Hospital service quality as antecedent of patient satisfaction – a conceptual framework
| Autor: | Nirmal C. Kar, Swapnarag Swain |
|---|---|
| Rok vydání: | 2018 |
| Předmět: |
Marketing
Service quality 030503 health policy & services Health Policy Quality of service media_common.quotation_subject 05 social sciences 03 medical and health sciences Patient safety Patient satisfaction Nursing Conceptual framework 0502 economics and business 050211 marketing The Conceptual Framework Quality (business) 0305 other medical science Psychology Social responsibility media_common |
| Zdroj: | International Journal of Pharmaceutical and Healthcare Marketing. 12:251-269 |
| ISSN: | 1750-6123 |
| DOI: | 10.1108/ijphm-06-2016-0028 |
| Popis: | Purpose The purpose of this paper is to explore dimensions of perceived service quality in hospitals and to develop a conceptual framework showing relationship between hospital service quality, patient satisfaction and their behavioural intention. Design/methodology/approach This paper is based on extensive review of existing literature on hospital service quality, patient satisfaction and behavioural intention. Critical analysis of these literature studies has resulted in determining and defining the dimensions of perceived service quality and establishing relationship between hospital service quality, patient satisfaction and behavioural intention. Findings This study has identified six major areas through which patients perceive quality of service in hospitals. These six areas are technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, social support quality. Further 20 dimensions of hospital service quality are identified under these 6 major areas. These are clinical procedure, quality of outcome, admission, discharge, waiting time, patient safety, billing and price, follow-up, ambience, availability of resources, accessibility, food, staff attitude, personalised attention, information availability, staff competency, trustworthiness, staff diversity, hospital image and social responsibility. The conceptual framework proposes direct relationship between service quality, patient satisfaction and behavioural intention. Originality/value Though many studies have been conducted on hospital service quality, none of them has been able to project all the possible dimensions to measure the same. The “6-Q framework” developed by this study explores all the possible dimensions of perceived service quality in hospitals. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|