Service Quality In Private Hospitals Research Articles

The relationship between organisational culture and service quality in private hospitals

The idea that organisational culture influences service quality, which, in turn, has an effect on both clients and employees, has gained extensive recognition in both academia and organisational practice. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. A positive organisational culture is significant for every firm as it increases employee commitment and impacts their performance (Fitria, 2018). The study adopted a mixed-methods approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach, and 15 participants were selected using a purposive sampling method from selected private hospitals located in Accra, Ghana. The study collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using factor analysis and Cronbach’s coefficient alpha, respectively. The quantitative data was evaluated using both descriptive and inferential statistics, and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, and mission) and service quality (reliability, assurance, tangibles, empathy, and responsiveness). This study specifies that there is no significant relationship between organisational culture and service quality in the context of private hospitals in Ghana.

OBSTETRIC AND MATERNITY SERVICES MANAGEMENT IN PRIVATE HOSPITAL: AN ASSESSMENT FROM PATIENTS' VIEW OF SERVICE QUALITY

SERVQUAL model is an effective tool for measuring the service quality of private hospitals and clinics with context to obstetric/maternity patients in the Covid-19 pandemic. Hospitals can use this model to improve their efficiency and quality. The novelty of this research lies in the fact that there had been little work done on maternity patients, especially in the context of services provided in private hospitals in Pakistan during the COVID-19 pandemic. Based on this logic, we investigated maternity patients' expectations and perception levels amid COVID-19 by employing the SERVQUAL model. Power and precision software are used for sample size, and 263 questionnaires were administered, out of which 210 were found useable, while SPSS, AMOS, and SEM are used for data analysis. The research findings reveal that all the SERVQUAL scale dimensions have a positive and significant result concerning the Quality of service. Also, a weak relationship exists between tangibility and Quality of service. Apart from recommending relevant policies, we highlighted the study's limitations and proposed some directions for future research in the area. Keywords: Quality of service, SERVQUAL model, maternity patients, COVID-19 pandemic, private hospitals

Customer Relationship Management in Selected Public and Private Tertiary Hospitals of Dhaka City

Introduction: Customer relationship management (CRM) is a strategy that helps organizations to build long-term relationship with customer and increase profit through a proper management system. Objective: To understand the present state of CRM in tertiary level public and private hospitals in Dhaka City, by identifying customers’ profile, customers’ expectation, and by assessing customers’ satisfaction. Material and Methods: This cross sectional descriptive study was conducted in two tertiary level hospitals of Dhaka city, from July 2018 to June 2019 among 220 samples from each hospital, by convenience sampling. Data were collected by interview using semi structured questionnaire and reviewing of check list. Results: Among service receivers, high monthly income (>30000 Taka) prefer Uttara Adhunic Medical College Hospital (UAMCH) (23%) than Dhaka Medical College hospital (DMCH) (5%). Doctors explained health condition to patient or relatives in 64% cases in DMCH and 82% cases in UAMCH. Nurses attention for privacy and courtesy towards patient was 75% and 31% in DMCH which was 86.4% and 50% in UAMCH. About 59% and 20% service receivers from public and private hospital respectively were of the view that pharmacy staffs did not explained properly about safe methods of taking drugs. The overall patient satisfaction was found 63.7% and 69.4% in DMCH & UAMCH by using The Patient Satisfaction Questionnaire Short Form (PSQ- 18 scale). Conclusion: All these findings suggest that people are satisfied more with service quality of private hospitals than the public hospitals. Private hospitals trying to fulfill the requirements of the patients according to their service quality demand, in contrast, public hospitals are fighting hard to fulfill patients demand with limited resources. JAFMC Bangladesh. Vol 17, No 2 (December) 2021: 61-64

Too much of a good thing? The unforeseen importance of knowledge management and role clarity as antecedents of service quality in private hospitals in Ghana

The effective management of employees’ knowledge has been described as a critical ingredient for organizations seeking to ensure sustainable strategic competitive advantage in the market place. The goal of the study was to examine how knowledge management affect workers' job clarity and service quality. The cross-sectional survey approach was used in this study while purposive sampling technique was employed to select private hospitals. The research included 300 employees from Trust Hospital, Otoo Memorial Hospital, and Cocoa Hospital, all of which are private institutions in Ghana. Data was collected using the questionnaire. The analysis was done using Statistical Package for Social Sciences (SPSS) version 20 and Structural equation modeling. The findings demonstrated that service quality and knowledge management had a beneficial association.

Assessment of service quality of private hospitals in Southern India

Assessment of service quality of private hospitals in Southern India

Determinates Service Quality and Its Effect on Patients' Satisfaction of Private Medical College Hospitals, Rangpur, Bangladesh

The current research is both exploratory and descriptive in nature, with a primary focus on SERVQUAL aspects of service quality in private hospitals. The study used a quantitative technique to analyze primary and secondary data, and 255 people were interviewed as part of the sample. Patients' perceptions of the quality of service provided by private hospitals are varied, according to the survey. The perceptions of service recipients are positive in certain areas, such as reliability and responsibility, but negative in others, such as cost and communication. The major parameters impacting the total service quality of private hospitals were identified using regression analysis. In terms of service reliability, the most important factors determining patients' overall service quality are concentration (a composite of 11 measures) and responsiveness (a composite of 9 measures). The study found that the quality of hospital treatments is determined by the incentive system in place at these institutions. Because private hospitals are not funded and rely on revenue from customers, the relevant authorities should be more motivated to deliver high-quality services to patients in order to better satisfy their requirements.

Patients Satisfaction and Expectation Towards Different Dimensions of Health Care Service Quality of Private Hospitals

Patients Satisfaction and Expectation Towards Different Dimensions of Health Care Service Quality of Private Hospitals

How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas

Recently, measuring service quality in hospitals has become crucial topic, since the increasing importance of healthcare sector. The aim of the study was to show the differences in patients’ service quality perceptions based on hospital ownership and demographics in Turkey. Service quality was measured by SERVPERF scale, and the survey was conducted with 715 patients, chosen by convenience sampling in Izmir City, Turkey, using face-to-face survey technique. Between-subject factorial ANOVA designs (2*2 and 2*3) were used in data analysis. In findings, main effects for hospital ownership were found to be significant in all models. It showed that service quality in private hospitals was perceived higher than public hospitals. However, main effects for demographics were not significant. The interaction effects between hospital ownership and only three demographics (age, marital status, and income) were found to be significant. These showed that younger patients perceived service quality higher in private hospitals, while older patients perceived it lower. Single patients perceived service quality higher in private hospitals than married patients, while the opposite was observed for public hospitals. The medium or high-income level patients perceived service quality higher in private hospitals, but the opposite was obtained for public hospitals.

Exploring the Relationship between Service Quality of Private Hospitals and Patient Loyalty from the Perspective of Health Service

Background: With increasing demands for medical treatment and healthcare, private hospitals have enjoyed rapid development, and the quality and satisfaction ratings of their medical services have gradually become hotspot issues. We aimed to investigate the influencing mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty.
 Methods: On the basis of improved patient perceived value, service satisfaction, and loyalty scales, a questionnaire survey was conducted among 300 patients in 15 private hospitals in China. The action mechanisms of medical service quality, patient perceived value, patient satisfaction, and patient loyalty were verified via SPSS 22.0 and AMOS 20.0 statistical software.
 Results: The service quality of private hospitals was positively correlated with patient perceived value, patient satisfaction and patient loyalty. Patient perceived value was positively correlated with patient satisfaction. Patient perceived value, as well as patient satisfaction was positively correlated with patient loyalty. Patient perceived value and patient satisfaction play a mediating role between medical service quality and patient loyalty. Patient perceived value and patient satisfaction play a chain mediating role between medical service quality and patient loyalty.
 Conclusion: 1) Improving medical service quality is the main path to acquire patient loyalty for private hospitals. 2) When accepting high-quality medical services, patients will think that the cost paid is reasonable, and their satisfaction with private hospitals will consequently increase. 3) As patient satisfaction with private hospitals is elevated to a certain degree, they become increasingly willing to choose these hospitals again and recommend them to others.

Assessment of service quality of private hospitals in southern India.

Service quality measurement enables hospitals to focus on the areas in which they need to focus their energy and efforts. This study was conducted in Salem Region, an important city in the state of Tamil Nadu, located in the Southern India. The responses were collected through a structured and validated questionnaire. The sample size was 200. The study has used SERVQUAL model developed by Parasuraman et al. (1988), a proven data collection instrument, which is widely used by researchers around the world for measuring the service quality gap through a set of 22 statements that measure expectation and patients' perceived experience. The study found that among all the five dimensions, the service quality gap is well pronounced in the assurance dimension. One of the important limitations of this study is that the nature and severity of the patients' disease is not taken into the purview of this study as the pilot study highlighted their unwillingness to reveal such information.

Do patients really perceive better quality of service in private hospitals than public hospitals in India?

Purpose The purpose of this paper is to compare perceived service quality of public/government and private medical college hospitals. Design/methodology/approach This study adopts a descriptive, cross-sectional and research design. The research sample includes 340 in patients from six medical college hospitals located in the state of Odisha, India. Primary data are collected through a structured closed ended questionnaire containing 66 items on 1–7 point Likert scale. Statistical tools like factor analysis and ANOVA are performed with the help of SPSS-17 software to analyze the collected data. Findings This study identifies 13 dimensions of perceived hospital service quality. The comparative study indicates better performance of public/government hospitals across the technical dimensions of perceived service quality, whereas private hospitals report better performance across majority of the functional dimensions. Originality/value In the Indian healthcare system, public hospitals provide low-cost healthcare targeted toward low to middle socio-economic population whereas, large corporate private hospitals provide high-cost healthcare targeted toward high-income group. So the comparison between them produces an obvious result indicating better service quality in private hospitals. Present study minimizes this gap by comparing the service quality of public and private medical college hospitals. Medical colleges ensure access to health services for a larger group of people. Thus, similarity in the segment of population receiving medical services in public and private medical colleges is higher, making the comparison of perceived service quality fairer.

Healthcare service quality in private hospitals of India - an empirical assessment from Jammu and Kashmir State

This study evaluates the quality of healthcare services provided by private hospitals in Srinagar City of Jammu and Kashmir State of India from the perspective of inpatients. The study made use of SERVQUAL model to make an empirical assessment of the quality of healthcare services provided to the inpatients and determine the gaps between patient's perceptions and expectations of service quality. The differences between mean perceptions and mean expectations of patients were statistically significant (p < 0.01) for all service quality dimensions except for efficiency dimension, implying that the private hospitals in Srinagar were not meeting the expectations of patients. The overall service quality was found to be –0.70, indicating significant shortfalls in service quality. The study gives some valuable insights into the functional service quality of private hospitals and proposes some managerial interventions for the improvement of overall service quality in the private hospitals of the study area.

Healthcare service quality in private hospitals of India - an empirical assessment from Jammu and Kashmir State

Healthcare service quality in private hospitals of India - an empirical assessment from Jammu and Kashmir State

Service quality in private hospitals of Jammu and Kashmir - an empirical assessment from District Srinagar

The growing middle class, increased health consciousness and inadequate public health facilities have led to an enormous growth of the private healthcare sector in India. The aim of the present study is to evaluate the service quality of private hospitals in Srinagar District of India from the perspective of outpatients. The study used SERVQUAL model to determine the overall service quality and gaps between perceptions and expectations of outpatients regarding service quality attributes in sample private hospitals. The results revealed that there existed a statistically significant difference between total mean perceptions and total mean expectations of patients across all the dimensions and variables of healthcare service quality (p < 0.05) except for three variables (hospital being visually appealing; floor being clean; and, hospital having regular water supply). The overall service quality of −1.22 implies that the private hospitals in Srinagar District are far from meeting the expectations of patients.

Service quality in private hospitals of Jammu and Kashmir - an empirical assessment from District Srinagar

Service quality in private hospitals of Jammu and Kashmir - an empirical assessment from District Srinagar

Service quality perception and patient satisfaction: evidence from private hospitals in Kathmandu

Main purpose of this paper is to examine the level of service quality of Private hospitals with dependent (Patient Satisfaction) and independent variables such as responsiveness, reliability, assurance, empathy and tangibility. Self-administered structured questionnaire among 100 respondents of Kathmandu, Lalitpur and Patan is executed by convenience as well as judgment sampling. Coefficient, regression, correlation analysis and ANOVA are the basis for statistical analysis. In order to test the stated hypotheses, descriptive design has been applied. It has been revealed that private hospitals should focus more on convenient OPD and ward location. In addition, doctors should maintain the confidentiality of the patients. As a result, all the dimensions of service quality i.e. responsiveness, reliability, assurance, empathy and tangibility are positively correlated with respondent’s satisfaction. However, tangibility and assurance are strongly correlated in perceived service quality satisfaction offered by private hospitals.

The assessment of service quality in private hospitals in Amman area using the gap approach

The assessment of service quality in private hospitals in Amman area using the gap approach

The assessment of service quality in private hospitals in Amman area using the gap approach

The main purpose of this study is to investigate the difference between patients' perceptions of service quality offered by Amman private hospitals and patients' expectations. The methodology is based on the gap model approach to assess service quality along SERVQUAL's five dimensions. A questionnaire survey was developed to target all private hospitals in Amman totalling (39) that accommodate 150 beds or more. Out of (300) questionnaires, (264) were valid for analysis, with a response rate of 88%. The research findings showed that a significant difference exists between customers' expectations and their perceptions of service quality. Moreover, no statistically significant differences between expectations and perceptions of quality attributes were found according to customer segments except for the customers' age segment. Future research should be directed toward smaller size hospitals offering a variety of medical services not covered by this research.

Investigating the relationship between knowledge sharing and service quality in private hospitals in Jordan

This paper investigates the effect of knowledge sharing on service quality in the health sector in Jordan. Two sets of questionnaires are used to collect data. The first set is used to measure to what extent knowledge is shared among the physicians. It consists of three dimensions (ICT_based, personal interaction and KM embedded in management processes). The second set is the SERVQUAL, which is used to measure the service quality and is administered to patients. Results show that there is no effect of knowledge sharing on the quality provided in the targeted hospitals and more research is recommended. No similar studies were found in Jordan. Moreover, this subject was tackled by only a few studies, so further research is recommended to investigate the relationship between KS and service quality in the health sector.

Zone of tolerance for healthcare services: a diagnostic model of public and private hospital service quality

Zone of tolerance for healthcare services: a diagnostic model of public and private hospital service quality