Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam

Anh, Pham Quynh; Chang, Pham Thi Huyen; Nguyet, Ha Thi Minh

doi:10.1177/00469580221146826

Cited by 4 publications

(4 citation statements)

References 18 publications

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“…All items use a five-point Likertscale with strongly disagree, disagree, neither disagree nor agree, agree and strongly agree (see online appendix for the SERVQUAL scales). Measures of perceived level of service performance were appropriate to measure service quality [8] and had a high predictive validity for satisfaction. [17] These 15 items are clustered into five dimensions: assurance, responsiveness, reliability, empathy, and tangible service quality.…”

Section: Methodsmentioning

confidence: 99%

“…[6] Furthermore, patient perceptions of service quality in emerging countries frequently rely on data from public hospitals. [7,8] This paper addresses these gaps by developing a robust, contextualised and validated measurement model for assessing data from both public and private health facilities in Romania (the second largest new member state among CEECs). Furthermore, unlike prior studies that have assessed the impact of individual service quality attributes on patients' perceptions of overall healthcare services, [9,10] this paper addresses the distinct paucity of research on patient service attribute perceptions associated with different types of healthcare services offered, e.g., primary care, ambulatory care, and inpatient care.…”

Section: Introductionmentioning

confidence: 99%

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Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Petrovici,

Lassar,

Hertelendy

et al. 2024

JHA

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Objective: Recent increases in per capita income and longevity in Central and Eastern European counties (CEECs), alongside a slow-changing soviet-era public healthcare system, has led to the emergence of private hospitals. This paper investigates the differential patient service quality perceptions for private versus public hospitals, as well as for three types of healthcare services: primary, ambulatory, and inpatient care.Methods: Data from 1,673 patients of private and public hospitals in the capital of Romania were collected in face-to-face interviews. Analysis of covariance and partial-least-squares techniques were used to examine the relationships between perceived service quality, hospital ownership status and the type of health service patients received.Results: Over 70% of women prefer private health facilities to public hospitals (compared to less than 30% of men). While private hospitals rank higher than public hospitals on most attributes, the interaction effect of gender and hospital type reveals that assurance and empathy are the only significant attributes in driving women to private hospitals. (Physical facilities and staff appearance) as well as intangible dimensions of service quality (assurance, responsiveness, reliability, and empathy) have a positive impact on perceived overall service quality of healthcare. Improvements in perceptions of hospital’s tangibles, staff’s responsiveness and empathy have the greatest potential to enhance perceived overall service quality.Conclusions: This paper demonstrates the importance of breaking down health services into various sub-categories both in terms of perceived healthcare attributes and in terms of tangible healthcare facilities, such as public and private hospitals.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Petrovici,

Lassar,

Hertelendy

et al. 2024

JHA

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“…In the literature there are many theoretical models that refer to the quality approach as a method of measuring customer satisfaction. Some refer to cases of application to measuring citizen satisfaction in the public sector [50][51][52][53][54], the SERVQUAL model [13,[55][56], the SERVPERF model [57][58]. In this research, the SERVPERF model of Cronin and Taylor [59] was chosen who held a different perspective on using the CQA (Customer Questionnaire Approach) to assess service quality.…”

Section: Measuring Ict Services In Public Sectormentioning

confidence: 99%

Untitled

2023

IJMPICT

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The aim of the paper is to investigate the quality of Information and Communication Technology (ICT) services provided to employees in a public administration organization. The Region of Central Macedonia (RCM) was chosen as the examined enterprise/organization. The provider of these services is exclusively the Department for Transparency and eGovernment (DTeG). After a presentation of the theory behind service quality measurement in general and in ICTs specifically, a quantitative research was carried out, utilizing a SERVPERF-derived, ICT-adapted, short form 13-item/4-dimension instrument approach. This research indicated that RCM employees value both the quality of the ICT services, as well as the satisfaction from them, as provided by DTeG, highly. The adapted SERVPERF instrument exhibited high internal consistency values, as well as strong correlation between its items and the overall perceived quality and satisfaction. Dimensionality tests indicated that two dimensions of the service quality constructs are measured: a combined "reliability", "responsiveness" and "assurance" dimension and an "empathy" one. the findings can be used by the targeted organization to improve the quality of ICT services and better meet the needs of their users.

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“…It was reported that the suggested approach enhanced the decision-making process, increasing the effectiveness of the operation of the surgical center. Duc Thanh et al [36] proposed a service performance tool to measure the service quality in an oncology public hospital in Vietnam.…”

Section: Literature Reviewmentioning

confidence: 99%

Development of an Intuitive GUI-Based Fuzzy Multi-Criteria Decision Model for Comprehensive Hospital Service Quality Evaluation and Indexing

Rehman,

Abidi,

Usmani

et al. 2023

Axioms

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Recently, hospital care and other services have become increasingly important for patient satisfaction. Better hospital care and assistance improve patients’ medical conditions, management trust, and financial success. In this regard, monitoring and measuring hospital service quality is necessary to improve patient satisfaction and wellness. However, the evaluation of healthcare service quality is a complex and critical task due to its intangible nature. Existing methodologies often struggle to effectively incorporate multiple criteria and address uncertainties inherent in healthcare evaluations. To address these challenges, this research work seeks to develop a comprehensive and robust approach for evaluating hospital service quality to improve decision making and resource allocation for service enhancement. This study aims to evaluate multi-faceted healthcare service quality by combining many criteria and uncertainties into a single index. The model is constructed methodically utilizing fuzzy logic and decision modeling. A dataset collected from diverse healthcare facilities covering various medical specialties and regions is employed to validate and refine the model. Numerous criteria, factors, and dimensions are examined and embedded into the development of the model. Fuzzy logic is used to capture and manage healthcare evaluations’ inherent vagueness and imprecision, yielding more accurate and comprehensive outcomes. The model’s outcome is the hospital service quality fuzzy index (HSQFI), an easy-to-understand single performance measure. A graphical user interface (GUI) is developed for collecting data, and then it shows the results in the form of barriers and recommendations. Based on the findings, recommendations in terms of barriers (service criteria) to enhance the hospital’s service quality have been made. This approach can be a tool for managers or other stakeholders to quickly realize the success of their service plans and pinpoint areas that may need improvement in the future.

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Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam

Cited by 4 publications

References 18 publications

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Untitled

Development of an Intuitive GUI-Based Fuzzy Multi-Criteria Decision Model for Comprehensive Hospital Service Quality Evaluation and Indexing

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