Hospital Service Quality Research Articles

The interactive effect of the application of accreditation standards (JCIs) and the practice of administrative control in improving the quality of health services: a study on Yemeni hospitals.

This study aimed to examine the interactive effect of applying JCI accreditation standards and administrative control in improving the quality of health services in Yemeni hospitals. By examining the synergistic relationship between these two components, this study sought to shed light on how hospitals can improve their performance and achieve sustainable advancements in healthcare quality. This study utilized a quantitative research design and collected data from Yemeni hospitals. The sample size was determined via the Krejcie and Morgan table, which provides a recommended sample size on the basis of the population. A total of 310 healthcare professionals were selected through a random sampling technique. Hypotheses were formulated to examine the impact of JCI accreditation standards and administrative control on healthcare quality. Statistical analyses were also conducted to test these hypotheses and determine the interaction effect between the two variables. The results confirmed that applying JCI accreditation standards has a statistically significant positive effect on improving the quality of health services in hospitals. Additionally, the practice of administrative control had a statistically significant effect on healthcare quality. Furthermore, there was an interactive effect between the application of JCI accreditation standards and administrative control, indicating that their combined implementation led to even greater improvements in healthcare quality. The significance of this study lies in its potential to inform healthcare policymakers, administrators, and practitioners about the importance of integrating accreditation standards with robust administrative control measures. The findings emphasize the need for hospitals to prioritize both the implementation of accreditation standards and the establishment of effective administrative control systems to ensure the delivery of high-quality healthcare services. This study contributes to the literature by highlighting the interactive impact of these factors and providing insights into their synergistic relationship.

A Comparative Study of the Service Quality between the Sub-District Health Promotion Hospital Transferred to the Provincial Administrative Organization and the Sub-District Health Promotion Hospital under the Ministry of Public Health in the Tha Sala District, Nakhon Si Thammarat Province

Background and Aim: A comparative study of the service quality of subdistrict health promotion hospitals transferred to the Provincial Administrative Organization. And subdistrict health-promoting hospitals under the Ministry of Public Health in ​​Tha Sala District Nakhon Si Thammarat Province. It occurred due to the setting and driving of the policy to transfer Subdistrict Health Promoting Hospitals (Subdistrict Health Promoting Hospitals) to the Provincial Administrative Organization. The research objectives are to (1) study and compare the quality of services of Subdistrict Health Promotion Hospitals transferred to the Provincial Administrative Organization and Subdistrict Health Promotion Hospitals under the Ministry of Public Health, (2) determine guidelines for developing service quality. Of Subdistrict Health Promoting Hospital in Tha Sala District Nakhon Si Thammarat Province Materials and Methods: This research uses a qualitative research method, using data collection tools, which are questions for in-depth interviews, to collect information from key informants. Consisting of (1) a group of officials from Subdistrict Health Promoting Hospital in Tha Sala District, four people, (2) a group of directors from Health Promoting Hospital in Tha Sala District, four people, and (3) a group of village health volunteers, which is a group receiving services from Subdistrict Health Promotion Hospital transferred to the Provincial Administrative Organization and Subdistrict Health Promotion Hospital under the Ministry of Public Health, totaling four people. Results and Conclusion: The results of the study found that (1) the concreteness of the Subdistrict Health Promotion Hospital services transferred to the Provincial Administrative Organization; There is the concreteness of service by providing services based on the standards of primary care units, 2024 edition, with clean, proportionate, and appropriate service locations. (2) Reliability of service providers. Subdistrict Health Promoting Hospitals transferred to Provincial Administrative Organizations There is a thorough check on the accuracy of dispensing medicines to patients. There is training to provide knowledge on various matters (3) in responding to the needs of Subdistrict Health Promotion Hospital service recipients transferred to the Provincial Administrative Organization. Service information is publicized through village health volunteers and Subdistrict Health Promoting Hospitals under the Ministry of Public Health. (4) in the aspect of providing confidence to Subdistrict Health Promotion Hospital service recipients who are transferred to the Provincial Administrative Organization. As for the Subdistrict Health Promotion Hospital under the Ministry of Public Health, bathrooms are designed with safety in mind. While working, staff wear uniforms and gloves and strictly follow procedures. (5) Understanding and knowing service recipients. Subdistrict Health Promoting Hospitals transferred to Provincial Administrative Organizations Staff provide services with convenience and speed and take care of patients with professional ethics. Pay attention to taking care of patients very well. As for the Subdistrict Health Promotion Hospital under the Ministry of Public Health Staff provide service with a cheerful smile, speak sweetly, and take care of patients closely.

Game Evolution Research on the Choice of Training Strategies between Clinical Departments and Doctors under the Background of Hospital-Provided Training

Objective: This study aims to explore the dynamic game process of training participation strategies among hospitals, clinical departments, and newly recruited doctors, as well as the impact of hospital intervention on this process. By applying game evolution theory, a comprehensive model is constructed to analyze the decision-making logic of training participation and propose new training strategies to promote the professional growth of newly recruited doctors and improve hospital service quality. Methods: The stability of dynamic game equilibrium points was analyzed by constructing Jacobian matrices, considering nine different game scenarios with and without hospital intervention. An empirical study from a hospital was introduced to verify the theoretical model's predictions. Results: The study found that without hospital intervention, clinical departments and newly recruited doctors tend to choose not to participate in training. After hospital intervention, through the provision of resources and incentives, the participation and effectiveness of training significantly improved. Conclusion: The study reveals the crucial role of hospital intervention in promoting the participation of newly recruited doctors in training and proposes a training strategy that combines theory and practice. This strategy not only helps new doctors quickly adapt to the hospital environment but also improves the quality of medical services, providing talent support for the hospital's continuous development. It offers theory-based decision support for hospital managers and provides new ideas for the improvement of future medical education and practice.

Service Quality and Patient Satisfaction of Internet Hospitals in China: Cross-Sectional Evaluation With the Service Quality Questionnaire.

Internet hospitals, which refer to service platforms that integrate consultation, prescription, payment, and drug delivery based on hospital entities, have been developing at a rapid pace in China since 2014. However, assessments regarding their service quality and patient satisfaction have not been well developed. There is an urgent need to comprehensively evaluate and improve the service quality of internet hospitals. This study aims to investigate the current status of patients' use of internet hospitals, as well as familiarity and willingness to use internet hospitals, to evaluate patients' expected and perceived service qualities of internet hospitals using the Chinese version of the Service Quality Questionnaire (SERVQUAL-C) with a national representative sample, and to explore the association between service quality of internet hospitals and patients' overall satisfaction toward associated medical platforms. This cross-sectional survey was conducted through face-to-face or digital interviews from June to September 2022. A total of 1481 outpatient participants (635 men and 846 women; mean age 33.22, SD 13.22). Participants reported their use of internet hospitals, and then rated their expectations and perceptions of service quality toward internet hospitals via the SERVQUAL-C, along with their demographic information. Among the surveyed participants, 51.2% (n=758) of participants had used internet hospital service or services. Use varied across age, education level, and annual income. Although the majority of them (n=826, 55.8%) did not know internet hospital services well, 68.1% (n=1009) of participants expressed the willingness to adopt this service. Service quality evaluation revealed that the perceived service quality did not match with the expectation, especially the responsiveness dimension. Important-performance analysis results further alerted that reliable diagnosis, prompt response, clear feedback pathway, and active feedback handling were typically the services awaiting substantial improvement. More importantly, multiple linear regressions revealed that familiarity and willingness to use internet hospital services were significant predictors of satisfaction, above and over tangibles, reliability, and empathy service perspectives, and demographic characteristics such as gender, age, education level, and annual income. In the future, internet hospitals should focus more on how to narrow the gaps between the expected and perceived service quality. Promotion of internet hospitals should also be facilitated to increase patients' familiarity with and willingness to use these services.

Patient Satisfaction at Aisyiyah RSU Klaten

Patient satisfaction in hospital services can also be achieved from the service system provided by the hospital. Hospitals as health service institutions are required to provide fast, quality and affordable services to provide satisfaction for patients. The purpose of this study is to determine the influence of waiting time, service quality, officer attitude and information technology on patient satisfaction at Aisyiyah Klaten Hospital. The method of this research is quantitative descriptive. The number of research respondents was 120, which was determined by accidental sampling technique. The results of the study showed that waiting time (p value 0.000), officer attitude (p value 0.008) and information technology (p value 0.015) had a positive and significant effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten.The quality of service (p value 0.775) had no effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten. The suggestion of this research is that information technology should be better and easily accessible so that patient satisfaction increases so that the quality of hospital services is even better. Keywords: satisfaction, service quality, officer attitude, information technology, waiting time

Design of a smart medical service quality evaluation system based on a hybrid multi-criteria decision model

As medical informatization continues to progress, the sophistication of smart medicine (SM) systems has led to a marked enhancement in the caliber of medical services provided. Nevertheless, the existing body of literature is sparse when it comes to frameworks for evaluating service quality, specifically within the domain of smart medicine (SM). Drawing on a hybrid multi-criteria decision-making model that fuses the best–worst method (BWM) with the VIKOR approach, this research has crafted an innovative framework for assessing the service quality of SM. BWM was used to obtain the weights of all dimensions and indicators under each dimension. Then, the service quality of hospitals H1, H2 and H3 in Xiamen was evaluated using the VIKOR method. The results showed that smart appointments, diagnosis and treatment are three important dimensions to evaluate SM service quality in medical institutions. The stability and robustness of the model were proved through sensitivity analysis. Findings suggest that hospitals can strengthen the construction of their appointment information platforms, the quality management of internal doctors, and the information connection between self-service terminals and information platforms to improve hospital service quality in the construction of smart medicine.

An analysis of Hospital Service Quality (HSQ) by studying the two major private Hospitals of Raipur city of Chhattisgarh

Service quality has been one of the important parameters when we try to achieve the patient satisfaction index. Organizations imparting services particularly related to patient care majorly focus on its quality. Quality of delivery of services is an utmost important tool. Every patient or an attendant of the patient has some perception in his mind or expectation when he visits a hospital regarding the treatment and care provided. If there is a major gap between the service delivery and quality of services, the outcome of the services will be dissatisfaction. If there is no major gap between the two or the quality of services provided meets more than their expectations, the outcome of the services will be highly satisfactory. In this study, a comparative analysis has been done between the two major private hospitals of the Raipur City of Chhattisgarh. The data is primary, and it is collected from the OPD follow-up, indoor patients, and the attendants who visited the hospitals and stayed at least three days for their treatment. (Word count: 170).

The influence religiosity as a moderating patient satisfaction and positive word of mouth in Indonesian hospitals

The aim of this study was to fill a gap that is critical to developing strategies to increase positive word of mouth in health settings. Understanding the mediating role of patient satisfaction can provide insight into the areas of hospital service quality that most directly influence patient perception and subsequent recommendations. By forming clearer connections between these variables, healthcare providers can tailor their services to improve patient satisfaction and in turn stimulate positive word of mouth. The moderate role of religiosity can provide insight into whether and how religious beliefs influence patients' likelihood of spreading positive information by word of mouth based on their satisfaction with the healthcare experience. The research method used Causal Explanatory Research with a sample of 297 respondents in hospitals with religious ideology in Indonesia. Data management is done using SEM. Religiosity as a moderator of the relationship between patient satisfaction and positive women shows a C.R value of 6.075 and a significant probability (ρ) of 0.000 is obtained which is smaller than the required significance level of 0.05. Religiosity is able to significantly moderate the influence of Patient Satisfaction on Positive WOM.

Systematic Literature Review: Nurses' Work Hours and Workload Impact on Patient Safety Incidents

Patient safety is a key indicator in assessing the quality of healthcare services in hospitals, and nurses play a crucial role in maintaining that safety. However, long working hours and high workloads can affect nurses' performance, increasing the risk of fatigue, stress, and burnout, ultimately contributing to medical errors and decreased quality of care. This study aims to conduct a systematic literature review on the effect of nurses' working hours and workload on hospital patient safety incidents. Patient safety is a key indicator in assessing healthcare quality, and nurses play an essential role in maintaining patient safety during daily care. However, long working hours and high workloads can affect nurses' performance, increasing the risk of fatigue, stress, and burnout, ultimately contributing to medical errors and decreased quality of care. Through the analysis of various relevant studies, this review suggests that more flexible working hour arrangements and balanced workload management can reduce the risk of patient safety incidents and improve the quality of care provided. This study also recommends that hospital human resource management to create a healthier and safer working environment for nurses and patients.

Analysis of the Availability of Laboratory Tests to the Number of Requests for Tests and Its Implications on Patient Satisfaction

This study aims to analyze the availability of laboratory tests based on the number of test requests and their implications for patient satisfaction. Health laboratories are a vital component of healthcare services, providing accurate laboratory test results to support patient diagnosis and treatment. The availability of fast and accurate laboratory tests plays a crucial role in speeding up diagnosis and treatment, which ultimately impacts patient satisfaction. However, many healthcare facilities face challenges in providing adequate laboratory test availability, such as limitations in equipment, expertise, and inefficient procedures. This study employs a literature review approach to collect, analyze, and synthesize information from various relevant sources. The findings reveal that the availability of fast and accurate laboratory services can enhance patient satisfaction, while limitations in availability can lead to dissatisfaction and increased waiting times. Therefore, effective laboratory management is essential to improve service quality and patient experience in hospitals. This research is expected to provide valuable insights for improving the healthcare system, particularly in laboratory management.

Informatization of the processes of administration of the quality of medical services in surgical hospitals

Among the various forms of quality control of the provision of medical care, self-control and internal control of the quality of medical services are the most effective and significant. Currently, there is no comprehensive information technology and algorithm for recording data on the provision of medical services and determining their quality. The goal is to develop and analyze the effectiveness of business processes and an algorithm for quality control of the performance of medical services in a surgical health care institution by establishing their daily accounting in the information system, control of indicators characterizing the safety and quality of their performance, as well as an opportunity to assess the dynamics changes in indicators for making management decisions. In the study, an analysis of literary sources was carried out, business processes were formulated, and on the materials of a retrospective analysis algorithms for the use of information technologies were developed based on the methods of generalization, comparison, content analysis, system-analytical and logical analysis, a graphic analysis was performed to increase the clarity of the presentation of the material. The research was approved by the Biomedical Ethics Committee. For the first time, as a result of the work of the internal quality commission, daily and summarized forms of reports on the work of the medical center, which have five sections are obtained. The statistical indicators of the operation of the surgical unit for any period are fixed, formed in an automated mode and analyzed. Clinical data characterizing all prescribed procedures applied are subject to analysis, and the results provide an opportunity to isolate from the records the disorders and complications reflected in the reports. The quality control of the use of antibiotics, the frequency of their use for preventive and therapeutic purposes is also carried out. The section that contains multivariate epidemiological control of the work of the treatment facility, as well as the section that shows the quality of medical record keeping and patient care is important. Together with the inpatient chart, e-mails of medical appointments are analyzed, patient falls are recorded, appointments and monitoring of patient care, pain assessment after surgery, allergic reactions are recorded, as well as a retrospective audit of the charts regarding the justification of the appointment of antimicrobial therapy. Control of patient safety and the quality of the provided medical services requires constant verification of their implementation and paying attention to be up to standards, the occurrence of deviations and complications. The application of a specially developed algorithm based on information technologies, aimed at daily accounting of medical services and obtaining data on deviations in their application, makes it possible to make urgent management decisions and influence the improvement of the qualifications of personnel who provide such services.

Application of Information Link Control in Surgical Specimen Near-Miss Events in a South China Hospital: Nonrandomized Controlled Study.

Information control is a promising approach for managing surgical specimens. However, there is limited research evidence on surgical near misses. This is particularly true in the closed loop of information control for each link. A new model of surgical specimen process management is further constructed, and a safe operating room nursing practice environment is created by intercepting specimen near-miss events through information safety barriers. In a large hospital in China, 84,289 surgical specimens collected in the conventional information specimen management mode from January to December 2021 were selected as the control group, and 99,998 surgical specimens collected in the information safety barrier control surgical specimen management mode from January to December 2022 were selected as the improvement group. The incidence of near misses, the qualified rate of pathological specimen fixation, and the average time required for specimen fixation were compared under the 2 management modes. The causes of 2 groups of near misses were analyzed and the near misses of information safety barrier control surgical specimens were studied. Under the information-based safety barrier control surgical specimen management model, the incidence of adverse events in surgical specimens was reduced, the reporting of near-miss events in surgical specimens was improved by 100%, the quality control quality management of surgical specimens was effectively improved, the pass rate of surgical pathology specimen fixation was improved, and the meantime for surgical specimen fixation was shortened, with differences considered statistically significant at P<.05. Our research has developed a new mode of managing the surgical specimen process. This mode can prevent errors in approaching specimens by implementing information security barriers, thereby enhancing the quality of specimen management, ensuring the safety of medical procedures, and improving the quality of hospital services.

Dealing with Mental Health Problems and Work Performance Among Frontline Healthcare Workers Through the Influence of Digital Platform in Malaysian Private Hospitals: A conceptual analysis

The purpose of this study to examine mental health problems of frontline healthcare workers and their impact on work performance through exploring the influence of digital platforms in Malaysian private hospitals. This research is essential in addressing previous knowledge and theoretical gaps on the antecedents that denote to mental health problems and how digital platforms are used to improve mental health wellbeing. Basically, this study discusses the impact of four independent variables which are categorized as depression, anxiety, insomnia and distress factors whereas dependent variable is work performance. This study also will discuss problems concerning work performance of frontline healthcare workers (doctors, nurses, medical assistance, pharmacists and HR Management), specifically on poor service quality, turnover intention, work-related burnout, and exhaustion in Malaysian private hospitals. Hence, this study explores new solutions on the employees’ work performance related issues to create awareness for the Malaysian private hospitals in improving mental health issues among front-line healthcare workers to enhance their work performance through the influence of digital platforms. Private hospitals in Malaysia are experiencing critical situations related to poor employees’ performance which indirectly influence the overall productivity. Thus, private hospitals need to provide serious attention towards these related issues. A conceptual framework was formulated based on identified research gaps through the literature review. It is expected that this study will enhance the awareness for the management in Malaysian private hospitals on dealing with mental health problems which impacts work performance by exploring digital platforms as a solution.

E-Presence Application Increases the Level of Health Personnel Discipline to Improve the Quality of Health Services in Hospitals (Systematic Review Paper)

ABSTRACT In the era of increasingly advanced digital technology development, the government in Indonesia uses the E-presence digital attendance application to make attendance easier for its health workers. The use of e-presence is a form of progress in information technology in government. It is necessary to research changes in the level of discipline of health workers in implementing E-presence so that it can improve the quality of service or even reduce the quality of service. Find out how the use of E-presence among health workers can improve work discipline and improve service quality. The research design in this article uses descriptive qualitative research with data originating from the results of systematic reviews from various relevant national journal sources. Articles were obtained from Google Scholar and PubMed with identification in 2023 via Google Scholar n=205 and PubMed n=80. National and International Articles. With the keywords "Digital E-Presence", "Discipline Level", "Service Quality", "Attendance", "Android", "QR Code", and "Discipline". Penelusuran artikel penelitian di tahun 2023 menggunakan kata kunci pada database (n=285). Dilakukan skrining berdasarkan kriteria inklusi dan ekslusi, dan menghasilkan 9 artikel penelitian yang layak sesuai dengan kriteria. This research has changed the motivation of health workers where the level of discipline of health workers has increased and their orientation towards achievement has also improved. The use of e-presence has the impact of increasing the quality of service in hospitals because health workers are present to serve patients on time. Keywords: Health Personnel, The Quality Of Health, Services In Hospitals

Assessing the Level of Knowledge Regarding Medication Errors among Nurses in Karachi, Pakistan

One of the key elements influencing hospital service quality and decreasing patient safety in healthcare systems is medical error. In the healthcare industry, medication errors are a frequent source of harm and fatalities. Objective: To assess the level of knowledge among nurses regarding medication errors. Methods: This cross-sectional study was conducted in a tertiary care hospital in Karachi among 120 nurses from January 2024 to March 2024. Participants were selected through a convenient sampling technique. The sample size was calculated by open EPI softer by taking into consideration a 95% confidence level and a 5% margin of error. The data were entered and analyzed by Statistical Package Social Sciences software version 26. Results: According to the study results, 14 (12%) of the participants had a low level of knowledge, and 37 (31%), had a moderate level of knowledge. while 69 (57%) had a high level of knowledge regarding medication errors. Conclusion: This study concluded that most of the nurses had a high level of knowledge regarding medication errors.

Assessment of Healthcare Service Quality and Patient Satisfaction Using the SERVQUAL Questionnaire in Khuzestan Province During 2022 - 2023

Background: Hospital service quality is the primary predictor of a hospital's success, and any decrease in patient satisfaction is a cause for concern for the organization. Objectives: This study aimed to evaluate the service quality of Golestan Hospital in Ahvaz, Iran, based on patient satisfaction measured using the SERVQUAL questionnaire. Methods: This cross-sectional study was conducted in 2022 - 2023. Patients over 18 years old who visited the emergency department at Golestan Hospital were evaluated, with the exception of those with mental or multiple chronic disorders. Data collection tools included demographic and SERVQUAL Questionnaires. The data were analyzed using SPSS software, with a significance level set at less than 0.05. Results: A total of 200 subjects participated in the study, comprising 124 females (62%) and 76 males (38%). The results of the SERVQUAL Questionnaire indicated that the highest score was in the tangibility dimension (4.35), while the lowest score was in the assurance dimension (1.38). Negative gaps between perception and expectation were observed in the responsiveness (-0.99) and empathy (-1.22) dimensions. The mean total scores for expectation and perception were 99.55 ± 5.06 and 92.85 ± 5.5, respectively, with the highest scores observed for reliability. No significant association was found between expectation and perception (P-value &gt; 0.05). However, the reliability of the gap and expectation in males was significantly higher (P-value &lt; 0.05). A direct correlation was found between age and tangibility, Assurance, and total score of gaps (P-value &lt; 0.05). Conversely, a reverse correlation was observed between age and tangibility and the total score in perception (P-value &lt; 0.05). Post-hoc analysis revealed that the Assurance and total score of gaps and expectations were significantly higher in married patients compared to single patients (P-value &lt; 0.05). Conclusions: This study revealed a negative gap between patients' expectations and perceptions, highlighting the need for adjustments and improvements in hospital service quality by addressing all five dimensions of service quality.

Physical and internet medical system: Service quality and management mode analysis

In an era of social progress and policy changes, some hospitals have diversified their services by incorporating internet hospitals. However, since the development of internet hospitals has been delayed and their management model remains ambiguous, this paper employs game theory to establish an internet medical system. By categorizing patients based on their severity and their acceptance of telemedicine, and by devising the centralized and decentralized management models, the paper assesses the quality of service and management practices of internet hospitals. The findings reveal that under decentralized management, internet hospitals can enhance the quality of service in physical hospitals. Nevertheless, the disparity in quality of physical hospitals in the two medical systems under the centralized management mode requires clarification. In addition, the paper delves into hospital revenue and patient utility, indicating that while the establishment of internet hospitals may not consistently increase healthcare system revenue, it can significantly improve patient utility, especially in remote areas. These results provide valuable insights into the management and expansion of internet hospitals.

Teaching Hospital Governance Model for Service Quality Performance: Case Study of Indonesian Central General Hospital

This study aims to investigate the effect of teaching hospital management practices on the quality performance of health services by involving elements such as hospital accreditation standards, quality management, and JCI Academic Hospital-specific standards that are indirectly connected. This study chose a survey-based quantitative approach to clinical professional students in vertical teaching hospitals under the direct management of the Ministry of Health of the Republic of Indonesia. Six proposed hypotheses were tested by Partial Least Square-Structural Equation Modeling (PLS-SEM) analysis. The test results showed a positive influence between hospital teaching governance and hospital accreditation compliance, quality assurance and JCI Academic Hospital standards. Third, compliance with teaching hospital standards was also found to have a significant positive effect on the performance of teaching hospital service quality. Understanding the role of governance in encouraging the performance of teaching hospital service quality can help develop effective managerial strategies in achieving complete service quality for patients and clinical profession participants. This research resulted in contributions to existing practices and literature as governance modeling in dual quality standards charged to teaching hospitals.

Measuring health services quality: Nurses’ perceptions and the SERVPERF scale

This study aimed to assess service quality in the health-care sector by employing the SERVPERF scale, with a particular focus on the perceptions of nursing staff, which have a significant impact on patient care. Utilizing the SERVPERF scale, this research investigates the perceived quality of health services in hospitals and examines the predictors of service quality based on the scale&amp;rsquo;s dimensions and items. The five dimensions under consideration include tangibility, reliability, responsiveness, empathy, and assurance. The data were collected from a sample of 214 nurses who completed the research survey to determine their perception of service quality. The questionnaire demonstrated high reliability, with an overall Cronbach&amp;rsquo;s alpha value of 0.72. The study was conducted in private hospitals situated in Yemen&amp;rsquo;s largest city. The findings revealed that the dimensions of health-care service quality were highly rated, with the safety dimension scoring the highest and the reliability dimension scoring the lowest. These results have significant implications for measuring health-care service quality. Although the study is limited by the use of a sample from five hospitals in nursing departments, the findings offer valuable insights for health-care sector leaders to assess service quality in hospitals.

The Relationships between Service Quality, Reputation, and Performance in Hospitality

The importance of service quality and a positive reputation, individually leading to enhanced performance of hospitality organizations, is undisputed. However, little is known about their interplay and how they collectively explain the variability in performance. The purpose of this article is to contribute to the understanding of the individual and collective impact of service quality and reputation on variability in performance, categorized as customer satisfaction and loyalty. This study was conducted using quantitative research methods with data derived from hotel guests in Iceland in the summer of 2023. We gathered 1487 valid answers from guests staying at any of the 9 selected hotels, all belonging to the same Icelandic chain. The factor analysis revealed a credible four-factor model that consists of tangible service, performed service, reputation, and performance. All three independent factors had a statistically positive connection with variabilities in performance, and the collective explanation ratio for the model was strong. The independent factors were correlated to a satisfactory level, and tangible service had the strongest unique connection to performance.