Service Quality of Public Hospitals in Nepal: A Systematic Review and Meta-analysis

Abstract

Background/objectives: The goal of this study is to evaluate the service quality of hospitals in Nepal by conducting a systematic review of the literature and meta-analysis. The study aims to combine current data, pinpoint knowledge gaps, and offer sage advice to academics, decision-makers, and healthcare professionals. Design/Methodology/Approach The research design and methodology used for the study were a systematic review of the literature and meta-analysis. A thorough search across electronic databases, including PubMed, Scopus, and Web of Science, using predefined keywords relevant to hospital service quality in Nepal was carried out. The papers that met the inclusion criteria were published between January 2000 and April 2023. The systematic review included a total of 13 papers that used both quantitative and qualitative research approaches. A sample of these studies was subjected to a meta-analysis in order to quantitatively sum up the overall service quality rating in Nepalese hospitals. The heterogeneity of the chosen publications was evaluated using statistical tests like the Chi-squared based Q-test, I-squared, and Tau-squared statistics. The estimation technique used the Random Effect-Model, and publication bias have been assessed using the Eggers Test Findings The systematic research identified a number of critical facets of infrastructure, responsiveness, empathy, reliability, assurance, and tangibles as significant components of service quality in Nepalese hospitals. Based on a selection of research studies, the meta-analysis quantitatively summarised the total service quality score. The results show that service quality in hospitals in Nepal is generally moderate. The outcomes, however, also demonstrate the need for targeted changes.The 13 articles have been reviewed out of 65 articles. The Random Effect have been determined with intercept estimate of 0.645 and p-value of 0.002.The fixed effect have been determined with intercept estimate of 0.645 and value of less than 0.001. Originality/Value Through a thorough examination of the literature and metaanalysis, this research study offers a comprehensive overview of the service quality of hospitals in Nepal. The results add to the body of knowledge and provide insightful information for researchers, policymakers, and healthcare https://www.indjst.org/