Abstract
The purpose of this study is to examine the effects of healthcare service quality (HEALTHQUAL) measurement items. First, the proposed measurement items for HEALTHQUAL were tested using data collected from a hospital in South Korea with more than 500 beds. The data set included 365 patients and 232 public respondents. ANOVA and t-tests were used to perform a comparative analysis of HEALTHQUAL measurement items among three patient treatment groups (inpatients, outpatients, and family members of patients in the emergency room) and between the patient and general public groups. The results indicated significant differences among measurement items of HEALTHQUAL depending on the type of patient treatment, while there were no significant differences among measurement items of HEALTHQUAL between patients and the public.
Highlights
Healthcare has recently received much attention as it is the fastest growing service industry around the globe [1,2,3]
Group 1 included inpatients (IN), outpatients (OUT), and family members of patients in the emergency room (EM) for the analysis of quality measurement items based on the treatment type
Data collection To test the proposed measurement items of HEALTHQUAL, we collaborated with director of quality improvement at a hospital in Seoul, south Korea
Summary
Healthcare has recently received much attention as it is the fastest growing service industry around the globe [1,2,3]. Research has shown that both patients and care provider staff prioritize the availability of clinical service options, as well as an environment which is safe and secure, clean, comfortable, quiet and pleasant to practice and receive medical care. Myers [10] first introduced the concept of healthcare service quality, which has been measured using several dimensions [e.g., 11–15]. Measurement items of healthcare service quality have evolved and shifted based on research agenda [e.g., 2, 13, 16, 17]. Managing service quality within a hospital requires an efficient approach for gathering feedback on the care provided. Healthcare providers should examine the perceptions of a variety of stakeholders including patients, physicians, nurses, and others to create a more comprehensive view of service quality
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
