Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL

Malathi, A. Christina Josephine; Jasim, K. Mohamed

doi:10.1016/j.ijmedinf.2022.104883

Cited by 9 publications

(4 citation statements)

References 120 publications

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“…These outcomes are consistent with prior research indicating that the quality of service in Supply Chain Management of Healthcare Products in the pharmaceutical sector has an impact on the satisfaction and loyalty of doctors, as reflected in their prescription behaviour (Parmata & Chetla, 2020). Similar results have been reported in other studies involving patients (Kitapci et al, 2014;Lee & Kim, 2017;Malathi & Jasim, 2022), distributors (Parmata et al, 2016), and hospitals (Mandal, 2017;Nartey et al, 2020).…”

Section: Structural Model Analysissupporting

confidence: 91%

Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction

Suryani,

Nurmala

2023

Quant. Econ. Manag. Stud.

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Supply chain management (SCM) is one of the critical things in healthcare sector because it has a direct effect on the quality of services provided. The aim of this study is to analyse the effect of service quality on supply chain management of healthcare products in hospital and clinical laboratories satisfaction. The study adapted six dimensions of service quality namely assurance, communication, empathy, reliability, responsiveness, and tangibles. Survey data was analysed using Structural Equation Modelling-Partial Least Square (SEM-PLS). A total of 67 hospitals and clinical laboratories were the research sample. The results show that service quality on supply chain management of healthcare product has a positive effect on hospital and clinical laboratories satisfaction. Reliability is the most prominent dimension that determines hospital and clinical laboratory satisfaction. Items that contribute to reliability include complaint handling, product authenticity guarantee, order processing, on time delivery, providing product information updated and routine visitation.

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Section: Structural Model Analysissupporting

confidence: 91%

Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction

Suryani,

Nurmala

2023

Quant. Econ. Manag. Stud.

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“…This underscores the need for management’s focused efforts in addressing these facets to augment service quality. Furthermore, the research conducted by Malathi and Jasim [ 24 ] highlighted that patients prioritize various service quality factors, including reliability, tangibility, empathy, responsiveness, and assurance, when selecting health care services through medical applications. However, in the context of applying SERVQUAL theory to eWOM-related research, Pauli et al [ 25 ] analyzed a total of 34 studies on WOM in health care from January 2000 to December 2019.…”

Section: Introductionmentioning

confidence: 99%

Exploring Consumers’ Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis

Huang,

Lee,

Chen

2024

JMIR Form Res

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Background In recent years, with the widespread use of the internet, the influence of electronic word-of-mouth (eWOM) has been increasingly recognized, particularly the significance of negative eWOM, which has surpassed positive eWOM in importance. Such reviews play a pivotal role in research related to service industry management, particularly in intangible service sectors such as hospitals, where they have become a reference point for improving service quality. Objective This study comprehensively collected negative eWOM from 5 military hospitals in Taiwan that were at or above the level of regional teaching hospitals. It aimed to investigate service quality issues before and after the pandemic. The findings provide important references for formulating strategies to improve service quality. Methods In this study, we used web scraping techniques to gather 1259 valid negative eWOM, covering the period from the inception of the first review to December 31, 2022. These reviews were categorized using content analysis based on the modified Parasuraman, Zeithaml, and Berry service quality (PZB SERVQUAL) scale and Flower of Services. Statistical data analysis was conducted to investigate the performance of service quality. Results The annual count of negative reviews for each hospital has exhibited a consistent upward trajectory over the years, with a more pronounced increase following the onset of the pandemic. In the analysis, among the 5 dimensions of PZB SERVQUAL framework, the “Assurance” dimension yielded the least favorable results, registering a negative review rate as high as 58.3%. Closely trailing, the “Responsiveness” dimension recorded a negative review rate of 34.2%. When evaluating the service process, the subitem “In Service: Diagnosis/Examination/Medical/Hospitalization” exhibited the least satisfactory performance, with a negative review rate of 46.2%. This was followed by the subitem “In Service: Pre-diagnosis Waiting,” which had a negative review rate of 20.2%. To evaluate the average scores of negative reviews before and during the onset of the COVID-19 pandemic, independent sample t tests (2-tailed) were used. The analysis revealed statistically significant differences (P<.001). Furthermore, an ANOVA was conducted to investigate whether the length of the negative reviews impacted their ratings, which also showed significant differences (P=.01). Conclusions Before and during the pandemic, there were significant differences in evaluating hospital services, and a higher word count in negative reviews indicated greater dissatisfaction with the service. Therefore, it is recommended that hospitals establish more comprehensive service quality management mechanisms, carefully respond to negative reviews, and categorize significant service deficiencies as critical events to prevent a decrease in overall service quality. Furthermore, during the service process, customers are particularly concerned about the attitude and responsiveness of health care personnel in the treatment process. Therefore, hospitals should enhance training and management in this area.

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“…Malathi et.al. [3][4][5][6][7][8] has effectively used SERVQUAL model for the transportation system analysis. Charles Atombo and Tina (2021) [9] have examined the service quality factors of bus service in Ghana to identify the perception and expectations of the customers.…”

Section: Introductionmentioning

confidence: 99%

Perception-Satisfaction Based Quality Assessment of Public Transportation Services using SERVQUAL Model.

Vivek R. Gandhewar

2023

tjjpt

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The performance evaluation of any public transportation mainly depends on the customer satisfaction level of passengers (referred to as customers). To evaluate the performance of any public transport business, a systemic survey-based model is needed, which critically analyzes the customer's requirement and designs the future line of action for improvement. In the present work, an attempt is made to understand better passenger attitudes and the level of passenger satisfaction towardsservices provided by the public bus Maharashtra State Road transportation Corporation in India (MSRTC) using the SERVQUAL model. Further, it focuses on the measures taken by the bus transport industries to improve the level of satisfaction of passengers and to avert their problems to retain the passengers' loyalty. This study aims to identify the causes due to which quality is affected and study the responses from a total of 4000 different respondents.

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Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL

Cited by 9 publications

References 120 publications

Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction

Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction

Exploring Consumers’ Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis

Perception-Satisfaction Based Quality Assessment of Public Transportation Services using SERVQUAL Model.

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