Perceived service quality and medical outcome: An interdisciplinary review and suggestions for future research

Abstract

The objective of the paper is to offer an interdisciplinary perspective of the constructs patient satisfaction, service quality and medical outcome. The method employed initially focuses on the roots of satisfaction research in consumer behaviour, its applications in business and medicine and the potential shortcomings of satisfaction measures. A review of the literature on outcome measures emphasizes the problems that may arise in the general practice setting. A more broadly-based service quality perspective is also discussed. As a result of the review, a link is made incorporating the three research traditions (satisfaction focus, outcome focus and quality focus) into a service quality model for general practice. The theoretical constructs of the model are then related to specific variables. The implications of the proposed model for general practice management are discussed and suggestions are made for testing the model in the general practice setting.

A DEMATEL method in identifying key success factors of hospital service quality

“…However, it also can be applied in medical care service quality. Research using SERVQUAL model in health care setting has focused on patients' satisfaction and perceptions of quality [1,2,5,9,[17][18][19]28]. The result shows that the higher patients' appraisal on medical care service quality, the higher satisfaction a hospital receives.…”

Evaluating the Quality of Health Care Services in the Hashemite Kingdom of Jordan

“…The quality of the service represents the gap between expectation and perception or may be a gap between customer expectations of service quality and perception of management for those expectations, or represents the gap between the specifications of the service actually provided and the management perception of customer's expectations, or the gap between management perception for standards of quality and service actually provided -also called the performance gap -or the gap caused by the imbalance in the credibility of the Organization that appears through communication with customers, which is already different from the level of service and it's standards. Moreover, it represents the gap between the service performed and expected, and thus the quality of service achieves customer's satisfaction (Murfin, et al, 1995). Accordingly, the main objective of the scale of service quality (SERVQUAL) is to clarify the series of gaps that perception of the patients are affected for the quality of health services and make them desirable.…”

Analyzing customer satisfaction with service quality in life insurance services

“…Parasuraman et al 10 proposed the gap model of service quality that operationalized service quality as the gap between expectations and performance perceptions of the customer. Further, Murfi n et al 11 developed the service quality model for medical services. Soteriou and Stavrinides 12 developed the service quality model for bank branch in order to optimally utilize its resources.…”