Dimensions of Healthcare Service Quality and Their Measurement
Main Article Content
Keywords
Measurement, Healthcare Service Quality, and SERVQUAL
Abstract
Worldwide, both public and private healthcare institutions have been concerned about service quality. Numerous studies investigating what determines service quality and how it can be measured have been conducted as a result of the increased emphasis on patient-centered care. The goal of this paper is to examine and synthesize the body of published knowledge that is currently available in order to comprehend what constitutes high-quality healthcare services, their underlying dimensions, and the methods used to measure them. A review of the literature was conducted using the EBSCO and Google Scholar databases, covering important studies in the area of healthcare service quality, service quality dimensions, and its measurement. Aspects of the medical and non-medical aspects of healthcare service quality were used to present the findings. Conclusion: Patients evaluate dimensions of healthcare service quality differently depending on the context. Over gap score-based models, perceptions-only measures are dominant in the evaluation of healthcare quality. Additionally, the construct of healthcare service quality and its measurement have primarily been done from the perspective of the patient; the perspective of the provider regarding the healthcare service quality has not been taken into consideration
References
[1] Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indiancontext. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83.
[2] Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision-making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey. Total Quality Management & Business Excellence, 23(11/12), 1379–1395. Retrieved from http://doi.org/10.1080/14783363.2012.661136
[3] Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3), 238–254. Retrieved from http://doi.org/http://dx.doi.org/10.1108/CGIJ- 05-2012-0016
[4] Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. Retrieved from http://doi.org/10.1016/S0277- 9536(00)00235-5
[5] Arun, G., Manjunath, S. J., & Chethan, K. C. (2012). Service quality at hospital: A study of Apollo Hospital in Mysore. IOSR Journal of Business and Management, 4(1), 1–7.
[6] Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767–786.
[7] Bahadori, M., Radabadi, M., Ravangard, R., & Baldacchin, D. (2015). Factors affecting dental service quality. International Journal of Health Care Quality, 28(7), 678–689.
[8] Baltussen, R. M. P. M., Yé, Y., Haddad, S., & Sauerborn, R. S. (2002). Perceived quality of care of primary health care services in Burkina Faso. Health Policy and Planning, 17(1), 42–48. Retrieved from http://doi.org/10.1093/heapol/17.1.42
[9] Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research,10(2), 111–122. Retrieved from http://doi.org/10.1177/1094670507306682
[10] Black, N., Varaganum, M., & Hutchings, A. (2014). Relationship between patient reported experience (PREMs) andpatient reported outcomes (PROMs) in elective surgery. BMJ Quality & Safety, 23(7), 534– 542.
[11] Bolton, R. N., & Drew, J. H. (1991, April). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, 54, 69–82. Retrieved from http://doi.org/10.1017/CBO9781107415324.004
[12] Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7.
[13] Brady, M. K., Cronin Jr, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31.
[14] Brahmbhatt, D. M., Baser, D. N., & Joshi, P. N. (2011). Adapting the SERVQUAL scale to hospital services: An empirical investigation of patients’ perceptions of service quality. International Journal of Multidisciplinary Research, 1(8), 27–42.
[15] Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. The Journal of Marketing, 53(2), 92–98. Retrieved from http://doi.org/10.1007/s10869-005-4526-2
[16] Caruana, A. (2002), Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. Retrieved from http://doi.org/10.1108/03090560210430818 Central Bureau of Health Intelligence. (2015). National health profile 2015. Retrieved from http://cbhidghs.nic.in/writereaddata/mainlinkFile/NHP-2015.pdf
[17] Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. Retrieved from http://doi. org/10.1108/17554191011084157. (2012). Service quality and performance in the public health-care sector. Health Marketing Quarterly, 29(3), 181–205. Retrieved from http://doi.org/10.1080/07359683.2012.704837
[18] Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in
interpersonal-basedmedical service encounters. BMC Health Services Research, 13(22).
[19] Choi, K. S., Cho, W. H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8),913–921. Retrieved from http://doi.org/10.1016/S0148-2963(02)00293-X
[20] Chowdhury, M. U. (2008). Customer expectations and management perceptions in healthcare services of Bangladesh:An overview. Journal of Services Research, 8(2), 121–140.
[21] Cleary, P., & Edgman-Levitan, S. (1997). Health care quality: Incorporating consumer perspectives.
Journal of theAmerican Medical Association, 278(19), 1608–1612.
[22] Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55. Retrieved from http://doi.org/10.2307/1252296. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus- expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. Retrieved from http://doi.org/10.2307/1252256
[23] Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.
Retrievedfrom http://doi.org/10.1177/1094670507309594
[24] De Silva, A., & Valentine, N. (2000). A framework of measuring responsiveness. Retrieved from https://www.who.int
[25] Deloitte. (2012). Innovative and sustainable healthcare management: Strategies for growth. Retrieved from http://www2.deloitte.com/content/dam/Deloitte/in/Documents/life-sciences-health-care/in-lshc- innovative- healthcare-noexp.pdf. (2016). The value of patient experience. Retrieved from https://www2.deloitte.com/content/dam/Deloitte/ us/Documents/life-sciences-health-care/us-dchs-the- value-of-patient-experience.pdf
[26] Dheepa, T., Gayathri, N., & Karthikeyan, R. (2015). Patient’s satisfaction towards the quality of services offered in government hospitals in Western Districts of Tamil Nadu. International Research Journal of Business and Management, 8(1), 25–33.
[27] Donabedian, A. (1966). Evaluating the quality of medical care. The Milbank Quarterly, 44(3), 166–203.. (1988). The quality of care. How can it be assessed? JAMA, 260(12), 1743–1748. Retrieved from http://doi. org/10.1001/jama.260.12.1743
[28] Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Provider-perceived dimensions of total quality management in healthcare. Benchmarking: An International Journal, 15(6), 693–722. Retrieved from http://doi.org/10.1108/14635770810915904
[29] Duong, V. D., Binns, C. W., Lee, A. H., & Hipgrave, D. B. (2004). Measuring client perceived quality of maternityservices in rural Vietnam. International Journal for Quality in Health Care, 16(6), 447–452.
Retrieved from http://doi.org/10.1093/intqhc/mzh073
[30] Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4),36–44.
[31] Gupta, K. S., & Rokade, V. (2016). Importance of quality in health care sector: A review. Journal of Health Management, 18(1), 84–94. DOI:10.1177/0972063415625527
[32] Haddad, S., Foureier, P., & Potvin, L. (1998). Measuring lay people’s perceptions of the quality of primary health careservices in developing countries. Validation of a 20-item scale. International Journal of Quality in Healthcare,10(2), 93–104.
[33] Hasin, M. A. A., Seeluangsawat, R., & Shareef, M. A. (2001). Statistical measures of customer satisfaction for health care quality assurance: A case study. International Journal of Health Care Quality Assurance, 14(1), 6–13.
[34] Irfan, S. M., Ijaz, A., & Farooq, M. M. (2012). Patient satisfaction and service quality of public hospitals in Pakistan: An empirical assessment, 12(6), 870–877. Retrieved from http://doi.org/10.5829/idosi.mejsr.2012.12.6.2743 Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services
[35] sector. International Journal of Quality & Reliability Management, 32(3), 250–269. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/IJQRM-05-2013-0075
[36] Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa:
The Journal for Decision Makers, 29(2), 25–37. Retrieved from http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=14024712&site=ehost-live
[37] Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intention: Empirical evidence from India. International Journal of Pharmaceutical and Healthcare Marketing,10(1), 48–74. Retrieved from http://doi.org/10.1108/IJPHM-07-2014-0043
[38] Johnston, R., & Clark, G. (2008). Service operations management: Improving service delivery (2nd ed.). Harlow: Pearson.
[39] Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The impact of service quality on customer loyalty:A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57–66.
[40] Kilbourne, W. E., Duffy, J. A., Duffy, M., & Giarchi, G. (2004). The applicability of SERVQUAL in cross- nationalmeasurements of health-care quality. Journal of Services Marketing, 18(7), 524–533. Retrieved from http://doi.org/10.1108/08876040410561857
[41] Kondasani, R. K., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452–467.
Retrieved from http://doi.org/10.1108/IJHCQA-01-2015-0008
[42] Kotler, P., Keller, K. L., Koshy, A., & Jha, M. (2013). Marketing management: A South Asian perspective.
New Delhi: Pearson Education.
[43] Krishnamoorthy, V. & Srinivasan, V. (2014). Measuring patient’s perceived service quality for multispeciality hospital. Research Journal of Commerce and Behavioural Science, 3(5), 59–69.
[44] Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction.
[45] The Journal of Services Marketing, 14(3), 217. Retrieved from http://doi.org/10.1108/08876040010327220 Lovelock, C. H., & Wright, L. (1999). Principles of service marketing and management (p. 391). Upper Saddle
[46] River, NJ: Prentice-Hall.
[47] Makarem, S. C., & Al-Amin, M. (2014). Beyond the service process: The effects. Retrieved from http://doi.org/10.1177/1094670514541965
[48] McKinsey. (2015). Measuring patient experience: Lessons from other industries. Retrieved from http://healthcare.mckinsey.com/measuring-patient-experience-lessons-other-industries
[49] Meyer, C., & Schwager, A. (2007). Customer experience. Harvard Business Review, 1–11.
[50] Mohamed, B., & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compliance. International Journal of Health Care Quality Assurance, 28(3), 300–314.
[51] Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3(4), 72–80.
[52] Mostafa, M. M. (2005). An empirical study of patients’ expectations and satisfactions in Egyptian hospitals. International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services, 18(6–7),516–532. Retrieved from http://doi.org/10.1108/09526860510627201
[53] Mukherjee, P. N. (2006). Total quality management. PHI Learning.
[54] Naik, J. R. K., Anand, B., & Bashir, I. (2013). Healthcare service quality and word of mouth: Key drivers to achieve patient satisfaction. Academic Journals, 5(17), 39–44.
[55] Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. Retrieved from http://doi. org/10.1108/08876040610646581
[56] Otani, K., Waterman, B., Faulkner, K. M., Boslaugh, S., & Dunagan, W. C. (2010). How patient reactions to hospitalcare attributes affect the evaluation of overall quality of care, willingness to recommend, and willingness to return. Journal of Healthcare Management/American College of Healthcare Executives, 55(1), 25–37.
[57] Padma, P., Rajendran, C., & Sai, L. P. (2009). A conceptual framework of service quality in healthcare: perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2), 157– 191. DOI:10.1108/14635770910948213
[58] Pai, Y. P., & Chary, S. T. (2013). Dimensions of hospital service quality: A critical review: Perspective of patientsfrom global studies. International Journal of Health Care Quality Assurance, 26(4), 308–340. Retrieved from http://doi.org/10.1108/09526861311319555. (2016). Measuring patient-perceived hospital service quality: A conceptual framework. International Journal of Health Care Quality Assurance, 29(3), 300–323. Retrieved from http://dx.doi.org/10.1108/ IJHCQA-05-2015-0069
[59] Pakdil, F., & Harwood, T. N. (2005). Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15–30.
Retrieved from http://doi.org/10.1080/1478336042000255622
[60] Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment of the SERQUAL scale.
[61] Journal of Retailing, 67(4), 420–450.
[62] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retiling, 64(1), 12–40. Retrieved from http://doi.org/10.1016/S0148- 2963(99)00084-3. (1985). A conceptual model of service quality and its implications for future. Journal of Marketing, 49(4), 41–50. Retrieved from http://doi.org/10.2307/1251430. (1994, January). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58, 111–124.
[63] Piligrimiene, Z., & Buciuniene, I. (2008). Different perspectives of health care quality: Is consensus possible?
[64] Engineering Economics, 1(56), 104–111.
[65] Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97–105. Prakash, A., & Mohanty, R. P. (2012). A study of service quality in healthcare system using artificial neural networks.
[66] Vilakshan: The XIMB Journal of Management, 9(2), 47–64. Retrieved from https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=82530032&site=eds-live
[67] Pramanik, A. (2016). Patients perception of service quality of health care services in India: A comparative study on urban and rural hospitals. Journal of Health Management, 27. Retrieved from http://doi. org/10.1177/0972063416637695
[68] Purcărea, V. L., Gheorghe, I. R., & Petrescu, C. M. (2013). The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale. Procedia Economics and Finance, 6(13), 573–585. Retrieved from http://doi.org/10.1016/S2212-5671(13)00175-5
[69] PwC. (2015). The healthcare agenda: Stakeholder collaboration for the way forward. Retrieved from https://www.pwc.in/assets/pdfs/publications/2015/the-healthcare-agenda.pdf
[70] Raajpoot, N. (2004). Reconceptualizing service encounter quality in a Non-Western context. Journal of Service Research, 7(2), 181–201. Retrieved from http://doi.org/10.1177/1094670504268450
[71] Ramez, W. S. (2012). Patients’ perception of health care quality, satisfaction and behavioral intention: An empiricalstudy in Bahrain. International Journal of Business and Social Science, 3(18), 131–141.
[72] Ramsaran-Fowdar, R. R. (2008). The relative importance of service dimensions in a healthcare setting. International Journal of Health Care Quality Assurance, 21(1), 104–124. Retrieved from http://doi. org/10.1108/09526860810841192
[73] Ransom, S. B., Joshi, M. S., & Nash, D. B. (2005) The healthcare quality book: Vision, strategy, and tools.
Chicago,IL: Health Administration Press.
[74] Rao, K. D., Peters, D. H., & Bandeen-Roche, K. (2006). Towards patient-centered health services in India: A scaleto measure patient perceptions of quality. International Journal for Quality in Health Care, 18(6), 414–421. Retrieved from http://doi.org/10.1093/intqhc/mzl049
[75] Ravichandran, K., Mani, R. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfaction application of SERVQUAL model. International Journal of Business and Management, 5(4), 117–124.
[76] Rohini, R., & Mahadevappa, B. (2006). Service quality in Bangalore hospital an empirical study. Journal of ServicesResearch, 6(1), 59–84.
[77] Rothberg, M. B., Morsi, E., Benjamin, E. M., Pekow, P. S., & Lindenauer, P. K. (2008). Market watch— Choosingthe best hospital: The limitations of public quality reporting. Health Affairs, 27(6), 1680–1687.
Retrieved fromhttp://doi.org/10.1377/hlthaff.27.6.1680
[78] Santouridis, I., & Trivellas, P. (2004). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. Retrieved from http://doi.org/10.1108/17542731011035550.
[79] Satsanguan, L., Fongsuwan, W., & Trimetsoontorn, J. (2015). Structural equation modelling of service quality and corporate image that affect customer satisfaction in private nursing homes in the Bangkok metropolitan region. Research Journal of Business Management, 9(1), 68–87.
[80] Senic, V., & Marinkovic, V. (2012). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37, 312–319. Retrieved from http://doi.org/10.1111/j.1470- 6431.2012.01132.x
[81] Sivakumar, C. P., & Srinivasan, P. T. (2009). Involvement as moderator of the relationship between service qualityand behavioural outcomes of hospital consumers. Asia-Pacific Journal of Management Research and Innovation,5, 98–107. Retrieved from http://doi.org/10.1177/097324700900500408
[82] Sohail, M. S. (2003). Service quality in hospitals: More favourable than you might think. Managing Service Quality,13(3), 197–206. Retrieved from http://doi.org/10.1108/09604520310476463
[83] Teas, R. K. (1994). Expectations: A comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132–139. Retrieved from http://doi.org/10.2307/1252257
[84] Teas, R. K., & Kenneth, R. (1993, October). Expectations, performance evaluation, and consumers’ perceptions ofquality. Journal of Marketing, 57, 18–34.
[85] Teng, C.-I., Ing, C.-K., Chang, H.-Y., & Chung, K.-P. (2007). Development of service quality scale for surgical hospitalization. Journal of the Formosan Medical Association, 106(6), 475–484. Retrieved from http://doi. org/10.1016/S0929-6646(09)60297-7
[86] Thiakarajan, A., & Krishnaraj, A. S. R. (2015). Service quality in hospitals at Chennai. International Journal of Pharmaceutical Sciences Review and Research, 34(1), 238–242.
[87] Ting-Kwong Luk, S., & Layton, R. (2004). Managing both outcome and process quality is critical to quality of hotel service. Total Quality Management & Business Excellence, 15(3), 259–278. Retrieved from http://doi. org/10.1080/1478336042000183415
[88] Venkateswarlu, P., Ranga, V., & Sreedhar, A. (2015). Antecedents of customer loyalty in Hospitals. IUP Journal of Marketing Management, 14(4), 7–19. Retrieved from http://library.oum.edu.my/oumlib/ezproxylogin?url=http:// search.ebscohost.com/login.aspx?direct=true&db=bth&AN=111951937
[89] Verhoef, P. C., Antonides, G., & de Hoog, A. (2004). Service encounters as a sequence of events. Journal of ServiceResearch, 7(1), 53–64. Retrieved from http://doi.org/10.1177/1094670504266137
[90] World Health Organization (WHO). (2000). WHOTERM quantum Satis. A quick reference compendium of selectedkey terms used in the world health report 2000. Geneva: World Health Organization.
[91] Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120.Retrieved from http://doi.org/10.1016/j.ijpe.2009.10.015
[92] 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, 31. Retrieved from http://doi. org/10.1186/1472-6963-12-31
[93] Zeithaml, V. (2000). Service quality, profitability, and the economic worth of customers: What we know andwhat we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. Retrieved from http://doi. org/10.1177/0092070300281007
[94] Zeithaml, V. A., & Bitner, M. J. (1996). Services marketing. New York, NY: McGraw-Hill.
[2] Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision-making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey. Total Quality Management & Business Excellence, 23(11/12), 1379–1395. Retrieved from http://doi.org/10.1080/14783363.2012.661136
[3] Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3), 238–254. Retrieved from http://doi.org/http://dx.doi.org/10.1108/CGIJ- 05-2012-0016
[4] Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. Retrieved from http://doi.org/10.1016/S0277- 9536(00)00235-5
[5] Arun, G., Manjunath, S. J., & Chethan, K. C. (2012). Service quality at hospital: A study of Apollo Hospital in Mysore. IOSR Journal of Business and Management, 4(1), 1–7.
[6] Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767–786.
[7] Bahadori, M., Radabadi, M., Ravangard, R., & Baldacchin, D. (2015). Factors affecting dental service quality. International Journal of Health Care Quality, 28(7), 678–689.
[8] Baltussen, R. M. P. M., Yé, Y., Haddad, S., & Sauerborn, R. S. (2002). Perceived quality of care of primary health care services in Burkina Faso. Health Policy and Planning, 17(1), 42–48. Retrieved from http://doi.org/10.1093/heapol/17.1.42
[9] Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research,10(2), 111–122. Retrieved from http://doi.org/10.1177/1094670507306682
[10] Black, N., Varaganum, M., & Hutchings, A. (2014). Relationship between patient reported experience (PREMs) andpatient reported outcomes (PROMs) in elective surgery. BMJ Quality & Safety, 23(7), 534– 542.
[11] Bolton, R. N., & Drew, J. H. (1991, April). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, 54, 69–82. Retrieved from http://doi.org/10.1017/CBO9781107415324.004
[12] Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7.
[13] Brady, M. K., Cronin Jr, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31.
[14] Brahmbhatt, D. M., Baser, D. N., & Joshi, P. N. (2011). Adapting the SERVQUAL scale to hospital services: An empirical investigation of patients’ perceptions of service quality. International Journal of Multidisciplinary Research, 1(8), 27–42.
[15] Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. The Journal of Marketing, 53(2), 92–98. Retrieved from http://doi.org/10.1007/s10869-005-4526-2
[16] Caruana, A. (2002), Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. Retrieved from http://doi.org/10.1108/03090560210430818 Central Bureau of Health Intelligence. (2015). National health profile 2015. Retrieved from http://cbhidghs.nic.in/writereaddata/mainlinkFile/NHP-2015.pdf
[17] Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. Retrieved from http://doi. org/10.1108/17554191011084157. (2012). Service quality and performance in the public health-care sector. Health Marketing Quarterly, 29(3), 181–205. Retrieved from http://doi.org/10.1080/07359683.2012.704837
[18] Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in
interpersonal-basedmedical service encounters. BMC Health Services Research, 13(22).
[19] Choi, K. S., Cho, W. H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8),913–921. Retrieved from http://doi.org/10.1016/S0148-2963(02)00293-X
[20] Chowdhury, M. U. (2008). Customer expectations and management perceptions in healthcare services of Bangladesh:An overview. Journal of Services Research, 8(2), 121–140.
[21] Cleary, P., & Edgman-Levitan, S. (1997). Health care quality: Incorporating consumer perspectives.
Journal of theAmerican Medical Association, 278(19), 1608–1612.
[22] Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55. Retrieved from http://doi.org/10.2307/1252296. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus- expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. Retrieved from http://doi.org/10.2307/1252256
[23] Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.
Retrievedfrom http://doi.org/10.1177/1094670507309594
[24] De Silva, A., & Valentine, N. (2000). A framework of measuring responsiveness. Retrieved from https://www.who.int
[25] Deloitte. (2012). Innovative and sustainable healthcare management: Strategies for growth. Retrieved from http://www2.deloitte.com/content/dam/Deloitte/in/Documents/life-sciences-health-care/in-lshc- innovative- healthcare-noexp.pdf. (2016). The value of patient experience. Retrieved from https://www2.deloitte.com/content/dam/Deloitte/ us/Documents/life-sciences-health-care/us-dchs-the- value-of-patient-experience.pdf
[26] Dheepa, T., Gayathri, N., & Karthikeyan, R. (2015). Patient’s satisfaction towards the quality of services offered in government hospitals in Western Districts of Tamil Nadu. International Research Journal of Business and Management, 8(1), 25–33.
[27] Donabedian, A. (1966). Evaluating the quality of medical care. The Milbank Quarterly, 44(3), 166–203.. (1988). The quality of care. How can it be assessed? JAMA, 260(12), 1743–1748. Retrieved from http://doi. org/10.1001/jama.260.12.1743
[28] Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Provider-perceived dimensions of total quality management in healthcare. Benchmarking: An International Journal, 15(6), 693–722. Retrieved from http://doi.org/10.1108/14635770810915904
[29] Duong, V. D., Binns, C. W., Lee, A. H., & Hipgrave, D. B. (2004). Measuring client perceived quality of maternityservices in rural Vietnam. International Journal for Quality in Health Care, 16(6), 447–452.
Retrieved from http://doi.org/10.1093/intqhc/mzh073
[30] Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4),36–44.
[31] Gupta, K. S., & Rokade, V. (2016). Importance of quality in health care sector: A review. Journal of Health Management, 18(1), 84–94. DOI:10.1177/0972063415625527
[32] Haddad, S., Foureier, P., & Potvin, L. (1998). Measuring lay people’s perceptions of the quality of primary health careservices in developing countries. Validation of a 20-item scale. International Journal of Quality in Healthcare,10(2), 93–104.
[33] Hasin, M. A. A., Seeluangsawat, R., & Shareef, M. A. (2001). Statistical measures of customer satisfaction for health care quality assurance: A case study. International Journal of Health Care Quality Assurance, 14(1), 6–13.
[34] Irfan, S. M., Ijaz, A., & Farooq, M. M. (2012). Patient satisfaction and service quality of public hospitals in Pakistan: An empirical assessment, 12(6), 870–877. Retrieved from http://doi.org/10.5829/idosi.mejsr.2012.12.6.2743 Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services
[35] sector. International Journal of Quality & Reliability Management, 32(3), 250–269. Retrieved from http://www.emeraldinsight.com/doi/abs/10.1108/IJQRM-05-2013-0075
[36] Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa:
The Journal for Decision Makers, 29(2), 25–37. Retrieved from http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=14024712&site=ehost-live
[37] Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intention: Empirical evidence from India. International Journal of Pharmaceutical and Healthcare Marketing,10(1), 48–74. Retrieved from http://doi.org/10.1108/IJPHM-07-2014-0043
[38] Johnston, R., & Clark, G. (2008). Service operations management: Improving service delivery (2nd ed.). Harlow: Pearson.
[39] Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The impact of service quality on customer loyalty:A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57–66.
[40] Kilbourne, W. E., Duffy, J. A., Duffy, M., & Giarchi, G. (2004). The applicability of SERVQUAL in cross- nationalmeasurements of health-care quality. Journal of Services Marketing, 18(7), 524–533. Retrieved from http://doi.org/10.1108/08876040410561857
[41] Kondasani, R. K., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452–467.
Retrieved from http://doi.org/10.1108/IJHCQA-01-2015-0008
[42] Kotler, P., Keller, K. L., Koshy, A., & Jha, M. (2013). Marketing management: A South Asian perspective.
New Delhi: Pearson Education.
[43] Krishnamoorthy, V. & Srinivasan, V. (2014). Measuring patient’s perceived service quality for multispeciality hospital. Research Journal of Commerce and Behavioural Science, 3(5), 59–69.
[44] Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction.
[45] The Journal of Services Marketing, 14(3), 217. Retrieved from http://doi.org/10.1108/08876040010327220 Lovelock, C. H., & Wright, L. (1999). Principles of service marketing and management (p. 391). Upper Saddle
[46] River, NJ: Prentice-Hall.
[47] Makarem, S. C., & Al-Amin, M. (2014). Beyond the service process: The effects. Retrieved from http://doi.org/10.1177/1094670514541965
[48] McKinsey. (2015). Measuring patient experience: Lessons from other industries. Retrieved from http://healthcare.mckinsey.com/measuring-patient-experience-lessons-other-industries
[49] Meyer, C., & Schwager, A. (2007). Customer experience. Harvard Business Review, 1–11.
[50] Mohamed, B., & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compliance. International Journal of Health Care Quality Assurance, 28(3), 300–314.
[51] Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3(4), 72–80.
[52] Mostafa, M. M. (2005). An empirical study of patients’ expectations and satisfactions in Egyptian hospitals. International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services, 18(6–7),516–532. Retrieved from http://doi.org/10.1108/09526860510627201
[53] Mukherjee, P. N. (2006). Total quality management. PHI Learning.
[54] Naik, J. R. K., Anand, B., & Bashir, I. (2013). Healthcare service quality and word of mouth: Key drivers to achieve patient satisfaction. Academic Journals, 5(17), 39–44.
[55] Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. Retrieved from http://doi. org/10.1108/08876040610646581
[56] Otani, K., Waterman, B., Faulkner, K. M., Boslaugh, S., & Dunagan, W. C. (2010). How patient reactions to hospitalcare attributes affect the evaluation of overall quality of care, willingness to recommend, and willingness to return. Journal of Healthcare Management/American College of Healthcare Executives, 55(1), 25–37.
[57] Padma, P., Rajendran, C., & Sai, L. P. (2009). A conceptual framework of service quality in healthcare: perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2), 157– 191. DOI:10.1108/14635770910948213
[58] Pai, Y. P., & Chary, S. T. (2013). Dimensions of hospital service quality: A critical review: Perspective of patientsfrom global studies. International Journal of Health Care Quality Assurance, 26(4), 308–340. Retrieved from http://doi.org/10.1108/09526861311319555. (2016). Measuring patient-perceived hospital service quality: A conceptual framework. International Journal of Health Care Quality Assurance, 29(3), 300–323. Retrieved from http://dx.doi.org/10.1108/ IJHCQA-05-2015-0069
[59] Pakdil, F., & Harwood, T. N. (2005). Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15–30.
Retrieved from http://doi.org/10.1080/1478336042000255622
[60] Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment of the SERQUAL scale.
[61] Journal of Retailing, 67(4), 420–450.
[62] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retiling, 64(1), 12–40. Retrieved from http://doi.org/10.1016/S0148- 2963(99)00084-3. (1985). A conceptual model of service quality and its implications for future. Journal of Marketing, 49(4), 41–50. Retrieved from http://doi.org/10.2307/1251430. (1994, January). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58, 111–124.
[63] Piligrimiene, Z., & Buciuniene, I. (2008). Different perspectives of health care quality: Is consensus possible?
[64] Engineering Economics, 1(56), 104–111.
[65] Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97–105. Prakash, A., & Mohanty, R. P. (2012). A study of service quality in healthcare system using artificial neural networks.
[66] Vilakshan: The XIMB Journal of Management, 9(2), 47–64. Retrieved from https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=82530032&site=eds-live
[67] Pramanik, A. (2016). Patients perception of service quality of health care services in India: A comparative study on urban and rural hospitals. Journal of Health Management, 27. Retrieved from http://doi. org/10.1177/0972063416637695
[68] Purcărea, V. L., Gheorghe, I. R., & Petrescu, C. M. (2013). The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale. Procedia Economics and Finance, 6(13), 573–585. Retrieved from http://doi.org/10.1016/S2212-5671(13)00175-5
[69] PwC. (2015). The healthcare agenda: Stakeholder collaboration for the way forward. Retrieved from https://www.pwc.in/assets/pdfs/publications/2015/the-healthcare-agenda.pdf
[70] Raajpoot, N. (2004). Reconceptualizing service encounter quality in a Non-Western context. Journal of Service Research, 7(2), 181–201. Retrieved from http://doi.org/10.1177/1094670504268450
[71] Ramez, W. S. (2012). Patients’ perception of health care quality, satisfaction and behavioral intention: An empiricalstudy in Bahrain. International Journal of Business and Social Science, 3(18), 131–141.
[72] Ramsaran-Fowdar, R. R. (2008). The relative importance of service dimensions in a healthcare setting. International Journal of Health Care Quality Assurance, 21(1), 104–124. Retrieved from http://doi. org/10.1108/09526860810841192
[73] Ransom, S. B., Joshi, M. S., & Nash, D. B. (2005) The healthcare quality book: Vision, strategy, and tools.
Chicago,IL: Health Administration Press.
[74] Rao, K. D., Peters, D. H., & Bandeen-Roche, K. (2006). Towards patient-centered health services in India: A scaleto measure patient perceptions of quality. International Journal for Quality in Health Care, 18(6), 414–421. Retrieved from http://doi.org/10.1093/intqhc/mzl049
[75] Ravichandran, K., Mani, R. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfaction application of SERVQUAL model. International Journal of Business and Management, 5(4), 117–124.
[76] Rohini, R., & Mahadevappa, B. (2006). Service quality in Bangalore hospital an empirical study. Journal of ServicesResearch, 6(1), 59–84.
[77] Rothberg, M. B., Morsi, E., Benjamin, E. M., Pekow, P. S., & Lindenauer, P. K. (2008). Market watch— Choosingthe best hospital: The limitations of public quality reporting. Health Affairs, 27(6), 1680–1687.
Retrieved fromhttp://doi.org/10.1377/hlthaff.27.6.1680
[78] Santouridis, I., & Trivellas, P. (2004). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. Retrieved from http://doi.org/10.1108/17542731011035550.
[79] Satsanguan, L., Fongsuwan, W., & Trimetsoontorn, J. (2015). Structural equation modelling of service quality and corporate image that affect customer satisfaction in private nursing homes in the Bangkok metropolitan region. Research Journal of Business Management, 9(1), 68–87.
[80] Senic, V., & Marinkovic, V. (2012). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37, 312–319. Retrieved from http://doi.org/10.1111/j.1470- 6431.2012.01132.x
[81] Sivakumar, C. P., & Srinivasan, P. T. (2009). Involvement as moderator of the relationship between service qualityand behavioural outcomes of hospital consumers. Asia-Pacific Journal of Management Research and Innovation,5, 98–107. Retrieved from http://doi.org/10.1177/097324700900500408
[82] Sohail, M. S. (2003). Service quality in hospitals: More favourable than you might think. Managing Service Quality,13(3), 197–206. Retrieved from http://doi.org/10.1108/09604520310476463
[83] Teas, R. K. (1994). Expectations: A comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132–139. Retrieved from http://doi.org/10.2307/1252257
[84] Teas, R. K., & Kenneth, R. (1993, October). Expectations, performance evaluation, and consumers’ perceptions ofquality. Journal of Marketing, 57, 18–34.
[85] Teng, C.-I., Ing, C.-K., Chang, H.-Y., & Chung, K.-P. (2007). Development of service quality scale for surgical hospitalization. Journal of the Formosan Medical Association, 106(6), 475–484. Retrieved from http://doi. org/10.1016/S0929-6646(09)60297-7
[86] Thiakarajan, A., & Krishnaraj, A. S. R. (2015). Service quality in hospitals at Chennai. International Journal of Pharmaceutical Sciences Review and Research, 34(1), 238–242.
[87] Ting-Kwong Luk, S., & Layton, R. (2004). Managing both outcome and process quality is critical to quality of hotel service. Total Quality Management & Business Excellence, 15(3), 259–278. Retrieved from http://doi. org/10.1080/1478336042000183415
[88] Venkateswarlu, P., Ranga, V., & Sreedhar, A. (2015). Antecedents of customer loyalty in Hospitals. IUP Journal of Marketing Management, 14(4), 7–19. Retrieved from http://library.oum.edu.my/oumlib/ezproxylogin?url=http:// search.ebscohost.com/login.aspx?direct=true&db=bth&AN=111951937
[89] Verhoef, P. C., Antonides, G., & de Hoog, A. (2004). Service encounters as a sequence of events. Journal of ServiceResearch, 7(1), 53–64. Retrieved from http://doi.org/10.1177/1094670504266137
[90] World Health Organization (WHO). (2000). WHOTERM quantum Satis. A quick reference compendium of selectedkey terms used in the world health report 2000. Geneva: World Health Organization.
[91] Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120.Retrieved from http://doi.org/10.1016/j.ijpe.2009.10.015
[92] 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, 31. Retrieved from http://doi. org/10.1186/1472-6963-12-31
[93] Zeithaml, V. (2000). Service quality, profitability, and the economic worth of customers: What we know andwhat we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. Retrieved from http://doi. org/10.1177/0092070300281007
[94] Zeithaml, V. A., & Bitner, M. J. (1996). Services marketing. New York, NY: McGraw-Hill.
Article Sidebar
Published
Feb 15, 2022
Article Details
How to Cite
Mahdi Jari Abdul Alharthi, Ali Mohammed Salem Alqarni , Mana Salem Abdullah Alqarni , SAEED MOHAMMAD ALI ALQARNI,ATEF ABDULLAH ALSHIHRI , Mousa mohmmed albargi, NASSER Mohammed ALSHEHR, Mohammed Moubayt Albarqi. (2022). Dimensions of Healthcare Service Quality and Their Measurement. Journal of Population Therapeutics and Clinical Pharmacology, 29(02), 282–304. https://doi.org/10.53555/jptcp.v29i02.5298
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
All articles published in JPTCP are licensed under Copyright Creative Commons Attribution-NonCommercial 4.0 International License.