Better healthcare setting for better healthcare service quality

Abstract

Purpose The purpose of this paper is to assess and compare different private healthcare settings based on perceived service quality in Indian context using analytical hierarchy process (AHP). The Indian private healthcare sector has been controlled by three categories of healthcare settings, namely, nursing clinics (NCs), non-corporate hospitals (NCHs) and corporate hospitals (CHs). Design/methodology/approach AHP was used to rank order of healthcare setting regarding the service quality dimensions and relative standings of every service provider with respect to its competitors. The authors collected random data from nine private hospitals situated in eastern and southern India. The authors proposed a feasible appraising approach based on AHP to decide the sustainability priority of dimensions like reliability, physical environment, empathy, efficiency, timeliness, transparency, affordability, communication, appropriateness and consistency in the Indian private healthcare industry. Findings The result demonstrates that Indian NCHs are performing better on customers’ perceived service quality, followed by CHs and NCs. The comparative performance of healthcare settings is an attempt to establish a performance ranking. Originality/value This research assesses dimensions of the service quality that need urgent attention. The results may provide insight to healthcare managers as to how they can improve their service quality in order to match customer expectation and to improve business performance.

Enriching healthcare service quality by leveraging service experiences in Indian private hospitals: application of fuzzy-AHP approach

“…On the other hand, capitalising on service scarcity, the private healthcare sector has targeted major vicinities through service sophistication and consumer personalisation (Kondasani et al, 2019). However, the service providers still find it challenging to bind the healthcare outcomes more with patients rather than the results (Bogireddy et al, 2016).…”

“…Healthcare quality evaluations through experience-related interventions are still in nascent stages (Ross and Venkatesh, 2016), and the results advance the literature available on PX in developing countries. Although the current study was executed within a developing economy, the context of the research was partially targeted at corporate hospitals, where clinical qualities and consumer expectations are of higher standards (Kondasani et al, 2019). Thus, the participants and providers somewhat resemble an ecosystem in which healthcare organisations strive to offer the best experiences to their respective consumers in order to stay ahead of their commercial competitors.…”

“…For instance, users who used to be passive now tend to be more active in their process of care. They want access to their clinical information, the trajectory of their health status and involvement in decision-making (Kondasani et al, 2019). Hence, the private sectors need to respond to the changing consumer needs by adapting, executing and implementing global outlooks into their care platform.…”

Customer Engagement in Private Sector Healthcare: How Does it Affect Customer Loyalty

“…Apart from that, 'relating', 'communicating' [34] and 'knowing' provide customer satisfaction [35]. Customers in the health care sector are different from others mainly due to lack of technical expertise and their inability in evaluating the service quality [36]. Thus, interactions and relationships become important in healthcare [37] and will be a reason to determine the perceptions of the overall quality of service [38] which aims at optimizing health and wellbeing [39].…”

Health Service Quality and Patient Communication In Medical Tourism

“…Table 1, which shows the number of public and private health institutions working under the Ministry of Health, indicates the importance given to health tourism in Alanya. A number of studies have evaluated the quality of services at medical tourism destinations (Gilson et al, 1994;Zerenler and Öğüt, 2007;Eleuch, 2011;Fullerton and McCullough, 2014;Taqdees et al, 2017;Bilgin and Göral, 2017;Kondasani, Panda, and Basu;2019). These studies focus on measuring the patients' perceptions of communication, service quality, and satisfaction.…”