Hospital service quality measurement models: patients from Asia, Europe, Australia and America

Abstract

This study explores how service quality in hospitals is perceived and measured among different groups of patients from four major continents (i.e. Asia, Europe, Australia and North America) who came to receive medical services in Thailand. Using stratified random sampling, data were collected from 2189 patients from 80 countries and four continents at six hospitals which provide healthcare services to international patients in Thailand. Four different models of measuring service quality based on different continents were developed with different numbers of quality dimensions and also a variation in the number of quality attributes. Asian patients provided a four dimension model with 20 items; while a two-dimension model with 16 items was identified for European patients. Australian patients also revealed a two-dimension model but with 22 items, while patients from America provided a three-dimension model, also with 17 items. The study reveals that the development of service quality measurement models should not only consider context-specific items such as size and location, but should also include the nationality and demographic of the patient population. The findings also support that service quality has a significant impact on service satisfaction and the retention level of customers at the hospital. The concluded frameworks may guide healthcare providers to deliver better quality healthcare services and to sustain competitiveness.

Fulfilment of expectations mediating quality and satisfaction: the case of hospital service

“…Table 6, patient satisfaction is directly influenced by perceived quality and the standardised coefficient is 0.625. Findings are in line with previous literature that identified service quality as an antecedent to satisfaction (Cronin & Taylor, 1992;Thawesaengskulthai et al, 2015).…”

“…The research model vouches for a causal linkage between healthcare service quality and patient satisfaction, which is consistent with the literature. This fact has been largely proved in different activity sectors and sociocultural settings, and also in healthcare services (Pollack, 2009;Thawesaengskulthai et al, 2015). The novelty of this research is the analysis of the role of fulfilment of expectations as a mediator between perceived quality and satisfaction.…”

“…Since then, this has been proven by many authors, also in the healthcare services (Ryu, Lee, & Kim, 2012;Thawesaengskulthai, Wongrukmit, & Dahlgaard, 2015). Patient satisfaction assessment has become an integral part of healthcare organisations' strategic processes because several studies conclude that the more satisfied customers are, the greater the customer retention and willingness to recommend (Peyrot, Cooper, & Schnapf, 1993;Zeithaml et al, 1996).…”

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

“…Another existing scale in the development stage planned to conduct in-depth interviews but ultimately resorted only to modified Delphi due to constraints and further lacks in the establishment of the authority of the heterogeneous panel in Delphi [20]. Other contemporary scales developed so far for measuring hospital service quality have borrowed most of the items in the scale only from the literature [5,16] with a little effort, recognizing the fact that the health care needs of developing countries are different from others [21]. The thirteen dimensions of HSQ have linkages with the five-dimensional construct of the SERVQUAL scale.…”

Analisis Hubungan Pengajaran dengan Mutu Pelayanan Rumah Sakit di Rumah Sakit Islam Kota Padang

“…Kualitas layanan dapat dirasakan dan diukur dengan pengembangan dimensi model pengukuran mutu layanan yang memiliki dampak signifikan pada kepuasan layanan dirumah sakit sehingga memberikan layanan berkualitas dan mempertahankan daya saing (Thawesaengskulthai, et al, 2015). Jadi pengukuran mutu pelayanan sangat penting dilakukan untuk melihat kepuasan pengguna layanan kesehatan.…”