Perceptual Gaps in Understanding Patient Expectations for Health Care Service Quality

OʼConnor, Stephen J; Trinh, Hanh Q.; Shewchuk, Richard M.

doi:10.1097/00004010-200004000-00002

Cited by 105 publications

(52 citation statements)

References 32 publications

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“…H1: Patient perception of healthcare quality has favorable effects on customer behavioral intentions (Table 4) H2: Patient perception of healthcare quality has positive effects on patient satisfaction (Table 5) H3: Patient satisfaction is significantly related to behavioral intentions (Table 6) The findings are consistent with other research that show service quality is an antecedent to behavioral intentions (Li et al, 2010;Wu et al, 2008;Boshoff & Gray, 2004;Bou-Llusar et al, 2001;O'Connor et al, 2000;Zeithaml et al, 1996;Gooding, 1995;Parasuraman et al, 1985Parasuraman et al, , 1988. Furthermore, perceived health care quality has a positive influence on patient satisfaction (Badri et al, 2009;Navid et al, 2010;Mpinganjira, 2011).…”

Section: Hypotheses H1-h3supporting

confidence: 84%

“…For the direct effect, many studies in different industries have shown that service quality is an antecedent to behavioral intentions (Li, Huang, & Yang, 2011;Boshoff & Gray, 2004;Bou-Llusar et al, 2001); Parasuraman et al, 1985Parasuraman et al, , 1988Zeithaml et al, 1996). In health care settings, many evidences have also shown that the direct impact exists (Wu, Liu, & Hsu, 2008;O'Connor, Trinh, & Shewchuk, 2000;Gooding, 1995). When customers' perception of service quality are high, the behavioral intentions are favorable, which strengthen their relationship with the organization.…”

Section: Linking Service Quality Satisfaction and Behavioral Intentmentioning

confidence: 99%

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Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

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This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.

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Section: Hypotheses H1-h3supporting

confidence: 84%

Section: Linking Service Quality Satisfaction and Behavioral Intentmentioning

confidence: 99%

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

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“…Studies show that perceived service quality is directly linked to compliance with medical advice and treatment regimes to achieving best health outcomes. 12 Quality has been defined as "The totality of features and attributes of a service that bear on its ability to satisfy a given need". 13 However, service quality is being increasingly expressed as a function of consumer expectations of service to be provided compared with their perceptions of the actual service experience.…”

Section: Discussionmentioning

confidence: 99%

Evaluation of service quality of hospital outpatient department services

Chakravarty

2011

Medical Journal Armed Forces India

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BACKGROUNDIt has become essential for hospital managers to understand and measure consumer perspectives and service quality gaps, so that any perceived gap in delivery of service is identified and suitably addressed. A study was conducted at a peripheral service hospital to ascertain any service gap between consumer expectations and perceptions in respect of the hospital outpatient department (OPD) services. METHODA cross-sectional study was conducted using SERVQUAL as the survey instrument, the instrument being validated for use in the hospital environment. Consumer ratings across 22 items of the survey instrument were collected in paired expectation and perception scores and then service quality gaps were identified and statistically analysed. RESULTSService quality gaps were identified to exist across all the five dimensions of the survey instrument, with statistically significant gaps across the dimensions of 'tangibles' and 'responsiveness.' The quality gaps were further validated by a total unweighted SERVQUAL score of (-) 1.63. CONCLUSIONThe study concludes that significant service quality gaps existed in the delivery of the hospital OPD services, which need to be addressed by focused improvement efforts by the hospital management. MJAFI 2011;67:221-224

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“…SERVQUAL methodology has become primary tool for measuring "functional service quality" in service industries including health care services [22], [29]- [31]. SERVQUAL is based on the expectancy disconfirmation model [32], which states that evaluation of service quality by comparing the gap between prior expectations of what the service should provide and perception of service received [33]- [35].…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Perceptions of Health Examination Service Quality: An Empirical Investigation in South Korea

Kang¹,

Oh²

2015

IJSSH

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Abstract-With an increasing trend of extended life expectancy and consequential aging society, the demand for health examination is ever heightened. The purpose of this study is to identify the dimensions of health examination service quality and their influence on customer satisfaction and behavioral intention. We utilized a modified SERVPERF model, in which service quality consists of six factors of tangibles, reliability, responsiveness, assurance, empathy, and privacy. Using the structural equation model analysis, we found that six factors of SERVPERF are consolidated into five. Privacy loses its significance, responsiveness and assurance stay valid, and tangibles factor is split into two. Overall, reliability, empathy, and tangibles 1 are found to be the relatively influential to consumer satisfaction.

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Perceptual Gaps in Understanding Patient Expectations for Health Care Service Quality

Cited by 105 publications

References 32 publications

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Evaluation of service quality of hospital outpatient department services

Customer Perceptions of Health Examination Service Quality: An Empirical Investigation in South Korea

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