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Article
Publication date: 1 February 2001

M.A.A. Hasin, Roongrat Seeluangsawat and M.A. Shareef

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction…

Abstract

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future.

Details

International Journal of Health Care Quality Assurance, vol. 14 no. 1
Type: Research Article
ISSN: 0952-6862

Keywords

Content available
Article
Publication date: 18 April 2018

Po-Hsing Tseng, Kendall Richards and Nick Pilcher

This paper aims to use an analytic hierarchy process (AHP) and combine this with the fuzzy theory to identify key indicators influencing English-medium instruction (EMI…

Abstract

Purpose

This paper aims to use an analytic hierarchy process (AHP) and combine this with the fuzzy theory to identify key indicators influencing English-medium instruction (EMI) in the shipping courses of Taiwan’s higher education.

Design/methodology/approach

Based on a literature review and expert interviews, an evaluation model with 4 indicators and 13 sub-indicators was developed. Questionnaire samples included university English teachers (eight), university shipping teachers (nine) and shipping practitioners (eight).

Findings

Using 25 effective samples, the results found that “teachers’ characteristics” is the most important indicator, followed by “syllabus design”, “university resources” and “students’ characteristics”. Such a finding could provide valuable teaching and managerial strategies for EMI design in both university and industry sectors.

Research limitations/implications

Expert questionnaire targets have focused on university English teachers, university shipping teachers and shipping practitioners. Other related field experts could be further surveyed and compared in the future studies.

Practical implications

The findings of EMI indicators in the shipping courses could be used for course and material design by shipping companies, shipping authorities and universities. It is expected that these indicators could inform the provision of reasonable teaching resources allocation.

Social implications

This paper provides important guidance for designing EMI in shipping courses. Related stakeholders will be able to understand important concepts regarding designing EMI courses.

Originality/value

First, EMI indicators in the shipping courses have seldom been studied in the past. They are, however, important for both shipping industries and education intuitions. Second, as its method, this paper adopts decision analysis quantitative tool to complement previous qualitative studies regarding EMI studies.

Details

Maritime Business Review, vol. 3 no. 1
Type: Research Article
ISSN: 2397-3757

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Article
Publication date: 8 July 2020

Raghav Upadhyai, Neha Upadhyai, Arvind Kumar Jain, Hiranmoy Roy and Vimal Pant

Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published…

Abstract

Purpose

Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.

Design/methodology/approach

Sixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.

Findings

The findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.

Originality/value

Rather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.

Details

Benchmarking: An International Journal, vol. 27 no. 6
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 16 March 2015

J Rama Krishna Naik, Byram Anand and Irfan Bashir

– The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India.

Abstract

Purpose

The purpose of this study is to investigate and test a six-factor model that explains considerable variation in patient satisfaction with tertiary care hospitals in India.

Design/methodology/approach

The data of this study were collected through a systematic randomly distributed questionnaire. A pre-tested and contextually prepared structured questionnaire was used to gather 436 responses from selected tertiary care hospitals located in Hyderabad. Descriptive statistics, confirmatory factor analysis and Cronbach’s alpha are used to measure the internal consistency of the scale using the computer software SPSS 20.0.

Findings

The findings of this study highlight six distinct dimensions of patient satisfaction and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found.

Research limitations/implications

One limitation to this study was the inclusion of the selected tertiary care hospitals in Hyderabad city and responses are collected from inpatients who were admitted in the surgical departments of these hospitals.

Practical implications

This instrument would enable patients to provide feedback to hospitals regarding the quality of health care received by them. Hospitals could use this feedback to analyze their performance, satisfaction and benchmark their performance against competitive hospitals. This study has directs implications for health care service providers to provide quality of services to patients, to maintain high level of patient’s satisfaction and re-intentions.

Originality/value

Few studies identified and examined the factors that influence patient’s perceived satisfaction. This study adds value by investigating what factors influences patient satisfaction among selected tertiary care hospitals located in Hyderabad.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 1
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 26 October 2010

Panchapakesan Padma, Chandrasekharan Rajendran and Prakash Sai Lokachari

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to…

Abstract

Purpose

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India.

Design/methodology/approach

The study employs questionnaire‐survey approach to obtain the perceptions of patients and attendants. The instruments developed have been validated using tests for reliability, validity and uni‐dimensionality. Data collected have been analyzed by using statistical techniques such as bi‐variate correlation and multiple regression.

Findings

Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. The study also revealed that the hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Research limitations/implications

Results of the study are dependent on the nature and number of respondents, i.e. the study has captured only the perceptions of service receivers – patients and attendants; and sample size of the study – 204 patients and 204 attendants – due to limited response rate and other operational constraints.

Practical implications

The present study allows the hospital administrators to benchmark their hospitals with those of their competitors by comparing the mean values of the dimensions of SQ. The study also allows a comparison of the performance of government and private hospitals in terms of the services offered.

Originality/value

The study conceptualizes hospital SQ as an eight‐dimensional framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals.

Details

Benchmarking: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 1 October 2018

Quinton Nottingham, Dana M. Johnson and Roberta Russell

Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of…

Abstract

Purpose

Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of healthcare entities for greater profitably place demands and high expectations for service quality impacting overall patient experience. Extending a prior multivariate, single-period model of varied medical practices predicting patient experience to a three-year time period to understand whether there was a change in overall assessment using data analytics. The paper aims to discuss these issues.

Design/methodology/approach

SEM was employed on a per year and aggregated, three-year basis to gain insights into qualitative psychometric constructs predicting overall patient experience and strength of the relationships.

Findings

Statistically significant differences were uncovered between years indicating the strength of the relationships of latent variables on overall performance.

Research limitations/implications

Study focused on data gathered from a questionnaire mailed to patients who visited various outpatient medical clinics in a rural community with over 4,000 responses during the three-year study period. A higher percentage of female respondents over the age of 45 may limit the generalizability of the findings.

Practical implications

Practitioners can gain a broader understanding of different factors influencing overall patient experience. Administrative processes associated with the primary care provider are inconsequential. Patients are not as concerned with patient flow as they are with patient safety and health.

Originality/value

This research informs healthcare quality management of psychometrics and analytics to improve the overall patient experience in outpatient medical clinics.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 9
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 10 April 2009

Panchapakesan Padma, Chandrasekharan Rajendran and L. Prakash Sai

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends…

Abstract

Purpose

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”).

Design/methodology/approach

Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality.

Findings

Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed.

Practical implications

This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors.

Originality/value

This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)‐perceived healthcare quality.

Details

Benchmarking: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 13 March 2009

Panisa Lanjananda and Paul G. Patterson

Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction…

Abstract

Purpose

Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction. The purpose of this paper is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of contact personnel in a high‐contact service setting (healthcare industry). The paper contributes to the literature by examining two groups of constructs – dispositional variables (e.g. personality traits of the service provider) as well employee perceptions of service climate, mediated by surface traits and organizational commitment, on the dependent variable, COB of nurses in a hospital context.

Design/methodology/approach

The study involved both qualitative (focus groups) and a large‐scale survey, with a final sample of 270 nurses from five hospitals in Thailand. The dependent variable was a self‐reported measure of COB. Tests for common method bias suggested however that this was not a problem. All measures were sourced from the literature and demonstrated sound measurement properties. The conceptual model was tested using structural equation modeling.

Findings

Analysis supported the hypothesized model. Basic personality (extraversion, emotional stability, conscientiousness, and agreeableness) as well as customer orientation as surface trait (COS) all impact either directly or indirectly, on nurses' COB. Nurses' perceptions of the service climate and their commitment to the hospital are also significant predictors.

Research limitations/implications

Future research might attempt to obtain objective measures of nurses' performance in lieu of self‐report measures. Further, as the healthcare industry has very specific characteristics (high affect, high anxiety among patients, high customization, etc.) this model should be tested in a variety of service settings. For healthcare managers, the findings, especially related to basic personality traits, have important implications for the type of person that should be recruited. The adage “Hire for attitude, but train for skill” certainly applies here.

Originality/value

The paper's contribution lies in analyzing the impact that both basic personality (extraversion, emotional stability, conscientiousness, and agreeableness) as well as surface traits, have on nurses' behavior; and simultaneously examining the impact of nurses' perceptions of service climate and organizational commitment.

Details

Journal of Service Management, vol. 20 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 23 November 2018

Gyan Prakash and Shefali Srivastava

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the…

Abstract

Purpose

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored.

Design/methodology/approach

Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling.

Findings

The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care.

Research limitations/implications

The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care.

Practical implications

Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action.

Social implications

This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner.

Originality/value

This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 13 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

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Article
Publication date: 26 April 2011

Panisa Mechinda and Paul G. Patterson

The purpose of this study is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of service providers in an affective, high…

Abstract

Purpose

The purpose of this study is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of service providers in an affective, high contact service setting (healthcare).

Design/methodology/approach

The authors examine the relative effects of dispositional variables (e.g. personality of service provider), as well as service climate and job satisfaction on five dimensions of customer‐oriented behavior. The research hypotheses are tested using self‐report data collected from 270 nurses in five hospitals (public and private). Qualitative work, including three focus groups with nurses and a series of depth interviews with patients, was conducted to test the applicability of the scales.

Findings

Results support the role of personality, job satisfaction and service climate on employees' COB, but do not support interaction effects. Various personality traits have differing effects on different types of customer‐oriented behaviors. Service climate has effects on both technical and interpersonal behaviors whereas job satisfaction impacts only technical behavior.

Research limitations/implications

This study was conducted in an affective, high contact and high emotional labor setting, i.e. healthcare, and in an Eastern collectivist culture (Thailand). As a result, the generalizability of the findings into other service settings and cultures needs to be undertaken with care.

Practical implications

For service employees to display customer‐oriented behaviors, the organization must first recruit individuals with high levels of conscientiousness, agreeableness, extraversion and emotional stability. Second, the organization must create a climate for service that supports, encourages and motivates service employees to better serve their customers. This service climate at the unit/branch level includes inspirational leadership, providing appropriate tools and technology, training, and commitment from senior management to a truly customer (patient) centric organization. Finally, when the organization is successful in creating satisfaction among employees, then employees are more inclined to offer a better technical performance.

Originality/value

This is one of only a few studies that have examined the impact of personality and organizational variables on front‐line employee performance.

Details

Journal of Services Marketing, vol. 25 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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