of healthcare services. Conclusion This study contributes to healthcare theory and practice by developing a conceptual framework to provide policymakers and managers with a practical understanding of factors that affect healthcare service quality.

scholarly journals E-Health Practices and Technologies: A Systematic Review from 2014 to 2019

Healthcare ◽  
2021 ◽  
Vol 9 (9) ◽  
pp. 1192
Author(s):  
Maria Helena da Fonseca ◽  
Fanny Kovaleski ◽  
Claudia Tania Picinin ◽  
Bruno Pedroso ◽  
Priscila Rubbo
Keyword(s):  
Quality Of Life ◽  
Data Security ◽  
Healthcare Delivery ◽  
Healthcare Services ◽  
The Internet ◽  
Health Practices ◽  
Improve Quality ◽  
Telemedicine Technology ◽  
Common Practices

E-health can be defined as a set of technologies applied with the help of the internet, in which healthcare services are provided to improve quality of life and facilitate healthcare delivery. As there is a lack of similar studies on the topic, this analysis uses a systematic literature review of articles published from 2014 to 2019 to identify the most common e-health practices used worldwide, as well as the main services provided, diseases treated, and the associated technologies that assist in e-health practices. Some of the key results were the identification of the four most common practices used (mhealth or mobile health; telehealth or telemedicine; technology; and others) and the most widely used technologies associated with e-health (IoT, cloud computing, Big Data, security, and systems).

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