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Article

Sadegh Ahmadi Kashkoli, Ehsan Zarei, Abbas Daneshkohan and Soheila Khodakarim

Hospital responsiveness to the patient expectations of non-medical aspect of care can lead to patient satisfaction. The purpose of this paper is to investigate the…

Abstract

Purpose

Hospital responsiveness to the patient expectations of non-medical aspect of care can lead to patient satisfaction. The purpose of this paper is to investigate the relationship between the eight dimensions of responsiveness and overall patient satisfaction in public and private hospitals in Tehran, Iran.

Design/methodology/approach

This cross-sectional study was conducted in 2015. In all, 500 patients were selected by the convenient sampling method from two public and three private hospitals. All data were collected using a valid and reliable questionnaire consisted of 32 items to assess the responsiveness of hospitals across eight dimensions and four items to assess the level of overall patient satisfaction. Data analysis was performed using descriptive statistics and multivariate regression was performed by SPSS 18.

Findings

The mean score of hospital responsiveness and patient satisfaction was 3.48±0.69 and 3.54±0.97 out of 5, respectively. Based on the regression analysis, around 65 percent of the variance in overall satisfaction can be explained by dimensions of responsiveness. Seven independent variables had a positive impact on patient satisfaction; the quality of basic amenities and respect for human dignity were the most powerful factors influencing overall patient satisfaction.

Originality/value

Hospital responsiveness had a strong effect on overall patient satisfaction. Health care facilities should consider including efforts to responsiveness improvement in their strategic plans. It is recommended that patients should be involved in their treatment processes and have the right to choose their physician.

Details

International Journal of Health Care Quality Assurance, vol. 30 no. 8
Type: Research Article
ISSN: 0952-6862

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Article

Ehsan Zarei, Soghra Karimi, Soad Mahfoozpour and Sima Marzban

A quality management system (QMS) is defined as interacting activities, methods and procedures used to monitor, control and improve service quality. The purpose of this…

Abstract

Purpose

A quality management system (QMS) is defined as interacting activities, methods and procedures used to monitor, control and improve service quality. The purpose of this paper is to describe the QMS status using the Quality Management System Index (QMSI) in hospitals affiliated to Shahid Beheshti Medical Sciences University in Tehran, Iran.

Design/methodology/approach

In this cross-sectional study, 28 hospitals were investigated. A validated 46-item questionnaire was used for data collection. Data were analyzed using descriptive statistics, Pearson correlation, independent student’s t-test and regression analysis.

Findings

The mean QMSI score was 18.4: 15.3 for public and 20.9 for non-public hospitals (p=0.001). The lowest (1.96) and the highest (2.14) scores related to “Quality policy documents” and “Quality monitoring by the board,” respectively. The difference between public and non-public hospitals was significant in all nine QMSI dimensions (p=0.001). The QMSI score was higher in non-public and small hospitals than in public and large ones (p=0.05).

Originality/value

Most QMS studies come from developed countries, and there is no systematic information about the mechanisms and processes involved in implementing QMS in developing countries like Iran. This is the first study on Iranian hospital QMS using a newly developed tool (QMSI), and results showed that QMS maturity in these hospitals was relatively good, but the non-public hospitals status (private and charity) was far better than public hospitals.

Details

International Journal of Health Care Quality Assurance, vol. 32 no. 1
Type: Research Article
ISSN: 0952-6862

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Article

Ehsan Zarei

Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of…

Abstract

Purpose

Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of this paper is to assess the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients’ perspective.

Design/methodology/approach

This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications.

Findings

Eight significant factors were extracted for outpatient service quality, which explained about 67 per cent of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients’ perception of outpatient service quality was 3.89 (±0.60). About 59.5 per cent of patients assessed the quality of outpatient services as good, 38.2 per cent as moderate, and 2.3 per cent as poor.

Practical implications

The instrument developed for this study is valid and reliable, and it can help hospital managers to identify the areas needing improvement and correction.

Originality/value

According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centres were of adequate quality, based on patient assessments.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 8
Type: Research Article
ISSN: 0952-6862

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Article

Ehsan Zarei, Mohammad Arab, Seyed Mahmoud Ghazi Tabatabaei, Arash Rashidian, Abbas Rahimi forushani and Roghayeh Khabiri

In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered…

Abstract

Purpose

In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered a key factor in obtaining market share. The purpose of this paper is to test a model of customer loyalty among patients of private hospitals in Iran.

Design/methodology/approach

This cross-sectional study was carried out in Tehran, the capital of the Islamic Republic of Iran in 2010. The study samples composed of 969 patients who were consecutively selected from eight private hospitals. The survey instrument was designed based on a review of the related literature and included 36 items. Data analysis was performed using structural equation modeling.

Findings

For the service quality construct, three dimensions extracted: Process, interaction, and environment. Both process and interaction quality had significant effects on perceived value. Perceived value along with the process and interaction quality were the most important antecedents of patient overall satisfaction. The direct effect of the process and interaction quality on behavioral intentions was insignificant. Perceived value and patient overall satisfaction were the direct antecedents of patient behavioral intentions and the mediators between service quality and behavioral intentions. Environment quality of service delivery had no significant effect on perceived value, overall satisfaction, and behavioral intentions.

Originality/value

Contrary to previous similar studies, the role of service quality was investigated not in a general sense, but in the form of three types of qualities including quality of environment, quality of process, and quality of interaction.

Details

Journal of Health Organization and Management, vol. 28 no. 6
Type: Research Article
ISSN: 1477-7266

Keywords

Content available
Article

Keith Hurst

Abstract

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 8
Type: Research Article
ISSN: 0952-6862

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Article

Ehsan Sadeh

The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals.

Abstract

Purpose

The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals.

Design/methodology/approach

The current study conducted a review of the existing literature to identify operational dimensions of the research variables. As a result of the review, 17 dimensions were identified; five European foundation for quality management enablers, five SERVQUAL service quality dimensions, four patients’ satisfaction elements and three patients’ loyalty components. To evaluate interrelationships among these 17 research dimensions, decision-making trial and evaluation laboratory technique was applied using experts’ opinions.

Findings

Several key relations were found among research dimensions. Research findings could provide a scientific insight for hospital managers to understand how they could increase the level of patients’ satisfaction and loyalty through high-quality services provided by quality management enablers.

Research limitations/implications

This study has been conducted based on the expert’s opinions from private hospitals located in Tehran and Alborz provinces, Iran. Although the results could be useful for hospital managers in different places and could provide them a valuable insight and knowledge, findings are limited to Iranian private hospitals.

Originality/value

It is taken for granted that patients’ satisfaction and loyalty could increase as a result of high-quality medical and treatment services in hospitals. On the other hand, offering excellent services meeting all the needs and expectations of customers could be consequence product of quality management enablers. Even though satisfaction and loyalty of customers, i.e. patients, is the primary target of quality management, there is little research in the literature as to how enablers of quality management can secure the satisfaction and loyalty through increasing service quality in hospitals. The gap is more critical because the specialized dimensions of four research variables have not been previously integrated into a coherent framework and interrelationships among them have not been studied and clarified in detail. The current study attempts to bridge this gap.

Details

The TQM Journal, vol. 29 no. 1
Type: Research Article
ISSN: 1754-2731

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Article

Mohsen Pakdaman, Sara Geravandi, Ali Hejazi, Mobin Salehi and Mahboobeh Davoodifar

Currently, the health system is a treatment-oriented system focused on service providers. In this system, the main focus is on the health market, with little attention on…

Abstract

Purpose

Currently, the health system is a treatment-oriented system focused on service providers. In this system, the main focus is on the health market, with little attention on insured. One way to get out of existing conditions is to empower the insured in order to involve them actively in maintaining and improving health. The paper aims to discuss these issues.

Design/methodology/approach

This qualitative study was done using the content analysis method. Based on the purposive sampling method and theoretical saturation criterion, 24 individuals including 12 health insurance experts and 12 insured participated in the study in 2018. The semi-structured interview method was used to collect data. Data were analyzed using MAXQDA10 software.

Findings

Having analyzed the interviews, 750 codes were obtained. These codes were categorized into two categories of “insurance experts” and “insured” and ten subcategories of “informing and educating, cost reduction, intersectional activities, expectations from the insured, services package, access to services, inability to pay costs, participation, and expectations from the insurance organization.”

Originality/value

This qualitative study was conducted to assess and determine the effective strategies for empowering the insured under health insurance. The results of this study are helpful to the health insurance organizations and health decision makers to detect the effective ways to develop the quality of insurance services, improve the status of insured, and increase access to health care goods and services.

Details

International Journal of Human Rights in Healthcare, vol. 12 no. 5
Type: Research Article
ISSN: 2056-4902

Keywords

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Article

Mohammed Z. Salem

The purpose of this paper is to examine perfume packaging in Spain and its effects on Basque female consumers’ purchase decision. The study population was made up of…

Abstract

Purpose

The purpose of this paper is to examine perfume packaging in Spain and its effects on Basque female consumers’ purchase decision. The study population was made up of females, as they represent the highest consumer in the perfume market, accounting for 67 percent of the total perfume sales (Trufragance.com). Furthermore, in the past few years the perfume industry has basically targeted females (McIntyre, 2013).

Design/methodology/approach

An empirical study was conducted using a questionnaire to collect primary data in order to test the hypotheses. The questionnaire was distributed to 400 randomly selected respondents, from the general female population.

Findings

The findings show a relationship between the independent variables (i.e. visual packaging design, verbal packaging design, and packaging benefits) and the dependent variable (i.e. consumer purchase decision) based on several reasons discussed thoroughly in this paper. Additionally, age, education level, marital status, monthly income, and employment category of sample subjects influence the effect of perfume packaging on purchase decisions.

Research limitations/implications

The main limitation of this study is the use of simple random sampling. The research findings bear important implications for more functional, emotional, environmental, and socially responsible marketing practice where packaging is concerned.

Practical implications

The findings of this study contribute to the understanding of packaging as a strategic marketing tool and how it can significantly influence the female’s purchase decision. Thus, giving managers and marketers a competitive advantage in this increasingly growing market. A new concept and measurement scale is presented that can be used for identifying creative packaging design and its benefits.

Originality/value

This study remains one of few research works focusing on the four dimensions of packaging benefits: functional, social, emotional, and environmental. Furthermore, it attempts to fulfill the identified need for encompassing potential and generally accepted packaging elements, including both the visual and verbal elements. Therefore, the uniqueness of this study arises from its examination of both aspects simultaneously, which has been ignored in previous research.

Details

Management Decision, vol. 56 no. 8
Type: Research Article
ISSN: 0025-1747

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Article

Hyo Sun Jung and Hye Hyun Yoon

The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction.

Abstract

Purpose

The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction.

Design/methodology/approach

The sample consisted of 366 food and beverage employees in the Korean hospitality industry. The validity and reliability of the respondents’ replies regarding EI, stress-coping styles and job satisfaction were tested through exploratory factor analysis, reliability analysis and confirmatory factor analysis. Once the measure was validated, a structural equation model was used to test the validity of the proposed model and hypotheses.

Findings

The results showed that the elements of EI (i.e. self-emotion appraisal [SEA], use of emotion [UOE], regulation of emotion [ROE] and others’ emotion appraisal [OEA]) had a significant, positive effect on the cognitive-appraisal coping style, whereas only SEA and UOE had a significant, positive effect on the problem-solving coping style. Meanwhile, SEA had a significant, negative effect on the emotion-focused coping style. In addition, employees’ problem-solving and cognitive-appraisal stress-coping styles showed a significant, positive effect on their job satisfaction. Employees’ UOE and ROE demonstrated a significant, positive effect on job satisfaction.

Research limitations/implications

The generalizability and, therefore, implications are limited to the Korean hotels and family restaurants. Future research needs to closely examine models and variables which may become the causes of individual traits, relationship traits and leadership.

Originality/value

Strategies to cope with stress and job satisfaction used by family restaurant employees showed more sensitive effects of control than hotel employees did in the organic causal relationships between EI and strategies to cope with stress/job satisfaction. The results of this study, which indicate that hospitality companies can increase employees’ job satisfaction by enhancing their employees’ EI, suggest detailed and practical alternatives to human resource management, as employees with higher degrees of EI can bring positive outcomes to both organizations and employees. Hospitality employees’ EI is significant in terms of organizational performance.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

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