Service quality assessment in health care service for hospitals: A case study in the out-patient department of a private hospital  

Oleh:

Bautista, Joy Mari S. ; Tangsoc, Jazmin C.

Jenis: Article from Proceeding
Dalam koleksi: The 14th Asia Pacific Industrial Engineering and Management Systems Conference (APIEMS), 3-6 December 2013 Cebu, Philippines, page 1-21.
Topik: Health care service ; Service quality assessment ; Structural equation modeling (SEM) ; Hospital performance
Fulltext: 4001.pdf (878.29KB)

Isi artikel

With the increasing and more complex demands of society, the service sector had thrived incessantly, which then compelled all kinds of service organizations to keep up with the growing needs of various customers by deliberately upholding service quality in all aspects of a service encounter. As such, being one of the most vital industries in society, the health care industry is also urged to adhere to this growing trend and sustain service quality persistently given that actual human lives and the overall health condition of communities depend on health care services. In line with this, this study proposes an integrated framework for measuring the overall service quality in health care, specifically for general hospitals. The framework suggests an assessment of service quality that incorporates subjective and objective measures, respectively denoted by the perceived service quality of patients and certain performance measures extracted from hospital statistics that are in line with the standards and guidelines of the government. A case study was carried out in a tertiary-level private hospital in order to validate and consequently achieve the goal of this research by means of considering patient perceptions (subjective) and hospital standards (objective) in gauging the overall service quality of the hospital’s Out-patient Department (OPD). Consequently, through structural equation modeling (SEM), the proposed framework was validated, showing moderate to very strong correlations among the variables in the model. This then established the significance of the relationship of the objective measures (as represented by hospital standards in terms of personnel, service delivery & information management as well as facilities, instruments & environmental management) and the subjective measures (as denoted by patient perceptions in terms of technical proficiency, personal proficiency as well as physical environment) with the overall service quality of the hospital.

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