A hands‐on experience of the voice of customer analysis in maternity care from Iran

Aghlmand, Siamak; Lameei, A; Small, Rhonda

doi:10.1108/09526861011017085

Cited by 23 publications

(14 citation statements)

References 20 publications

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“…Yet quality of maternity care is apparently given low preference as one that can contribute to achieving MDG five. Understanding the factors shaping antenatal care quality by listening to the voices of mothers could be instrumental in planning services to satisfy their needs and requirements (Aghlmand et al, 2010). Good quality of maternity care is unlikely to be attainable unless the voice of the woman is brought into the process of improving services.…”

Section: Antenatal Care Quality In Ghanamentioning

confidence: 99%

Determinants of antenatal care quality in Ghana

Atinga

Baku²

2013

International Journal of Social Economics

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Purpose -To achieve Goal 5 of the MDGs, the Government of Ghana introduced the free maternal health service system to break financial barriers of access to maternal care services. In spite of this, facility-based deliveries continue to be low due partly to poor quality of antenatal care that prevents pregnant women from giving birth in hospitals. The aim of this study is to examine factors shaping quality of antenatal care in selected public hospitals in the country. Design/methodology/approach -363 expectant mothers were randomly selected for interview. Women who have previously received antenatal care in the health facilities for at least two occasions were interviewed. Multivariate logistic regression model were computed to examine correlates of antenatal care quality. Findings -The odds of reporting quality of antenatal care as good was higher among women aged between 30 and 34 years. Similarly women with junior/senior high education were more likely to report antenatal care quality as good. Distance to the health facilities generally influence women perception of antenatal care quality but the relative odds of reporting quality of care as good attenuated with proximity to the health facility. Five factors (pleasant interaction with providers, privacy during consultation, attentiveness of providers, adequate facilities and availability of drugs) emerged as statistically significant in explaining antenatal care quality after controlling for selected demographic variables. Originality/value -Results of the study generally demonstrate the need to improve maternal services in public facilities to stimulate utilisation and facility-based deliveries.

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Section: Antenatal Care Quality In Ghanamentioning

confidence: 99%

Determinants of antenatal care quality in Ghana

Atinga

Baku²

2013

International Journal of Social Economics

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“…Here, the service point is a value between 1.0 and 2.0 (Mukaddes et al 2012). -Absolute weight: Finally, the absolute weight is calculated by multiplying the importance to customer, scale-up factor, and service point (Aghlmand et al 2010;Mukaddes et al 2012;Talib and Maguad 2011).…”

Section: Application Of the House Of Quality Matrixmentioning

confidence: 99%

Meeting the Cultural and Service Needs of Arabic International Students by Using QFD

Mohsin

Trimmer

2017

Postgraduate Education in Higher Education

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Quality has become an important factor in global competition for many reasons. Intensive global competition and the demand for better quality by customers has led organizations to realize the benefits of providing quality products and services in order to successfully compete and survive. Higher education institutions are one example of these organisations. Higher education institutions work in an intensive competitive environment worldwide driven by increasing demands for learning by local and international students. As a result, the managers of these sectors have realized that improving the quality of services is important for achieving customer satisfaction which can help survival in an internationally competitive market. To do this, it is necessary for organizations to know their

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“…Lim and Tang () described expectations as the wants of consumers and what they feel a service provider should offer; perceptions refer to consumers' evaluations of the service provider (Rashid and Jusoff, ). Listening to the voice of the customer is critical for understanding expectations and perceptions and is the starting point for planning and/or adapting services (Aghlmand et al ., ).…”

Section: Introductionmentioning

confidence: 97%

The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

Bakan

Büyükbeşe

Erşahan

2013

Health Planning & Management

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This paper attempts to measure patients' perceptions of the quality of services in public and private healthcare centers in Turkey. The main aim was to examine the impact of the dimensions of patient-perceived total quality service (TQS) on patients' satisfaction. The research framework and hypotheses are derived from a literature review of service quality and quality in the healthcare industry. The research data were collected through questionnaires and then statistically analyzed using descriptive statistics, Pearson product moment correlation and linear regression. The results suggest that service quality perceptions positively influence patient satisfaction with overall hospital care (SOHC). The most important factors identified in the regression model regarding patient SOHC are the quality of the hospital's social responsibility, administrative processes and overall experience of medical care received. These factors explain 74% of the variance in SOHC. The findings of the study can be used to improve TQS in both private and public hospitals.

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A hands‐on experience of the voice of customer analysis in maternity care from Iran

Abstract: The paper presents a systematic approach to VoC analysis in health care settings as a basis for clinical process improvement initiatives.

Cited by 23 publications

References 20 publications

Determinants of antenatal care quality in Ghana

Determinants of antenatal care quality in Ghana

Meeting the Cultural and Service Needs of Arabic International Students by Using QFD

The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

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