Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan

Ho, Li‐Hsing; Feng, Shu-Yun; Yen, Tieh‐Min

doi:10.1108/ijhcqa-06-2014-0072

Cited by 10 publications

(6 citation statements)

References 38 publications

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“…Although IPA has been shown to be able to assess the quality gaps and priorities for improvement [ 14 ], few reports have investigated the use of SERVQUAL and IPA in a critical care setting in Western or East Asian countries, such as quality improvement priorities in myocardial infarction care [ 37 ]. However, performance and priorities vary significantly across healthcare systems [ 37 ], and it remains unclear whether one model or instrument is better, even though other models have also been used to assess the service quality of healthcare [ 17 , 38 – 40 ]. Our study provides further information regarding the application of these instruments and methods in healthcare services, especially the critical care setting.…”

Section: Discussionmentioning

confidence: 99%

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Kao

Chang

et al. 2020

BMC Health Serv Res

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Background Assessing patients’ expectations and perceptions of health service delivery is challenging. To understand the service quality in intensive care units (ICUs), we investigated the expected and perceived service quality of ICU care. Methods We conducted this study at an ICU of a university-affiliated medical center in Taiwan from April to September 2019. Admitted patients or their family members responded to a questionnaire survey adopted from the SERVQUAL instrument consisting of 22 items in five dimensions. The questionnaire was provided on ICU admission for expectation and before ICU discharge for perception. We analyzed the quality gaps between the surveys and applied important-performance analysis (IPA). Results A total of 117 patients were included (62.4% males, average age: 65.9 years, average length of stay: 10.1 days, and 76.9% survival to ICU discharge). The overall weighted mean scores for the surveys were similar (4.57 ± 0.81 and 4.58 ± 0.52, respectively). The ‘tangibles’ dimension had a higher perception than expectation (3.99 ± 0.55 and 4.31 ± 0.63 for expectation and perception, respectively, p < 0.001). IPA showed that most of the items in ‘reliability,’ ‘responsiveness’ and ‘assurance’ were located in the quadrant of high expectation and high perception, whereas most of the items in ‘tangibles’ and ‘empathy’ were located in the quadrant of low expectation and low perception. One item (item 1 for ‘tangibles’) was found in the quadrant of high expectation and low perception. Conclusions The SERVQUAL approach and IPA might provide useful information regarding the feedback by patients and their families for ICU service quality. In most aspects, the performance of the ICU satisfactorily matched the needs perceived by the patients and their families.

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Section: Discussionmentioning

confidence: 99%

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Kao

Chang

et al. 2020

BMC Health Serv Res

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“…To date, there have been still no consensus of the exact definition of medical tourism [3][4][5]. But generally, medical tourism is defined as itself industry as the healthcare service providers offering medical treatments to the international patients or medical tourists [6], [7], [8].…”

Section: Medical Tourism Supply Chain In Thailandmentioning

confidence: 99%

An Exploratory Study of Identifying Critical Success Factors for Customer Preferences in Medical Tourism Supply Chain using MAXQDA 2022

Somabutr

Pandian

Roh

2022

2022 5th International Conference on Computers in Management and Business (ICCMB)

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Medical tourism is one of the significant industries that drives the economies countries and leads other domestic business sectors grow parallelly. Therefore, the purpose of this research is to identify the critical success factors for customer preferences in Thai medical tourism supply chain. Semi-structure interview was chosen to collect data from ten rich experienced practitioners from JCI accredited hospitals in Thailand. Researchers employed qualitative approach based on the interpretivism philosophy to gain current facts of customers' preferences and insights from dynamic phenomenon within medical tourism industry. Researchers employed thematic analysis approach to classify the factors by adopting MAXQDA 2022. MAXQDA 2022 is selected as the efficient qualitative software to rigorously analyze and display the results. The finding from this research provides medical tourism policy makers and its stakeholders build their awareness of 10 critical success factors affecting the growth of Thai medical tourism industry and enable them to take potential actions in advance for potential medical tourists in the future. CCS CONCEPTS •Applied computing~Operations research~Industry and manufacturing~Supply chain management •General and reference~Document types~Surveys and overviews

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“…Beberapa penggunaan service quality dalam suatu organisasi antara lain service quality dapat digunakan untuk memahami tingkat kesenjangan yang ada antara harapan dan persepsi di antara pelanggan perbankan dalam konten kualitas layanan [2]- [4]. Pada bidang kesehatan, service quality digunakan untuk mengevaluasi kepuasan pasien terhadap kualitas layanan kesehatan rumah sakit [5], [6]. Hasil penelitiannya dapat menunjukkan atribut dari service quality yang mempunyai level kepuasan yang tinggi dari konsumen dan atribut yang mempunyai level kepuasan yang rendah.…”

Section: Pendahuluanunclassified

Analisis Layanan Sistem Informasi Akademik Perguruan Tinggi Berbasiskan Fuzzy Service Quality

Buditjahjanto¹

2020

JNTETI

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Perguruan tinggi sebagai suatu organisasi yang menawarkan layanan sistem informasi akademik harus dapat dianalisis layanan sistem informasi akademiknya. Untuk menganalisis layanan sistem informasi akademiknya, perguruan tinggi harus dapat mengukur gap antara persepsi dan ekspektasi pengguna, dalam hal ini mahasiswa. Analisis dilakukan pada kelima dimensi service quality (Servqual) melalui indikator-indikatornya sehingga dapat diketahui masing-masing gap yang terjadi, bernilai positif atau negatif. Metode fuzzy service quality digunakan pada makalah ini karena mempunyai kemampuan dalam menghilangkan ketidakkonsistenan, ketidakyakinan, dan ketidakcukupan dalam menilai suatu masalah yang ada pada sistem informasi akademik. Hasil menunjukkan bahwa seluruh nilai gap pada dimensi service quality menunjukkan tanda negatif. Hal ini menunjukkan bahwa layanan yang disediakan masih belum memenuhi ekspektasi para pengguna. Oleh karena itu, diperlukan peningkatan layanan tersebut pada masing-masing dimensi pada service quality. Nilai gap pada dimensi service quality yang tertinggi adalah pada dimensi reliability, yaitu sebesar -1,010, dikuti oleh responsiveness sebesar -0,906, assurance sebesar -0,831, empathy sebesar -0,703, dan tangible sebesar -0,685.

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Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan

Abstract: The contribution of this study is to create a fuzzy gap analysis to assess the performance of medical tourism service quality, identify key quality characteristics and provide a direction for improvement and development for medical tourism service quality in Taiwan.

Cited by 10 publications

References 38 publications

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

An Exploratory Study of Identifying Critical Success Factors for Customer Preferences in Medical Tourism Supply Chain using MAXQDA 2022

Analisis Layanan Sistem Informasi Akademik Perguruan Tinggi Berbasiskan Fuzzy Service Quality

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