A Holistic Framework for Conceptualizing Hospital Service Quality

Swain, Swapnarag; Kar, Nirmal Chandra

doi:10.1177/0972063416682563

Cited by 11 publications

(14 citation statements)

References 19 publications

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“…The study found that there were gaps in all the dimensions and that the gaps were statistically significant, with values ⩽0.05. Swain and Kar (2017) developed a conceptual framework of hospital SQ by identifying 15 different dimensions, and these dimensions are further clubbed under 3 broad dimensions of infrastructural, procedural and interactional dimensions. The summary of the literature review is contained in Table II to show the research gap that necessitated this study.…”

Section: Service Quality Dimensions and Attributesmentioning

confidence: 99%

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Ojekalu

Ojo

Oladokun

et al. 2019

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Purpose The purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice. Design/methodology/approach Primary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression. Findings This study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice. Originality/value The study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

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Section: Service Quality Dimensions and Attributesmentioning

confidence: 99%

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Ojekalu

Ojo

Oladokun

et al. 2019

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“…To determine and evaluate patient satisfaction we need to study the functional and technical aspects of personnel quality in hospitals (Kane et al, 1997).In the Indian context, several researchers such as (Padma et al, 2010 andSwain andKar, 2017;and Duggirala et al 2008) used personnel quality aspects as an influential factor on patient satisfaction when they measured the healthcare service quality. In such a way, four significant dimensions of personnel quality namely; doctors' quality, nurses' quality, administrative staff quality and interpreters' quality represent the human aspects of delivering service quality which contributes to the success and sustainability of the business.…”

Section: Personnel-quality Dimensionsmentioning

confidence: 99%

“…In healthcare sectors, personnel quality represents as an understanding and meeting the needs of patients concerning types of healthcare and other services delivered by the management staff, doctors, nurses, and interpreters in hospitals. It is expected to greatly contribute to the success and sustained growth of the health care business (Kitapci et al, 2014;Padma et al, 2009Padma et al, , 2010Swain andKar, 2017 andDuggirala et al, 2008). Indian healthcare sector is a fast growing industry with a high level of demand for services from native as well as foreign patients.…”

Section: Introductionmentioning

confidence: 99%

Effect of Personnel Care Quality of Private Healthcare Providers on Arab Patients’ Satisfaction a nd Word of Mouth Communication: An Empirical Research in India

Al-Daoar*¹,

Munusamy²

2019

IJEAT

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Personnel quality in service industry is a significant factor as it interacts directly with customers. Thus, the understanding of personnel quality is an important aspect for strategies’ development and implementation to enhance the service delivery process. In the healthcare and medical tourism industries, personnel quality such as quality of doctors, nurses, administrative staff and interpreters play a major role in delivering good service to patients. Generally, there are studies relating to quality of service based on selected dimensions and its effects on patients’ satisfaction and word-of-mouth. However, studies focusing on personnel quality and its impact on the satisfaction and word-of-mouth of patients are still scarce. Hence, the present research aims to measure perspectives of Arab patients concerning the personnel quality of health care providers, satisfaction and word-of-mouth of patients in Indian private hospitals. To achieve this aim, a required data was collected from 335 Arab patients though valid and reliable structural questionnaire. Appropriate statistical methods including Structural Equation Modeling (SEM) were applied in the present research to analyze the collected data and to examine the proposed model and hypotheses. Based on the analysis, it was found that the dimensions of doctors’ quality and nurses’ quality were significant, whereas the dimensions of administrative staffs’ quality and interpreters’ quality were not significant to predict the satisfaction and word-of-mouth of Arab patient. Thus, the results of this research can assist private healthcare providers to take appropriate policy decisions.

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“…The hospital should understand and manage well different dimensions: infrastructure, resource availability, waiting time, food, clinical procedures, administrative procedures, price, trustworthiness, information availability, patient safety, continuity, personalized attention, and staff attitude, quality of outcome and religions needs. All these dimensions can be used for measuring service quality management in both private and public hospitals (Swain & Kar, 2017). Clients will share positive experience that satisfied by hospital services, if not satisfied and any complain about services, the hospital can correct the drawbacks.…”

Section: Introductionmentioning

confidence: 99%

Factors Associated with Clients' Satisfaction on Hospital Service Management of Province 1, Eastern Nepal

Niraula

Poudel

2019

Nep. J. Multidisc. Res.

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Satisfaction is both the internal happiness and sadness which is the major result of the correlation between the desires and expectations of people and also the services received. The direct relation is with the health services provided to the people which are effectively used where the fulfillment of patient is always kept on the list of high priority. This satisfaction of people directly links with the major factors like healthy communication with the staffs of hospitals like doctors, nurses and other personnel, nature of quality services and other facilities provided by the hospital. The study of this is the descriptive and huge study which is currently carried out in province 1 of the eastern Nepal in 10 hospitals in different locations. Based on the random sampling, the hospitals were selected from the province 1 which resulted in 18 government hospitals and 40 private hospitals which are running currently. Among the 18 government hospitals, 6 government hospitals and 40 private hospitals, 4 private hospitals were chosen at random using the simple random sampling method. Client’s perspective and service provider’s perspective are the two perspectives which is the result of both the qualitative and the quantitative analysis. The results of both bivariate and multivariate analysis for the statistical significance of quantitative data have been presented which mainly focuses on the group discussion of it that is also reported. A survey was conducted which mainly involved the patients. The majority of patients were satisfied with the number of doctors available and the result of the diagnosis which ranged from 70.88% to 92.5% of the participants. However, there were patients; almost 30% who were not satisfied for longer period to visit doctors, 26.4% of clients were dissatisfied for the approach of doctors specialist in time.

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A Holistic Framework for Conceptualizing Hospital Service Quality

Cited by 11 publications

References 19 publications

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Service quality of property managers of shopping complexes in Ibadan, Nigeria

Effect of Personnel Care Quality of Private Healthcare Providers on Arab Patients’ Satisfaction a nd Word of Mouth Communication: An Empirical Research in India

Factors Associated with Clients' Satisfaction on Hospital Service Management of Province 1, Eastern Nepal

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