Verifying alternative measures of healthcare service quality.
Int J Health Care Qual Assur
; 32(2): 516-533, 2019 Mar 11.
Article
de En
| MEDLINE
| ID: mdl-31017062
ABSTRACT
PURPOSE:
The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality. DESIGN/METHODOLOGY/APPROACH:
The study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach) α, composite reliability, factor analysis and logistic regression analysis.FINDINGS:
Findings confirmed "Weighted SERVPERF" using an interactive methodology as the most appropriate for measurement of healthcare service quality. ORIGINALITY/VALUE Using the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.Mots clés
Texte intégral:
1
Collection:
01-internacional
Base de données:
MEDLINE
Sujet principal:
Enquêtes et questionnaires
/
Satisfaction des patients
/
Indicateurs qualité santé
Type d'étude:
Prognostic_studies
/
Qualitative_research
/
Risk_factors_studies
Limites:
Humans
Pays/Région comme sujet:
Africa
Langue:
En
Journal:
Int J Health Care Qual Assur
Sujet du journal:
PESQUISA EM SERVICOS DE SAUDE
Année:
2019
Type de document:
Article
Pays d'affiliation:
Australie