ANALYSIS OF SERVICE QUALITY VIS-A -VIS SERVICE COST IN PRIVATE HEALTHCARE SECTOR-A CASE STUDY OF CHITTAGONG, BANGLADESH
Main Article Content
Keywords
Actual cost, Expected cost, SERVQUAL, Empathy, SEM (Structural equation model)
Abstract
Disparities in the public sector motivate individuals to seek healthcare in the private sector even though the real cost exceeds their expectations in Bangladesh. Performance standard and service quality are critical concerns while considering the situation. After observing a lack of research, the researchers initiated this study to analyze the significant cost differences within the private healthcare industry in Chittagong, Bangladesh. The study also intends to apply a SERVQUAL framework to assess customer experiences in private healthcare sector in the mentioned area. The primary data was collected through a customized questionnaire. The findings will contribute to policymaking as well as benefit the public health stakeholders, healthcare workers, sincere learners, practitioners, and academia.
References
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3. Ali, B. J., & Anwar, G. (2021). Marketing strategy: Pricing strategies and its influence on consumer purchasing decision. International Journal of Rural Development, Environment and Health Research, 5(2), 26-39. doi:10.22161/ijreh.5.2.4
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https://doi.org/10.1016/S0277-9536(00)00235-5
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https://doi.org/10.1093/heapol/czm017
8. Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 911–920. https://doi.org/10.5267/j.msl.2019.2.011
9. Aw, S. S., Ilies, R., & De Pater, I. E. (2020). Dispositional empathy, emotional display authenticity, and employee outcomes. Journal of Applied Psychology, 105(9), 1036-1046. doi:10.1037/apl0000471
10. Baker, S. R. (2007). Testing a Conceptual Model of Oral Health: a Structural Equation Modeling Approach. Journal of Dental Research, 86(8), 708–712.
https://doi.org/10.1177/154405910708600804
11. Behdioğlu, S., Acar, E., & Burhan, H. A. (2017). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 30(3-4), 301–319.
https://doi.org/10.1080/14783363.2017.1302796
12. Bentler, P., & Stein, J. (1992). Structural equation models in medical research. Statistical Methods in Medical Research, 1(2), 159–181. https://doi.org/10.1177/096228029200100203
13. Bollen, K. A. (1989). Structural equations with latent variables. doi:10.1002/9781118619179
14. Canel, C., & Anderson Fletcher, E. A. (2001). An analysis of service quality at a student health center. International Journal of Health Care Quality Assurance, 14(6), 260–267. https://doi.org/10.1108/09526860110404220
15. Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS quarterly, vii-xvi.
16. Fitzpatrick, R. (1991). Surveys of patients satisfaction: I--Important general considerations. BMJ, 302(6781), 887–889. https://doi.org/10.1136/bmj.302.6781.887
17. Gupta, K. S., & Rokade, V. (2016). Importance of Quality in Health Care Sector. Journal of Health Management, 18(1), 84–94. https://doi.org/10.1177/0972063415625527
18. Haq, M. R., Alam, S. U., Mollick, M., & Kabir, T. (2022). Testing SERVQUAL Scale Items in Vaccination Management System: A Case Study in Bangladeshi Hospitals. Journal of Positive School Psychology, 6, 1035-1047.
19. Hoe, S. L. (2008). Issues and procedures in adopting structural equation modelling technique. Journal of Quantitative Methods, 3(1), 76. Hossain, G. S., Ahmed, M., & Haq, M. R. (2017). RETESTING SERVQUAL SCALE ITEMS IN HEALTHCARE SERVICE IN BANGLADESH: A CASE STUDY OF A PUBLIC HOSPITAL”. South East Asia Journal of Contemporary Business, Economics and Law, 14(2), 1–9.
20. Hossain, G. S., Ahmed, M., & Haq, M. R. (2017). RETESTING SERVQUAL SCALE ITEMS IN HEALTHCARE SERVICE IN BANGLADESH: A CASE STUDY OF A PUBLIC HOSPITAL”. South East Asia Journal of Contemporary Business, Economics and Law, 14(2), 1–9.
21. Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The SERVQUAL method as an assessment tool of the quality of medical services in selected Asian countries. International Journal of Environmental Research and Public Health, 19(13), 7831. doi:10.3390/ijerph19137831
22. Johnson, D. M., & Russell, R. S. (2015). Sem of service quality to predict overall patient satisfaction in medical clinics: A case study. Quality Management Journal, 22(4), 18-36. doi:10.1080/10686967.2015.11918448
23. Kalajaa , R., Myshketab , R., & Scalerac, F. (2016). 12th International Strategic Management Conference. In Social and Behavioral Sciences (2016th ed., Vol. 235, pp. 557–565). barri, Italy; elsevier.
24. KUO, J., CHENG, J., CHEN, Y., LIVNEH, H., & TSAI, T. (2011). An exploration of empathy and correlates among Taiwanese nurses. Japan Journal of Nursing Science, 9(2), 169-176. doi:10.1111/j.1742-7924.2011.00199.x
25. Kusurkar, R. A., Ten Cate, Th. J., Vos, C. M. P., Westers, P., & Croiset, G. (2012). How motivation affects academic performance: a structural equation modelling analysis. Advances in Health Sciences Education, 18(1), 57–69. https://doi.org/10.1007/s10459-012-9354-3
26. Lam, S. S. (1997). SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong. Total quality management, 8(4), 145-152.
27. MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological methods, 1(2), 130
28. Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First-and higher order factor models and their invariance across groups. Psychological bulletin, 97(3), 562.
29. Mezgebe, A. (2020). Effect of electronic marketing on customer satisfaction: the case of four star hotels in Addis Ababa. International Journal of Managerial Accounting. 2(4), 74-95. https://doi.org/10.34104/ijma.020.074095
30. Miao, R., Zhang, H., Wu, Q., Zhang, J., & Jiang, Z. (2019). Using structural equation modeling to analyze patient value, satisfaction, and loyalty: a case study of healthcare in China. International Journal of Production Research, 58(2), 577–596.
https://doi.org/10.1080/00207543.2019.1598595
31. Midor, K. (2018). Improving the Service with the SERVQUAL Method. Management systems in production engineering, 26(1), 60-65.
32. Nyeck, S., Morales, M., Ladhari, R., & Pons, F. (2002). 10 years of service quality measurement: Reviewing the use of the SERVQUAL instrument. Cuadernos De Difusión, 7(13), 101-107. doi:10.46631/jefas.2002.v7n13.05
33. Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality, 64(1), 12-40. Retrieved October 22, 2022, from
https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality
34. Peprah, A. A., & Atarah, B. A. (2014). Assessing Patient’s Satisfaction using SERVQUAL Model: A Case of Sunyani Regional Hospital, Ghana. International Journal of Business and Social Research, 4(2). doi:https://doi.org/10.18533/ijbsr.v4i2.404
35. Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., Chua, S.-L., & Yaacob, N. M. (2021). Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook. Healthcare, 9(10), 1369. https://doi.org/10.3390/healthcare9101369
36. Siddiqua, J. and Choudhury, A. H. (2014). Service quality: An empirical study of private hospitals in Dhaka city. ASA University Review, 8(1)
37. Siddiqui, N. (2007). Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients. Journal of Health, Population and Nutrition, 2, 221–230.
38. Siddiqi, S., Hamid, S., Rafique, G., Chaudhry, S. A., Ali, N., Shahab, S., & Sauerborn, R. (2002). Prescription practices of public and private health care providers in Attock District of Pakistan. The International journal of health planning and management, 17(1), 23-40
39. Sohail, M. S. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206.
40. Souca, L. (2011). Review of SERVQUAL – Thirty years of research on service quality with implications for customer satisfaction. Marketing - from Information to Decision, 4, 420–429.
41. Suleiman, S., Sani Burodo, M., & Ahmed, Z. (2022). An application of single and multi-server exponential queuing model in some selected hospitals of the north-western Nigeria. Asian Journal of Probability and Statistics, 1-9. doi:10.9734/ajpas/2022/v16i230396
42. Tanaka, J. S., & Huba, G. J. (1985). A fit index for covariance structure models under arbitrary GLS estimation. British journal of mathematical and statistical psychology, 38(2), 197-201.
43. Tripathi, S., N., and Siddiqui , M., H.,(2018). Assessing the quality of healthcare services: A SERVQUAL approach, INTERNATIONAL JOURNAL OF HEALTHCARE MANAGEMENT. https://doi.org/10.1080/20479700.2018.1469212
44. Tang, C. C., MacLean, E. J., Roberts, M. A., Clarke, D. T., Pantos, E., & Prag, A. J. N. W. (2001). The study of Attic black gloss sherds using synchrotron X-ray diffraction. Journal of Archaeological Science, 28(10), 1015-1024.
45. Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A Review of Healthcare Service Quality Dimension and their Measurement. Journal of Health Management, 21(1), 102-107. doi:10.1177/0972063418822583
46. Uzir, M. U. H., Nimfa, D. T., Lawal, I. T., Hamid, A. B. A., Latiff, A. S. A., & Wahab, S. A. (2020). Does service quality ensure customer satisfaction in Mr bigg’s, Nigeria. Interciencia J, 45(2), 285-325.
47. Xie, Y., Ma, M., Zhang, Y., & Tan, X. (2019). Factors associated with health literacy in rural areas of Central China: structural equation model. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-4094-1
48. Zarei, A., Arab, M., Froushani, A. R., Rashidian, A., & Ghazi Tabatabaei, S. M. (2012). Service quality of private hospitals: The Iranian Patients’ perspective. BMC Health Services Research, 12(1). https://doi.org/10.1186/1472-6963-12-31
2. Al-Damen, R. (2017). Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital.” International Journal of Business and Management, 12(9), 136. https://doi.org/10.5539/ijbm.v12n9p136
3. Ali, B. J., & Anwar, G. (2021). Marketing strategy: Pricing strategies and its influence on consumer purchasing decision. International Journal of Rural Development, Environment and Health Research, 5(2), 26-39. doi:10.22161/ijreh.5.2.4
4. Al-Momani, M. M. (2015). Gap analysis between perceptions and expectations of medical-surgical patients in a public hospital in Saudi Arabia. Medical Principles and Practice, 25(1), 79-84. doi:10.1159/000441000
5. Al-Neyadi, H. S., Abdallah, S., & Malik, M. (2016). Measuring patient's satisfaction of healthcare services in the UAE hospitals: Using SERVQUAL. International Journal of Healthcare Management, 11(2), 96-105. doi:10.1080/20479700.2016.1266804
6. Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359-1370.
https://doi.org/10.1016/S0277-9536(00)00235-5
7. Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2005). Patient satisfaction with health services in Bangladesh. Health Policy and Planning, 22(4), 263–273.
https://doi.org/10.1093/heapol/czm017
8. Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 911–920. https://doi.org/10.5267/j.msl.2019.2.011
9. Aw, S. S., Ilies, R., & De Pater, I. E. (2020). Dispositional empathy, emotional display authenticity, and employee outcomes. Journal of Applied Psychology, 105(9), 1036-1046. doi:10.1037/apl0000471
10. Baker, S. R. (2007). Testing a Conceptual Model of Oral Health: a Structural Equation Modeling Approach. Journal of Dental Research, 86(8), 708–712.
https://doi.org/10.1177/154405910708600804
11. Behdioğlu, S., Acar, E., & Burhan, H. A. (2017). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 30(3-4), 301–319.
https://doi.org/10.1080/14783363.2017.1302796
12. Bentler, P., & Stein, J. (1992). Structural equation models in medical research. Statistical Methods in Medical Research, 1(2), 159–181. https://doi.org/10.1177/096228029200100203
13. Bollen, K. A. (1989). Structural equations with latent variables. doi:10.1002/9781118619179
14. Canel, C., & Anderson Fletcher, E. A. (2001). An analysis of service quality at a student health center. International Journal of Health Care Quality Assurance, 14(6), 260–267. https://doi.org/10.1108/09526860110404220
15. Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS quarterly, vii-xvi.
16. Fitzpatrick, R. (1991). Surveys of patients satisfaction: I--Important general considerations. BMJ, 302(6781), 887–889. https://doi.org/10.1136/bmj.302.6781.887
17. Gupta, K. S., & Rokade, V. (2016). Importance of Quality in Health Care Sector. Journal of Health Management, 18(1), 84–94. https://doi.org/10.1177/0972063415625527
18. Haq, M. R., Alam, S. U., Mollick, M., & Kabir, T. (2022). Testing SERVQUAL Scale Items in Vaccination Management System: A Case Study in Bangladeshi Hospitals. Journal of Positive School Psychology, 6, 1035-1047.
19. Hoe, S. L. (2008). Issues and procedures in adopting structural equation modelling technique. Journal of Quantitative Methods, 3(1), 76. Hossain, G. S., Ahmed, M., & Haq, M. R. (2017). RETESTING SERVQUAL SCALE ITEMS IN HEALTHCARE SERVICE IN BANGLADESH: A CASE STUDY OF A PUBLIC HOSPITAL”. South East Asia Journal of Contemporary Business, Economics and Law, 14(2), 1–9.
20. Hossain, G. S., Ahmed, M., & Haq, M. R. (2017). RETESTING SERVQUAL SCALE ITEMS IN HEALTHCARE SERVICE IN BANGLADESH: A CASE STUDY OF A PUBLIC HOSPITAL”. South East Asia Journal of Contemporary Business, Economics and Law, 14(2), 1–9.
21. Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The SERVQUAL method as an assessment tool of the quality of medical services in selected Asian countries. International Journal of Environmental Research and Public Health, 19(13), 7831. doi:10.3390/ijerph19137831
22. Johnson, D. M., & Russell, R. S. (2015). Sem of service quality to predict overall patient satisfaction in medical clinics: A case study. Quality Management Journal, 22(4), 18-36. doi:10.1080/10686967.2015.11918448
23. Kalajaa , R., Myshketab , R., & Scalerac, F. (2016). 12th International Strategic Management Conference. In Social and Behavioral Sciences (2016th ed., Vol. 235, pp. 557–565). barri, Italy; elsevier.
24. KUO, J., CHENG, J., CHEN, Y., LIVNEH, H., & TSAI, T. (2011). An exploration of empathy and correlates among Taiwanese nurses. Japan Journal of Nursing Science, 9(2), 169-176. doi:10.1111/j.1742-7924.2011.00199.x
25. Kusurkar, R. A., Ten Cate, Th. J., Vos, C. M. P., Westers, P., & Croiset, G. (2012). How motivation affects academic performance: a structural equation modelling analysis. Advances in Health Sciences Education, 18(1), 57–69. https://doi.org/10.1007/s10459-012-9354-3
26. Lam, S. S. (1997). SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong. Total quality management, 8(4), 145-152.
27. MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological methods, 1(2), 130
28. Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First-and higher order factor models and their invariance across groups. Psychological bulletin, 97(3), 562.
29. Mezgebe, A. (2020). Effect of electronic marketing on customer satisfaction: the case of four star hotels in Addis Ababa. International Journal of Managerial Accounting. 2(4), 74-95. https://doi.org/10.34104/ijma.020.074095
30. Miao, R., Zhang, H., Wu, Q., Zhang, J., & Jiang, Z. (2019). Using structural equation modeling to analyze patient value, satisfaction, and loyalty: a case study of healthcare in China. International Journal of Production Research, 58(2), 577–596.
https://doi.org/10.1080/00207543.2019.1598595
31. Midor, K. (2018). Improving the Service with the SERVQUAL Method. Management systems in production engineering, 26(1), 60-65.
32. Nyeck, S., Morales, M., Ladhari, R., & Pons, F. (2002). 10 years of service quality measurement: Reviewing the use of the SERVQUAL instrument. Cuadernos De Difusión, 7(13), 101-107. doi:10.46631/jefas.2002.v7n13.05
33. Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality, 64(1), 12-40. Retrieved October 22, 2022, from
https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality
34. Peprah, A. A., & Atarah, B. A. (2014). Assessing Patient’s Satisfaction using SERVQUAL Model: A Case of Sunyani Regional Hospital, Ghana. International Journal of Business and Social Research, 4(2). doi:https://doi.org/10.18533/ijbsr.v4i2.404
35. Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., Chua, S.-L., & Yaacob, N. M. (2021). Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook. Healthcare, 9(10), 1369. https://doi.org/10.3390/healthcare9101369
36. Siddiqua, J. and Choudhury, A. H. (2014). Service quality: An empirical study of private hospitals in Dhaka city. ASA University Review, 8(1)
37. Siddiqui, N. (2007). Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients. Journal of Health, Population and Nutrition, 2, 221–230.
38. Siddiqi, S., Hamid, S., Rafique, G., Chaudhry, S. A., Ali, N., Shahab, S., & Sauerborn, R. (2002). Prescription practices of public and private health care providers in Attock District of Pakistan. The International journal of health planning and management, 17(1), 23-40
39. Sohail, M. S. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206.
40. Souca, L. (2011). Review of SERVQUAL – Thirty years of research on service quality with implications for customer satisfaction. Marketing - from Information to Decision, 4, 420–429.
41. Suleiman, S., Sani Burodo, M., & Ahmed, Z. (2022). An application of single and multi-server exponential queuing model in some selected hospitals of the north-western Nigeria. Asian Journal of Probability and Statistics, 1-9. doi:10.9734/ajpas/2022/v16i230396
42. Tanaka, J. S., & Huba, G. J. (1985). A fit index for covariance structure models under arbitrary GLS estimation. British journal of mathematical and statistical psychology, 38(2), 197-201.
43. Tripathi, S., N., and Siddiqui , M., H.,(2018). Assessing the quality of healthcare services: A SERVQUAL approach, INTERNATIONAL JOURNAL OF HEALTHCARE MANAGEMENT. https://doi.org/10.1080/20479700.2018.1469212
44. Tang, C. C., MacLean, E. J., Roberts, M. A., Clarke, D. T., Pantos, E., & Prag, A. J. N. W. (2001). The study of Attic black gloss sherds using synchrotron X-ray diffraction. Journal of Archaeological Science, 28(10), 1015-1024.
45. Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A Review of Healthcare Service Quality Dimension and their Measurement. Journal of Health Management, 21(1), 102-107. doi:10.1177/0972063418822583
46. Uzir, M. U. H., Nimfa, D. T., Lawal, I. T., Hamid, A. B. A., Latiff, A. S. A., & Wahab, S. A. (2020). Does service quality ensure customer satisfaction in Mr bigg’s, Nigeria. Interciencia J, 45(2), 285-325.
47. Xie, Y., Ma, M., Zhang, Y., & Tan, X. (2019). Factors associated with health literacy in rural areas of Central China: structural equation model. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-4094-1
48. Zarei, A., Arab, M., Froushani, A. R., Rashidian, A., & Ghazi Tabatabaei, S. M. (2012). Service quality of private hospitals: The Iranian Patients’ perspective. BMC Health Services Research, 12(1). https://doi.org/10.1186/1472-6963-12-31
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Dec 19, 2022
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Arpita Datta, & Dr. Aditi Agarwal. (2022). ANALYSIS OF SERVICE QUALITY VIS-A -VIS SERVICE COST IN PRIVATE HEALTHCARE SECTOR-A CASE STUDY OF CHITTAGONG, BANGLADESH. Journal of Population Therapeutics and Clinical Pharmacology, 29(04), 331–346. https://doi.org/10.53555/jptcp.v29i04.2395
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Author Biographies
Arpita Datta
Lecturer, Department of Economics, Premier University, Chittagong, Bangladesh, Phd Scholar, School of Humanities, Social sciences, and Education, GD Goenka University, Hariyana, India
Dr. Aditi Agarwal
Assistant Professor (Economics), School of Humanities, Social sciences, and Education, GD Goenka, University, Haryana, India