Antecedents and Consequences of Hospital Service Quality – A Conceptual Model

Abstract

The main objective of this paper is to identify the factors underlying service quality and the outcomes of service quality management in hospital setting. This is a qualitative work which involves critical analysis of existing literature on hospital service quality. This paper has proposed a conceptual model to show the antecedents and consequences of hospital service quality. According to the model quality of structure, quality of process, and quality of outcome are the three major factors underlying hospital service quality which leads to patient satisfaction which in turn helps a firm achieve competitive advantage through repeat buying, higher prices, loyalty in crisis, word-of-mouth, one-stop shopping, and new product development.

Antecedents Service Quality at Mother and Child Hospital in Purwakarta

“…According to Swain and Nirmal (2016), the relationship between service quality and patient loyalty highlights the importance of improving service quality in order to attract and retain patients while also increasing market share. He also stated that improving service quality is highly recommended in order to increase patient loyalty because it focuses on cost rationalization, punctuality, accuracy, communication skills, and interpersonal relationships of doctors, nurses, and other staffs.…”

“…These qualities increase client loyalty and satisfaction. Employee work happiness affects performance (Swain & Nirmal, 2016). Swain and Nirmal (2018) suggests a difference between workers who are happy in their jobs and those who are not.…”