Abstract
BackgroundImproving healthcare quality has become an essential objective for all health institutions worldwide to address the need to improve services, manage costs and satisfy patient expectations about the quality of care. As health is one of the leading service sectors of the North Cyprus economy, analysing patients’ perceived value of healthcare service quality is crucial. In this research, a comparative analysis of existing models revealed affordability, acceptability and accessibility as the leading modern service quality indicators affecting patients’ perceived value of healthcare service quality. The quality of services is a leading factor impacting business competition and retention dictated by the current market. This study aimed to investigate the factors that influence patient perceptions of healthcare service quality in North Cyprus.MethodsA self-administered questionnaire was carried out among 388 patients of public and private hospitals in North Cyprus, and the data were analysed using partial least squares-structural equation modelling.ResultsEmpirical results highlight that the acceptability of healthcare services is a prerequisite for perceiving a high value of service quality. The affordability and accessibility of services, respectively, were less effective. Results concerning mediating effects confirm that acceptability could fully mediate the relationship between affordability and perceived value and could partially mediate the impact of accessibility on the perceived quality of healthcare services.ConclusionThis study contributes to healthcare theory and practice by developing a conceptual framework to provide policymakers and managers with a practical understanding of factors that affect healthcare service quality.
Highlights
Improving healthcare quality has become an essential objective for all health institutions worldwide to address the need to improve services, manage costs and satisfy patient expectations about the quality of care
A comparative analysis was conducted among the existing models to show why Oliveira et al [40] was chosen as the main source for confirming the hypothesized model of this study, which includes a group of modern, effective indicators of service quality encompassing the affordability, acceptability and accessibility of healthcare services
As the findings of Kruk and Freedman [89] confirmed, this issue is important for developing countries like North Cyprus, whose health system is under reform
Summary
Considering global competition and openness to external markets, it has become essential for health organizations to adopt a “quality improvement” strategy that guarantees high-quality services [1, 2] The survivability of these organizations relies heavily on consumers using their services and deciding that the services meet their. Sanıl and Eminer Archives of Public Health (2021) 79:227 financial performance lead to consumer satisfaction, causing expanding market shares This enduring circle of service quality has caught the eye of many market researchers in the service sector. The obvious balance is an acceptable charge for the commensurate service, and this must be understood by both the customer and provider Such a mutual and informed understanding of the service and cost causes an acute awareness of the proper level of provision for the healthcare industry, where it becomes more challenging to satisfy a customer (patient). In a situation like this, it is necessary to understand that one of the critical factors of satisfying patients in a hospital is service quality [8]
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