Public Hospital Service Quality Research Articles

Measuring Service Quality Of Public Hospitals

In public hospitals the services quality has become an imperative in providing satisfaction because delivering services quality directly affected the patients’ perception. The public sector should ensure patients receive the best services in hospitals. Though there has been an attempt to improve the situation it seems not much has been achieved in raising the quality of service in public sector and this is compounded by limited information on the factors that ail the delivery of service quality in the public hospital. Therefore, this research was conducted to know perception of patients about the services quality of public hospital in Lahore Pakistan. The study used a descriptive survey approach in collecting data from the respondents. The number of the respondents was 100 and the respondent was patients. Through convenient sampling the data is collected. A questionnaire was used to collect the data from primary sources. Quantitative technique was used to analyzed the data. For this purpose, ‘SERVQUAL’ instrument was used to measure the service quality delivered by the hospital. Findings show that all the factors discussed in the thesis affect the patients’ perception but the result of infrastructure is the highest which means that infrastructure of the hospitals are positively associated with the perception of patients, but management of hospitals need to work on trustworthiness because of negative perception of patients

Service Quality of Public Hospitals in Nepal: A Systematic Review and Meta-analysis

Service Quality of Public Hospitals in Nepal: A Systematic Review and Meta-analysis

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.

Improvement Priorities: Public Hospital Service Quality

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.

The impact of the financial crisis and austerity policies on the service quality of public hospitals in Greece

The influence of the financial crisis on the efficiency of Greek public hospitals has been widely debated. Despite this increasing interest in such research, the question of to what extent the recent reforms in the Greek National health care system were effective in establishing a health care structure and process that provide better results for patients has yet to be fully investigated. As a step in this direction, the paper focuses on patient's experience with public hospital care quality before and during the economic crisis. A questionnaire survey was carried out among 1872 patients discharged from 110 out of the total of 124 Greek public hospitals. Patients' perceptions were analysed using a structural equation modelling approach. The findings reveal that public hospital service quality is at a medium level (66.2 on a scale from 1 to 100) over 2007–2014, presenting a decreasing trend during the recession. Policies to address the crisis may have contributed to a reduction in hospital expenditures, but at the same time patients were increasingly dissatisfied with the technical care. Consequently, there is a need for reforms aimed at the achievement of productivity gains, responsibility, and transparency in the management of productive resources, by enabling health organisations to reduce their costs without a deterioration in the quality of care.

A new evaluation model for service quality of health care systems based on AHP and information axiom

Evaluation of service quality of public hospitals has been largely ignored by health care providers although it is vital for human life. For this, some regulations are being done by Turkish Ministr...

A new evaluation model for service quality of health care systems based on AHP and information axiom

Evaluation of service quality of public hospitals has been largely ignored by health care providers although it is vital for human life. For this, some regulations are being done by Turkish Ministry of Health to improve service quality. One of them is to construct quality teams for hospitals. The other is classification of hospitals into five groups based on their service quality and government provides promotion to hospitals based on this classifications. However, the current classification procedure is not based on an analytical method. Therefore, in the scope of this paper, service quality index has been developed in order to present a scientific basis for classification of hospitals by using multiple criteria decision making tools with respect to existing parameters in the literature. In the scope of this study, service quality parameters are determined and importance degrees of them are obtained by using analytic hierarchy process in terms of service providers and patients. Then, a formulation has been provided to obtain service quality index SQI for hospitals. A case study for public hospitals is presented to test applicability of the proposed method.

Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context

Purpose – The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals.