The relative importance of service dimensions in a healthcare setting

Ramsaran-Fowdar, Rooma Roshnee

doi:10.1108/09526860810841192

Cited by 141 publications

(135 citation statements)

References 40 publications

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“…(Tabish, 1998). Patient satisfaction and service quality are critical components in strategic planning processes; because as a result of increasing in better technology, patients are more informed than ever and if they are not satisfied, they will switch to an alternative health care provider (Ramsaran-Fowdar, 2008). A positive customer experience affects corporate business performance, including profitability, productivity, market share, and reduce costs (Zeithaml, 2000).…”

Section: Introductionmentioning

confidence: 99%

Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling

Kazemi¹,

Ehsani²,

Abdi³

et al. 2013

10.5267/j.msl

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This paper presents an empirical investigation to measure different dimensions of hospital service quality (HSQ) by gap analysis and patient satisfaction (PS). It also attempts to measure patients' satisfaction with three dimensions extracted from exploratory factor analysis (EFA) by Principle component analysis method and conformity factor analysis (CFA). In addition, the study analyzes relationship between HSQ and PS in the context of Iranian hospital services, using structural equation modeling (SEM) from patients' perspectives. The maximum gap observed in "responsiveness" and the minimum one in "assurance". In addition, patients had the most satisfaction in "trust" with the mean of 3.83 followed by "General Satisfaction" with the mean of 3.68 and they had the least satisfaction in "Acceptance" with the mean of 3.53. Two measurement models were used for measuring hospital service quality and patient satisfaction and one structural model, which showed the relationship between them. The result of this study showed that there was a positive and significant impact from hospital service quality on patient satisfaction (0.463). In addition, there was a positive and significant relationship between hospital service quality and five dimensions. Furthermore, it was shown that patient satisfaction and three dimensions (General Satisfaction, Trust, and Acceptance) were associated with each other, significantly and positively. At last management strategies and practical suggestions were presented to hospital.

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Section: Introductionmentioning

confidence: 99%

Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling

Kazemi¹,

Ehsani²,

Abdi³

et al. 2013

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…Babakus and Mangold, 1992;DeMan et al, 2002;Canel and Fletcher, 2001;Lim and Tang, 2000;Andaleeb, 1998;Jabnoun and Chaker, 2003;Pakdil, F & Harwood, 2005).In other cases, the scale need some modifications to be more applicable to health organizations (e.g Gro¨onroos, 1982;Lehtinen and Lehtinen,1982;Choi et al, 2004;Ygge and Arnetz 2001;Suhonen et al, 2004;Zineldin, 2006;Choi et al, 2004;Andaleeb,2001;Fowdar, 2005;Sohail, 2003;Ramsaran-Fowdar, (2008);Priporaset al, 2008). Ramsaran-Fowdar,R.,(2008) Proposed modified SERVQUAL scale for private healthcare context ( PRIVHEALTHQUAL). Some dimensions were relatively equivalent with two additional dimensions: "core medical services/professionalism/skill/ competence" and "information dissemination".…”

Section: Healthcare Quality and Servqual Scalementioning

confidence: 99%

“…There is a general agreement that the 22 items are reasonably good predictors of service quality in its entirety. Although, it has been subject to criticisms conceptually and methodologically for example: Arasli et al, 2005;Badri et al, 2005;Jabnoun and Khalifa, 2005;Landrum et al, 2007;Babakus and Mangold, 1989;Brown et al, 1993;Carman, 1990;Taylor, 1992, 1994;Spreng and Singh, 1993;and Teas, 1993) (Sureshchandar et., al..,2001;Ramsaran-Fowdar, 2008). The study of Ladhari, (2009) provides a review of 20 years of SERVQUAL applications.…”

Section: Healthcare Quality and Servqual Scalementioning

confidence: 99%

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The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Alrubaiee¹,

Alkaa'ida²

2011

IJMS

176

151

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The main purpose of this study is to investigate the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction. Study aim also to test the significance of socio-demographic variables in determining healthcare quality, patient satisfaction, and patient trust. Patient perception of healthcare quality was measured using modified SERVQUAL model and results indicate that it appears to be a consistent and reliable scale. Finding indicate that, while patient perception of healthcare quality has a strong and positive impact on the patient satisfaction and patient trust , patient satisfaction has also significant impact on patient trust. Moreover, patient satisfaction appears to play an important mediating role in increasing the strength of the association between healthcare quality and patient trust in healthcare service provider. Results confirm the varying importance of some socio-demographic variables on patient perception of healthcare quality, patient satisfaction, and patient trust. It has also been found that private hospitals have higher overall healthcare quality than public hospitals. Study indicate that patient of private hospitals are more satisfied and feel more trust in healthcare service provider than public hospitals.

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“…During the CIT phase of the interview, respondents were asked to recall the most recent encounter with their GPs (either normal or failure/recovery encounters) experienced within the last twelve months. The focus on the last 12 months was necessary to avoid or reduce biases and mistakes in the responses and description of encounters due to the passage of time since the encounter (Gremler, 2004;Ramsaran-Fowdar, 2008). Typical service failures mentioned by respondents of the recovery subgroup were: GP did not ask thoroughly about patient symptoms and gave the wrong diagnosis; GP was not able to diagnose the patient's problem and gave the wrong or ineffective treatment; GP showed indifference and lack of interest during the interaction.…”

Section: Combining Cit and Ladderingmentioning

confidence: 99%

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Gruber

Frugone

2011

Journal of Service Management

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Purpose -The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that they look for during personal (service recovery) encounters, and to graphically illustrate the findings in a so-called hierarchical value map. This will prove to be important in order to understand patients' needs and desires correctly. Design/methodology/approach -An exploratory research study using the qualitative laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into an underdeveloped research subject. In total, in-depth laddering interviews with 38 respondents were conducted. Findings -In case of a service recovery encounter, patients believe that GPs need to show competence, friendliness and empathy in order to restore trust in them. GPs should also listen actively and do the appropriate checks in order to find the root cause of the problem. "Health" was the main value sought by patients. This value is considered by patients to be the gateway to moving on with their everyday lives and search the attainment of other values such as well-being, belongingness, accomplishment, and self-realization. Moreover, respondents would like to gain knowledge about their disease in order to prevent them in the future and to have some sense of control over the decision of the treatment. Patients also want a more active role in the medical (service recovery) encounter, which calls for a more shared approach by GPs in the interaction with their patients. Originality/value -This paper gives a valuable first insight into the desired qualities and behaviours of GPs during medical (service recovery) encounters. The study results especially indicate that complaining patients are people first and patients second, where the primary importance is the satisfaction of basic social needs. The fact that this study has revealed the highest number of values in published laddering studies so far shows how crucial these medical (service recovery) encounters in general and GP qualities and behaviours in particular are for patients. Another strong contribution of this paper is the finding that all the identified concepts from the laddering interviews that are shown in the hierarchical value maps must not been seen in strict isolation, as in previous research, but have to be understood as a network of interrelated concepts.

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The relative importance of service dimensions in a healthcare setting

Abstract: Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries.

Cited by 141 publications

References 40 publications

Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling

Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

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