The mediation effects of finance on the relationship between service quality and performance of hospital facilities management services

Abstract

Purpose With rising health-care costs and the financial constraints in most developing countries, prioritization of needs have become an issue of strategic importance in public hospitals. As a result, there is the intense competition of scare resources between core health care and non-core facilities management (FM) services. Given that financial resources are needed to facilitate the smooth operation of the FM department, this paper aims to investigate the direct and indirect effects of finance on the relationship between service quality and performance of hospital FM services. Design/methodology/approach The paper adopts a quantitative approach following a general questionnaire survey which was conducted on the research population. Partial least squares structural equation modelling was used to investigate the relationships between service quality and performance of hospital FM services. Findings The study highlights the relevance of service quality to improving FM performance and demonstrate the direct and indirect influence of finance to ensure quality FM services delivery to improve core health care outcomes in hospitals. Practical implications The result of this study should motivate hospital management to prioritize attention on FM in scare resources management in public hospitals to create and maintain a decent health-care environment for better health outcomes. Further, managerial commitment to facilitate employee training, empowerment, incentives, awards and compensation should be strengthened in the quest of ensuring quality services delivery. Originality/value The paper extends knowledge by mediating the influence of finance on the relationship between service quality and FM performance. Proposes a parsimonious financial mediation framework which can easily be adaptable to several developing countries health-care FM management.

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

“…This suggest that apart from the Assurance dimension, for the other dimensions, any increase in the FM service quality and adequacy of health-care resources will have a corresponding positive effect on patient’s health-care experience. This supports the assertion that quality in FM delivery in the management of health-care facilities needs continuous improvement in the management of all system and processes (Lai et al , 2022a; Amos et al , 2021b).…”

“…According to Zhou et al (2017) and Demir (2022), customers develop more positive perceptions towards organisations they believe value and care about their customers and their feedback. Also, there is the need to standardise both core health care and FM service tasks to ensure smooth and prompt running of activities and processes (Amos et al , 2021b). This, according to Liu et al (2022) is particularly so for a health-care facility that needs to operate daily to ensure patient safety and maintain high standards of service quality.…”

“…Thus, in the health-care sector, FM is a relevant tool in delivering medical care in a professional way (Ginthotavidana and Waidyasekara, 2021). Studies by Amos et al (2021aAmos et al ( , 2021b indicated that the improvement of health-care FM will significantly influence health-care service throughout the operational period. According to Hui et al (2013), researchers of diverse views propose that FM would be more effective if it focuses on customer needs as well as higher service quality.…”

The Role of Sustainable Service Quality in Achieving Customer Loyalty in the Residential Housing Industry

“…Therefore, the service quality assessment in the property management industry found significant influence of empathy toward customer satisfaction [19]. These findings correspond to previous studies of positive relationship between empathy and households' satisfaction in the property management industry [55], building maintenance industry [56]. Empathy also contributes to the significant stimulus towards postpurchase satisfaction of home buyers [37].…”

Effect of Facilities Management Service Quality on User Satisfaction and Institutional Image

“…The SERVQUAL model pioneered by Parasuraman et al (1988) was found to be widely used in evaluating performance of service or service providers in different service sectors. For instance, in the facilities management field, SERVQUAL model, have been wholly or partly used to study issue of service quality and/or performance in different organisations such as hospital (Amos et al, 2020(Amos et al, , 2022, educational institutions (Aziz & Sapri, 2013;Ideris et al, 2016), commercial real estate (Karunasena et al, 2018) and hospitality (Al-Gasawneh et al, 2022;Günaydın, 2022) and host of others.…”