Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

Li, Min; Lowrie, Douglas B.; Huang, Cheng; Lu, Xiang; Zhu, Ying Chu; Wu, Xing Hua; Shayiti, Mayila; Tan, Qiong Zhen; Yang, Hua Ling; Chen, Si Yuan; Zhao, Pan; He, Sheng Hua; Wang, Xiu Rong; Lu, Hong

doi:10.1016/j.apjtb.2015.02.003

Cited by 79 publications

(63 citation statements)

References 12 publications

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“…In 1954, Koos [12] said that patients' opinions about the healthcare received had to be taken into account and consideration of the patients' views as a measure for healthcare outcome was advanced by Donabedian [13]. The concept of perceived service quality, however, was first proposed by Gronroos in 1982 [14]. Thus, the idea of identifying quality with the effectiveness of medical treatments was extended to include patient satisfaction as a requirement for good clinical practice.…”

Section: Introductionmentioning

confidence: 99%

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

Martínez

Orellana

2019

IJERPH

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The aim of this article was to determine which key indicators influence patient satisfaction with the Spanish NHS to provide useful information for policy decision-making. A total of 33 variables for each of the 17 Spanish autonomous communities were collected from the statistical portal of the Spanish Ministry of Health, Social Services, and Equality between 2005 and 2016. A cross-sectional study was applied using Partial Least Squares to a Structural Equation Model (PLS-SEM). The influence of expenditures, resource allocation, and safety were hypothesized about patient satisfaction. Gross Domestic Product (GDP) and life expectancy were used as control variables. Moreover, the influence of resource allocation on use was tested. The model explained 57.1% of patient satisfaction with the Spanish NHS. It was positively influenced mainly by resource allocation and expenditures, followed by safety and life expectancy. Additionally, resources directly influenced the level of use. The number of hospital beds, hemodialysis equipment, rate of adverse drug reactions, and expenditure positively influenced patient satisfaction. In contrast, the number of posts in day hospitals, the hospital infection rate, and the percentage of pharmacy spending negatively influenced patient satisfaction.

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Section: Introductionmentioning

confidence: 99%

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

Martínez

Orellana

2019

IJERPH

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“…The original model was later modified to consist of only five dimensions: reliability; responsiveness; assurance; empathy; and tangibles (Parasuraman, Zeithaml & Berry 1988). The later SERVQUAL model is widely employed in extant studies, such as Akbaba (2006), Al-Borie and Damanhouri (2013), Antony et al (2004), Butt and Cyril de Run (2010), Buttle (1995), Ekinci et al (2003), Garrard and Narayan (2013), Hartono and Raharjo (2015), Ingram and Daskalakis (1999), Li et al (2015), Nair and Choudhary (2016), Parasuraman et al (1991), Purcărea, Gheorghe and Petrescu (2013), Seth, Deshmukh and Vrat (2005), Wong, Dean and White (1999), and Wong and Sohal (2003). Alongside the SERVQUAL model, some researchers employ other measurements to assess service quality when service quality is conceptualized as a single dimension.…”

Section: The Relationship Between Service Quality and Customer Loyaltymentioning

confidence: 99%

What are the Attractiveness Aspects that Influence Customer Loyalty to Homestays? A Study in Taiwan

Jin

Ling

Yeo

2016

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The purpose of this study is to investigate the direct relationship between perceived attractiveness aspects and customer loyalty. The perceived attractiveness aspects are operationalized into five dimensions, namely surroundings of the building and features; service quality; homestay facilities; homestay operation and management; and homestay geist and community co-prosperity. The hypotheses are postulated and tested using a sample of 566respondents that were homestay customers in Taiwan The data used in this study was collected via self-administered questionnaires The study employs the structural equation modeling (SEM) technique to test the validity of the proposed hypotheses via Smart-PLS software. The results show that only four out of five sub-hypotheses are supported. The conclusion of this study provides theoretical implications and practical implications, as well as suggestions for future studies either in Malaysia or Taiwan.

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“…For instance, Li et al (2015) examine service quality in 9 Chinese hospitals using 22 items derived from the dimensions developed by Parasuraman et al (1988). Using similar dimensions, Chakravarty (2011) examine outpatient department services in reference to the department's specific characteristics.…”

Section: Significance Of Front Office Service Qualitymentioning

confidence: 99%

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Priyono

Yulita

2017

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Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology:This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 'must-be' attributes, were analysed using the Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.-923-Intangible Capital -https://doi.org/10.3926/ic.1001 Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

Cited by 79 publications

References 12 publications

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

What are the Attractiveness Aspects that Influence Customer Loyalty to Homestays? A Study in Taiwan

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

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