Statistical measures of customer satisfaction for health care quality assurance: a case study

Hasin, M. Ahsan Akhtar; Seeluangsawat, Roongrat; Shareef, Mahmud Akhter

doi:10.1108/09526860110366214

Cited by 93 publications

(88 citation statements)

References 4 publications

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“…Specifically, during the past two decades, research centered around exploring customer satisfaction's impact on customer retention and loyalty, branding, profits, market share and growth (Ammar et al, 2008). Therefore, it is not surprising that organizations spend substantial resources measuring and managing customer satisfaction (Hasin, 2001;Lee;2005). Aburoub et al, (2011) mentioned that customers satisfaction in the first place in interested in defining of buying behavior.…”

Section: Customer Satisfactionmentioning

confidence: 99%

An Investigation of Corporate Image Effect on WOM: The Role of Customer Satisfaction and Trust

Sallam¹

2016

IJBA

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The use of positive corporate image by companies continues to be a popular method to support the customer satisfaction, and to encourage his/her trust on the company, and lead the customer to own more positive word of mouth about the company and its brand. When the customers have the positive corporate image they focus on aspects of a company, in addition, they usually express it by using the positive words of mouth, and which in turn is considered the goal of any company. The reason that lies behind using corporate image is its direct and indirect strong impacts that build customer satisfaction and makes customers more trust to speak positively about the company. This theoretical paper develops a conceptual framework that explains how independent variable (corporate image) effects on dependent variable which is called word of mouth when trust and customer satisfaction are mediating. A study carried out in Saudi Arabia using 150 respondents as consumers who used any kinds of car service. Path analysis confirmed that, corporate image had positive impact on customers' satisfaction and trust. In addition, the study illustrated that customer's trust had greater positive impact on customer's word of mouth than customer's satisfaction.

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Section: Customer Satisfactionmentioning

confidence: 99%

An Investigation of Corporate Image Effect on WOM: The Role of Customer Satisfaction and Trust

Sallam¹

2016

IJBA

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“…A Taiwan study used a two-dimension service quality model: competence and interpersonal quality (Chen & Cheng, 2010), whereas for a study in Japan, functional and technical quality were used (Eleuch, 2011). A service quality measurement in Thailand considered communication, responsiveness, courtesy, cost and cleanliness to be relevant (Hasin, Seeluangsawat, & Shareef, 2001).…”

Section: Health Care Service Quality Measurementmentioning

confidence: 99%

Hospital service quality measurement models: patients from Asia, Europe, Australia and America

Thawesaengskulthai

Wongrukmit

Dahlgaard

2015

Total Quality Management & Business Excellence

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This study explores how service quality in hospitals is perceived and measured among different groups of patients from four major continents (i.e. Asia, Europe, Australia and North America) who came to receive medical services in Thailand. Using stratified random sampling, data were collected from 2189 patients from 80 countries and four continents at six hospitals which provide healthcare services to international patients in Thailand. Four different models of measuring service quality based on different continents were developed with different numbers of quality dimensions and also a variation in the number of quality attributes. Asian patients provided a four dimension model with 20 items; while a two-dimension model with 16 items was identified for European patients. Australian patients also revealed a two-dimension model but with 22 items, while patients from America provided a three-dimension model, also with 17 items. The study reveals that the development of service quality measurement models should not only consider context-specific items such as size and location, but should also include the nationality and demographic of the patient population. The findings also support that service quality has a significant impact on service satisfaction and the retention level of customers at the hospital. The concluded frameworks may guide healthcare providers to deliver better quality healthcare services and to sustain competitiveness.

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“…However, because core service tangibles were not well addressed, another group of researchers developed different tools to measure service quality in hospitals (Aagja & Garg, 2010;Andaleeb, 1998;Chahal & Kumari, 2010;Chen & Cheng, 2010;Choi, Cho, Lee, Lee, & Kim, 2004;Dagger, Sweeney, & Johnson, 2007;D'Souza & Sequeira, 2012;Duggirala, Rajendran, & Anantharaman, 2008;Eleuch, 2011;Hasin, Seeluangsawat, & Shareef, 2001).…”

Section: Service Quality Measurementsmentioning

confidence: 99%

Hospital service quality preferences among culture diversity

Wongrukmit

Thawesaengskulthai

2014

Total Quality Management & Business Excellence

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This study proposes a new methodology to analyse hospital service quality. The new methodology was used at the largest private international hospital in Thailand. To understand differences in the perceived service quality among patients from different nationalities (Japan, Myanmar, Arabic States, and Thailand), a comparative analysis was conducted. An integration of a modified SERVQUAL scale and the Kano model was used to categorise and prioritise the hospital's service quality attributes. Analysis of variance was applied to differentiate market segmentation based on nationality, and a proposed importance analysis grid for improvement was applied to prioritise areas of improvements. The quality attributes showed a significantly different level among different nationalities. The results obtained by this research can provide important clues to improve the perceived service quality by offering different quality improvement strategies to meet different nationalities' needs.

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Statistical measures of customer satisfaction for health care quality assurance: a case study

Cited by 93 publications

References 4 publications

An Investigation of Corporate Image Effect on WOM: The Role of Customer Satisfaction and Trust

An Investigation of Corporate Image Effect on WOM: The Role of Customer Satisfaction and Trust

Hospital service quality measurement models: patients from Asia, Europe, Australia and America

Hospital service quality preferences among culture diversity

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