Health care service quality: a journey so far

Upadhyai, Raghav; Upadhyai, Neha; Jain, Arvind Kumar; Roy, Hiranmoy; Pant, Vimal

doi:10.1108/bij-03-2019-0140

Cited by 14 publications

(23 citation statements)

References 94 publications

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“…Elimination of scale midpoint will compel some respondents, who belong at the scale midpoint, to pick a point either on the positive side or on the negative side, resulting in an inaccurate measurement (Krosnick and Presser, 2010). Fourth, the 4-point scale format has also been used although much rarely, while the use of 5-point scale is common in consumer and patient satisfaction research (see, Upadhyai et al, 2020).…”

Section: Methodsmentioning

confidence: 99%

“…These results are also in line with the findings of Duggirala et al (2008), who evidence the significant impact of personnel quality (including elements of instrumental communication) on patient satisfaction, Andaleeb et al (2007), who demonstrate the direct impact of doctors' service orientation, comprising both affective and instrumental dimensions, on patient satisfaction, and Rao et al (2006), who exhibit the largest effect of doctor behavior has on general patient satisfaction. In a systematic literature review, Upadhyai et al (2020) identify a wide ranges of pivotal attributes for healthcare service quality including the professional knowledge, skills and judgment of care that directly affect the output of care. Doctor affective communication also emerges as a significant predictor of satisfaction.…”

Section: The Effects Of the Measures Of Pcc On Patient Satisfactionmentioning

confidence: 99%

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Patient-centered communication: an extension of the HCAHPS survey

Islam

Muhamad

2021

BIJ

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PurposeThe Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has been recognized as a “gold standard” set of “practical standardized measures” for assessing hospital service quality. Beginning with the HCAHPS, the purpose of this paper is to extend efforts to assess patient-centered communication (PCC) and the quality of healthcare and presents a scale for measuring patient perceptions and expectations of service quality in an emerging economy context.Design/methodology/approachA self-administered survey of patients in private hospitals (N = 171) was conducted to test the proposed framework. Exploratory and confirmatory factor analyses were used to establish the measurement model. Multiple regression analysis was used to explain the scale's predictive ability. ANOVA was used to analyze service quality gaps and rank patients' priorities.FindingsFive components of PCC are identified. Among these, nurse affective communication has a significant positive effect on patient satisfaction. The gap analysis shows that patients have high expectations for doctors' affective communication, while they perceive a low level of service performance in the realm of nurse affective communication. The study highlights a new means of measuring “reliability” in healthcare. Important findings on patients' priorities are evaluated and discussed.Practical implicationsHealthcare organizations and practitioners can improve patient-centered care by stressing the dimensions of PCC, including clinicians' affective and instrumental communication.Originality/valueThe study expands the understanding of HCAHPS instruments in an emerging economy context and opens avenues for more widespread use of the measures. The research contributes to the literature on patient-centered care and healthcare service quality by proposing a scale for managing specific practices and interactions in healthcare.

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Section: Methodsmentioning

confidence: 99%

Section: The Effects Of the Measures Of Pcc On Patient Satisfactionmentioning

confidence: 99%

Patient-centered communication: an extension of the HCAHPS survey

Islam

Muhamad

2021

BIJ

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“…Menurut Wyckof dan Lovelock (dalam Rosyadi, 2017) kualitas adalah tingkat keunggulan yang diharapkan dan pengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginan pelanggan. Hospital service quality is usually defined in academic literature as "the discrepancy between patients and/or their attendants perception of service offered and their expectations about that hospital offering such services (Upadhyai et al, 2020). (Kualitas layanan rumah sakit biasanya didefinisikan dalam literatur akademis sebagai "perbedaan antara pasien dan / atau persepsi petugas mereka tentang layanan yang ditawarkan dan harapan mereka tentang rumah sakit yang menawarkan layanan tersebut").…”

Section: Kajian Pustaka Konsep Kualitasunclassified

Kualitas Pelayanan Uptd Puskesmas Perawatan Baru Ulu Di Kota Balikpapan Pada Tahun 2020

Hidayat

Putong

Andarista

et al. 2021

jpu

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Kesehatan merupakan salah satu kebutuhan terpenting bagi setiap individu. Masyarakat tidak bisa melakukan perawatan sendiri tanpa pelayanan tenaga kesehatan. Oleh karena itu, pelayanan Kesehatan merupakan salah satu hal yang wajib didapatkan oleh masyarakat dari pemerintah, hal ini sesuai dengan Undang-undang Dasar 1945 Pasal 34 ayat (3) yang menyatakan negara bertanggungjawab atas penyediaan fasilitas pelayanan kesehatan dan fasilitas pelayanan umum yang layak. UPTD Puskesmas Perawatan Baru Ulu memiliki fungsi untuk memberikan pelayanan kepada masyarakat di Kelurahan Baru Ulu. Berdasarkan survey indeks kepuasan masyarakat yang dilakukan oleh pemerintah Kota Balikpapan terhadap kualitas pelayanan di UPTD Puskesmas Perawatan Baru Ulu pada tahun 2020 mengalami penurunan dibandingkan dengan tahun sebelumnya. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan di UPTD Puskesmas Perawatan Baru Ulu Kota Balikpapan pada tahun 2020. Penelitian ini menggunakan teori kualitas pelayanan publik dan menggunakan metode deskriptif kualitatif dengan melakukan wawancara. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan di UPTD Puskesmas Perawatan Baru Ulu Kota Balikpapan pada tahun 2020 sudah baik. Namun, perlu ada perbaikan dalam beberapa hal seperti ketepatan waktu kedatangan dokter dan etika pegawai.

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“…The dimensions on which HSQ is measured vary from being unidimensional to as large as having ten dimensions [2]. SERVQUAL is a widely used instrument to measure the service quality gap between customer expectations and perceptions on five dimensions [3]. Some authors proposed the alternative of measuring the customer's perceptions alone on these dimensions is sufficient to judge service quality SERVPERF [4].…”

Section: Introductionmentioning

confidence: 99%

“…Some authors proposed the alternative of measuring the customer's perceptions alone on these dimensions is sufficient to judge service quality SERVPERF [4]. Besides these two, several other variations are available to measure HSQ in various health care settings [3], but all with a user-centric approach.…”

Section: Introductionmentioning

confidence: 99%

Development and validation of a scale for measuring hospital service quality: a dyadic approach

Upadhyai

Upadhyai²,

Jain

et al. 2021

JHR

Self Cite

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PurposeThis study integrates the providers' perspective as well as the patient's perspective in developing and validating a scale to measure hospital service quality in multispecialty hospitals.Design/methodology/approachAn exploratory sequential mixed-method approach was used in this study. The strategies used included a thematic literature review, semi-structured interviews, modified Delphi and confirmatory factor analysis.FindingsThe reliability coefficient of 41 item scale was 0.963 with each attribute, that is, pivotal, core and peripheral, having a Cronbach's alpha of 0.907, 0.91 and 0.891, with scale content validity (S-CVI Ave) of 0.9151. The composite reliability scores of all constructs were greater than 0.7, with an Average Variance Explained (AVE) of all items greater than 0.5.Originality/valueThe instrument can be used to measure the difference between what service providers believe customers expect and customers’ actual needs and expectations. The scale can be used to measure the difference between what is delivered (as perceived by the provider) and what customers perceive they have received (because they are unable to accurately evaluate service quality). The dyadic approach of administering this questionnaire in measuring hospital service quality will lead to the identification of a knowledge gap and a perception gap in delivering hospital service quality.

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Health care service quality: a journey so far

Cited by 14 publications

References 94 publications

Patient-centered communication: an extension of the HCAHPS survey

Patient-centered communication: an extension of the HCAHPS survey

Kualitas Pelayanan Uptd Puskesmas Perawatan Baru Ulu Di Kota Balikpapan Pada Tahun 2020

Development and validation of a scale for measuring hospital service quality: a dyadic approach

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