Patient-perceived hospital service quality: an empirical assessment

Pai, Yogesh P; Chary, Satyanarayana T; Pai, Rashmi Yogesh

doi:10.1108/ijhcqa-04-2017-0064

Cited by 11 publications

(10 citation statements)

References 54 publications

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“…Several reports have discussed this gap measurement approach in assessing healthcare [ 5 , 14 , 15 ], and studies on the service quality of healthcare in Taiwan have also been reported [ 16 – 19 ]; however, reports on service quality in the critical care setting remain limited [ 20 ]. The clinical and care settings of intensive care units (ICUs) are characterized by the increased severity of the patients’ illness and the marked abundance of care and treatment modalities, making it difficult for the patients and their family members to provide their opinions about the experience during the patients’ stay.…”

Section: Introductionmentioning

confidence: 99%

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Kao

Chang

et al. 2020

BMC Health Serv Res

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Background Assessing patients’ expectations and perceptions of health service delivery is challenging. To understand the service quality in intensive care units (ICUs), we investigated the expected and perceived service quality of ICU care. Methods We conducted this study at an ICU of a university-affiliated medical center in Taiwan from April to September 2019. Admitted patients or their family members responded to a questionnaire survey adopted from the SERVQUAL instrument consisting of 22 items in five dimensions. The questionnaire was provided on ICU admission for expectation and before ICU discharge for perception. We analyzed the quality gaps between the surveys and applied important-performance analysis (IPA). Results A total of 117 patients were included (62.4% males, average age: 65.9 years, average length of stay: 10.1 days, and 76.9% survival to ICU discharge). The overall weighted mean scores for the surveys were similar (4.57 ± 0.81 and 4.58 ± 0.52, respectively). The ‘tangibles’ dimension had a higher perception than expectation (3.99 ± 0.55 and 4.31 ± 0.63 for expectation and perception, respectively, p < 0.001). IPA showed that most of the items in ‘reliability,’ ‘responsiveness’ and ‘assurance’ were located in the quadrant of high expectation and high perception, whereas most of the items in ‘tangibles’ and ‘empathy’ were located in the quadrant of low expectation and low perception. One item (item 1 for ‘tangibles’) was found in the quadrant of high expectation and low perception. Conclusions The SERVQUAL approach and IPA might provide useful information regarding the feedback by patients and their families for ICU service quality. In most aspects, the performance of the ICU satisfactorily matched the needs perceived by the patients and their families.

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Section: Introductionmentioning

confidence: 99%

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Kao

Chang

et al. 2020

BMC Health Serv Res

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“…Among those studies, four of them were exclusively looking into the aspects of hospital service quality from the patient perceptive. [33][34][35][36][37][38][39][40][41][42][43][44][45] But, there were no studies on staff satisfaction, brand image, healthcare processes and cost saving.…”

Section: Discussionmentioning

confidence: 99%

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Kamalasanan¹,

Gurumoorthy²,

Subbarayalu³

2019

JMRA

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Introduction: Quality management culture is still a novel concept which is slowly inculcating into the healthcare organizations across India. In order to induct quality management in India, the quality council established the National Accreditation Board for Hospital and Healthcare Providers (NABH). Those who are involved in providing healthcare should be well aware of the quality aspects and its importance to make sure that the patients receive the best quality care in an economical and efficient way. It is vital to keep track of the growing needs and requirements in terms of quality management and patient safety. Aim: This study aims to review and analyze the factors influencing quality management in the Indian healthcare organizations, to identify the research gap. Materials and Methods: The literature for the review was obtained from the "PubMed" and Google Scholar with Indian affiliation. The review covered the healthcare quality management studies from January 1998 till December 2018, which yielded 82 articles and the careful scrutiny reduced the number to 59. Findings & Conclusion:Several studies prevail on quality of healthcare management, but the various factors of quality management were not addressed fully. The major research gap was identified under the areas of planning & documentation, employee participation, policies & procedures, quality & patient safety, quality process and its outcome, perceived effect in quality improvement, training and development opportunities, and the future plans of quality management. This research gap illustrates that there exists a lacunae, which is to be filled through more studies, focusing the different quality aspects.

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“…Examining the patients' perception of the quality of services provides a base for continuously improving the healthcare industry's service quality (Hendriks et al, 2002). The relationship between the perceived quality and the BI is established in a different context (Pai et al, 2018). Past research studies have shown how the PSQ is associated with patient satisfaction and BI in private hospitals in various cultural settings (Akdere et al, 2018), but there is a gap in the literature related to mechanisms underlying between PSQ and BI, especially in the Indian government hospitals.…”

Section: Bi Of Inpatientsmentioning

confidence: 99%

“…, 2002). The relationship between the perceived quality and the BI is established in a different context (Pai et al. , 2018).…”

Section: Introductionmentioning

confidence: 99%

“…In the healthcare sector, researchers have explored different dimensions of hospital service quality, such as discharge, admission, social responsibility, overall services, medical services and discharge services (Aagja and Garg, 2010); interactional quality, physical environment and outcome quality (Chahal and Kumari, 2010); administrative procedure, infrastructure, clinical care, quality of personnel, safety, social responsibility and medical care experience (Duggirala et al. , 2008); physical environment, privacy and safety, communication, responsiveness, customer-friendly staff and reliability (Kondasani and Panda, 2016); hospital image, healthscape, clinical process, relationship, personalisation, personnel and communication (Pai et al. , 2018); procedural quality, interactional quality, infrastructure, personnel, social support and technical quality (Swain and Kar, 2018); and efficiency, tangibles, empathy, degree of improvement and safety (Lee, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Examining the behavioural intention of inpatients in Indian government hospitals

Singh

Dixit

2022

IJHCQA

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PurposeThe purpose of this research is to examine the impact of perceived service quality (PSQ) on the behavioural intention (BI) of patients in Indian government hospitals. The underlying mechanism of trust and patient satisfaction (SAT) is examined as multiple mediating effect.Design/methodology/approachData from 510 respondents were collected using structured questionnaires. Six government hospitals, namely, S.M.S. Hospital, J.L.N. Hospital, New Medical College Hospital, Maharana Bhupal Medical Hospital, Mathuradas Hospital and P.B.N. Hospital, were selected from the cities of Jaipur, Ajmer, Kota, Udaipur, Jodhpur and Bikaner, respectively. The data were collected from adult patients (>18 years old) who spent at least two nights in a government hospital between 1 October, 2020 and 30 December, 2020. PSQ formed as a reflective-formative model was analysed using the repeated indicator approach. Structural equation modelling (SEM) using SMART-PLS software was used to test the hypothesised model(s) derived deductively from literature.FindingsThe findings support the following conclusions: (1) the positive relationship between PSQ and BI is significant; (2) SAT mediates the PSQ and BI relationship; (3) trust mediates the PSQ and BI relationship; (4) the mediation effect of SAT is stronger than that of trust.Practical implicationsThe results indicate that, in order to enhance the positive BI of patients towards government hospitals, it is necessary for the hospitals to work on strategies to enhance the service quality provided to patients. The outcome of this study will enable state government hospitals to get a better understanding of the different dimensions of service quality and will help in observing the factors that contribute to patients' satisfaction and trust in building long-term relationships by encouraging a positive BI.Originality/valueThere is a dearth of research in India that evaluates the relationships between the constructs PSQ, trust, BI and SAT in the context of healthcare service. This empirical study is an attempt to fill this gap by focussing on the government hospitals in India.

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Patient-perceived hospital service quality: an empirical assessment

Cited by 11 publications

References 54 publications

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Examining the behavioural intention of inpatients in Indian government hospitals

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